MSP360 Tickets
MSP Ticketing System Built Into Backup and RMM
Open tickets manually against any device, or set up MSP360 Backup and RMM alerts to become tickets automatically. Track every issue per customer and device, collaborate inside the ticket, and resolve it without leaving the MSP360 Management Console.
Why You Need an MSP Ticketing System Inside Your IT Stack
Most MSPs and internal IT teams run support across a patchwork of disconnected tools. Backup incidents land in one dashboard, RMM breaches in another, and customer requests arrive by chat, email, and phone. Because nothing shares a single queue, some requests get handled twice, some not at all, and nobody can say what is open right now.
MSP360 Tickets closes that gap. It is a native MSP ticketing system that lives inside the console you already use for backup and RMM. A technician opens a ticket manually against any device, or Backup and RMM alerts become tickets automatically. The ticket carries the affected device, the customer, the assigned technician, and the full history in one place.
MSP360 Tickets Features
Manual Ticket Creation
Open a ticket against any device. Pick the affected computer, add a title and description, choose an assignee, and save. Use it for customer requests, planned maintenance, or internal IT work.
Automated Tickets from Backup and RMM Alerts
When MSP360 Backup or RMM detects an incident, a ticket is created automatically, so operational issues become trackable work instead of unread alerts. Backup alerts (failed plans, missed schedules, storage issues) and RMM alerts (CPU usage, memory, disk, service status, agent offline, and other monitored conditions) map to a ticket, tagged to the affected device and ready for a technician to pick up.
Alert-to-Ticket Settings and Templates
Under Settings > Tickets, decide how each alert maps to tickets: open a new ticket per alert for independent tracking, or update an existing open ticket on the same device until the issue is closed. Customize auto-generated tickets using templates to add only details you need.
Native to MSP360 Backup and MSP360 RMM Consoles
Tickets are available under Backup > Tickets and RMM > Tickets, and from the side panel on every page. The same list shows in both locations, so backup and RMM teams work from one queue instead of two.
Ticket Statuses and Edit Protection
Every ticket moves through Open, In progress, Pending, and Closed. Only the original creator can edit a ticket, and closed tickets are locked from edits and deletion, which protects the audit trail.
Works When Devices Are Offline
Tickets are tied to the device, not the session. If an endpoint drops off the network, the ticket stays visible and editable, with the context ready when it reconnects.
Ticket Filtering and Search
Filter the queue by company, computer, assignee, or status. An "Assigned to me" view gives each technician a personal queue, and search covers titles and descriptions.
Conversation Thread in Every Ticket
Each ticket carries a conversation thread between administrators, with unread indicators on the main dashboard. Technicians document what they tried, ask questions, and leave handoff notes inside the ticket.
End Users Submit and Track Tickets
You can add an end user as a Contact on a ticket. Contacts submit and track their own tickets through Online Access, and you can message them inside the ticket. Internal admin discussion stays private with a "Send for admins only" option. Contacts only see tickets they created or are listed on.
Coming Soon
Priorities, Attachments, and Notifications
Ticket priorities (Low, Medium, High, Critical), contact-level ticket association, file attachments, and notifications are on the roadmap.
MSP360 Ticketing System Use Cases
Endpoint incident resolved end-to-end
MSP360 RMM detects high CPU usage on Customer A's file server, and a ticket opens automatically against that device with the alert details from the template. The on-call technician sees it in "Assigned to me," jumps onto the device through MSP360 Connect, fixes the runaway process, and closes the ticket. The customer never had to call.
Noise reduction for recurring alerts
A domain controller hits its memory threshold every night during Active Directory replication. Instead of a new ticket each time, the system updates the existing open ticket on that device. The team has one ticket to investigate, not thirty.
Shift handoff without context loss
A technician picks up a ticket but goes off shift before resolving it. They reassign it to the night shift with a comment on what they tried and ruled out. The next technician reads the thread and continues where the last shift stopped.
End-user submits a ticket
An office manager submits a ticket through Online Access to report an unreachable shared drive. The MSP picks it up, adds an internal-only comment with "Send for admins only," and replies to the customer in the same thread. The customer keeps visibility; the MSP keeps internal notes private.
A Lightweight Alternative to a Full PSA
A full PSA platform runs an entire services business: billing, contracts, project management, reporting, and a long implementation to match. Many smaller MSPs and IT teams do not need all that. They need to capture requests, assign them, track status, and keep a record. That is the gap MSP360 Tickets fills.
MSP360 Tickets gives you the core service-desk workflow inside the console you already run: tickets, ownership, statuses, internal collaboration, and full history. There is no separate deployment, onboarding project, or per-tool training. For teams that want a practical support workflow without standing up a separate PSA, it is a lighter path, already wired into the rest of your stack.
