We're excited to announce MSP360 Tickets – native MSP ticketing solution built into the MSP360 platform, alongside Managed Backup, Managed Backup for M365/Google, RMM, and Managed Connect.
MSP360 Tickets Overview
Incidents Automatically Turn Into Tickets
A failed backup plan, a missed schedule, a CPU or disk threshold, a stopped service, an agent gone offline – each can automatically open a ticket, tagged to the device it came from.
You control what information tickets include. Device name, plan or alert name, alert type, timestamp – a technician opening it already knows what is happening and where. Backup and RMM templates are configured separately.
Each incident can open its own ticket, or update an existing one and start a new ticket only once the previous issue is closed, allowing you to not get buried in the ticket queue.
Manual Ticket Creation
You can also create a ticket manually – pick the device, add a title and description, and it lands in the same queue with automatically created tickets.
One Queue with Clear Ownership
Each ticket has an assignee, a status, and a full conversation history, so the whole team can see who owns what. An "Assigned to me" view gives each technician their own working list.
Open a ticket and the device's system information sits beside the thread, so you can screen support requests without switching tools. Filter the queue by company, computer, assignee, or status, and search titles and descriptions to find a specific issue. And because a ticket is tied to the device rather than to a live session, it stays visible and workable even when the endpoint is offline.
The same queue handles manual tickets too: for customer service requests, planned maintenance, or internal IT work that has nothing to do with an alert.
End Users Submit and Track Tickets
Support won't stay behind the technician's screen. Through Online Access, customers will reach their own tickets – open a request, follow where it stands, and reply in the same thread the technician is working in. Instead of emailing to ask for an update, a customer checks the portal and sees the status directly. And you are in full control of which customers get access.
Who MSP360 Tickets Is Built For
Existing MSP360 customers see the benefit first. If your team already uses MSP360 Managed Backup or MSP360 RMM, Tickets adds a support workflow to the console. There is nothing new to buy, integrate, or roll out – the ticket workflow is simply there, sharing the same companies, contacts, and endpoints as the rest of the platform.
Smaller and growing MSPs get a way to run the essentials from one place, without spending anything before they have revenue. MSP360 Tickets is free, and it pairs with the free RMM Community Edition – up to 50 endpoints – so a new MSP can run endpoint management, remote access, and support tickets in a single console from day one, instead of stitching together separate products and paying for a heavyweight PSA.
What's Coming Next
Tickets ships with its core workflow in place, and more is already on the way:
- Ticket priorities – Low, Medium, High, and Critical, to triage by urgency alongside status and assignee
- Change history – a record of changes to ticket’s most sensitive information
- Attachments and notifications
We built MSP360 Tickets around your requests, and we’ll keep shaping the roadmap the same way. We encourage you to share your feedback and feature requests on our feedback board.
Availability
MSP360 Tickets is free and comes as a built-in product with MSP360 Managed Backup or MSP360 RMM. Sign up to one of two products to try MSP360 Tickets.
If you're an existing MSP360 user, sign in to the Management Console to start using MSP360 Tickets.
For easy setup, check our Getting Started Guide.