Free Ticketing and RMM for New MSPs
Starting an MSP means paying for an RMM, a ticketing system, and other core tools before there are any clients or revenue to cover them. Most commercial stacks charge from day one, so the upfront software cost becomes a barrier to getting started at all.
MSP360 Tickets comes at no cost, and paired with MSP360 RMM Community Edition, free for up to 50 endpoints, a new MSP gets a full-featured RMM and a ticketing system to handle client requests with no upfront software spend. Launch, take on your first clients, and grow your MSP together with MSP360.
Built for MSPs
Part of the MSP360 Platform
MSP360 Tickets is part of the MSP360 platform, alongside Managed Backup and M365/Google Backup, RMM, and Managed Connect. For existing customers, it adds native ticketing to the console they already run. For teams new to MSP360, it completes a single, cost-efficient toolset: backup, endpoint management, remote access, and ticketing in one place, instead of buying and integrating separate products.
MSP Platform Features
- Centralized management
- Advanced Reporting and Alerting
- Rebranding
- Mobile Application
- MSP360 Connect Included
- Support: 24/7/365 live technical support
Frequently Asked Questions
What is an MSP ticketing system?
An MSP ticketing system is a tool managed service providers use to track and resolve support issues across their customers' devices and infrastructure. Each ticket records the problem, the affected device, the assigned technician, the status, and the conversation around the work. MSP360 Tickets is a native MSP ticketing system built directly into the MSP360 console, so tickets sit alongside the backup and RMM data they relate to.
Can I create tickets manually?
Yes. Manual ticket creation is a full capability of the product. Open Backup > Tickets or RMM > Tickets, click the + button, pick the affected device, add a title and description, choose an assignee, and save. Manual tickets carry the same status, conversation thread, filtering, and audit trail as tickets created from alerts.
How is MSP360 Tickets different from a standalone help desk?
A standalone help desk lives outside the products that generate the work. Alerts have to be forwarded by email or webhook, and the technician opens a second console to act on them. MSP360 Tickets is integrated with MSP360 Backup and MSP360 RMM directly. Both manual tickets and tickets created from alerts live in the same console as the device inventory, with no glue code in between.
Is MSP360 Tickets free?
Yes. MSP360 Tickets comes at no cost. Paired with MSP360 RMM Community Edition, which is free for up to 50 endpoints, a new MSP can handle client requests and run remote management with no upfront software spend, and grow into paid tiers as the client base grows past the free limit.
Which alerts can become tickets?
Backup alerts (failed plans, missed schedules) and RMM alerts (CPU, memory, disk, service status, agent offline, and other monitored conditions) can map to tickets.
Can one alert update an existing ticket instead of creating a new one?
Yes. In the General settings tab you choose between two behaviors. Option one creates a fresh ticket for every alert, which gives you independent tracking. Option two updates an existing open ticket on the same device with subsequent alerts and only opens a new ticket once the previous issue is closed.
Can I customize what an auto-generated ticket contains?
Yes. The template editor uses dynamic variables, so each backup or RMM ticket can carry the device name, the plan or alert name, the alert type, the timestamp, and other context your team needs to triage. Backup and RMM templates are configured separately.
Where do I find tickets in MSP360?
Tickets are available under Backup > Tickets and RMM > Tickets in the Management Console, and from the side panel on every page. The list is the same in both locations.
What statuses do tickets support?
Tickets move through Open, In progress, Pending, and Closed. The current status shows on every ticket and in the main list, and you can filter the queue by status to focus on what needs attention.
Who can edit or delete a ticket?
Only the administrator who created a ticket can edit it. Closed tickets cannot be edited or deleted, which protects the audit trail. Deleting an open ticket is permanent and cannot be undone.
Can technicians collaborate inside a ticket?
Yes. Each ticket has a built-in conversation thread for administrators. Comments are visible to your team, and the dashboard shows unread indicators so nobody misses an update.
Can end users see their own tickets?
Yes. End users submit and track their own tickets through Online Access. You reply to them inside the ticket, and internal admin discussion stays private with a "Send for admins only" option, so customer replies and internal notes stay separated.
Does MSP360 Tickets work when a device is offline?
Yes. Tickets are tied to devices in the inventory, not to active sessions. If a device drops off the network, related tickets remain visible and editable. The technician already has the context when the device reconnects.
Related Resources
MSP360 RMM
Remote Monitoring and Management Software
Manage Windows, macOS, and Linux endpoints across all your customers from a single console. Patch management, scripting, monitoring, and remote access in one platform. RMM alerts can create tickets automatically.
MSP360 Backup
Centralized Backup for MSPs and IT Teams
A multi-tenant backup platform with bring-your-own-storage, immutability, and granular recovery options. Backup alerts can create tickets automatically.
An MSP Ticketing System for Every Issue Your Team Tracks
Use MSP360 Tickets alongside your existing backup and RMM workflows. Open tickets manually, automate from alerts, or both.