{"id":62697,"date":"2026-07-16T17:48:24","date_gmt":"2026-07-16T13:48:24","guid":{"rendered":"https:\/\/www.msp360.com\/resources\/?p=62697"},"modified":"2026-07-16T18:02:15","modified_gmt":"2026-07-16T14:02:15","slug":"getting-started-with-msp360-tickets","status":"publish","type":"post","link":"https:\/\/www.msp360.com\/resources\/blog\/getting-started-with-msp360-tickets\/","title":{"rendered":"Getting Started with MSP360 Tickets"},"content":{"rendered":"

MSP360 Tickets<\/a> is a ticketing system built into the MSP360 Management Console. It lets you track support issues across your customers' devices, either by opening tickets yourself or by having Backup and RMM incidents open them automatically.<\/p>\n

This guide covers what you need to start, how to create and work with tickets, how to turn incidents into tickets without manual entry, and how to give end users access to their own tickets.<\/p>\n

<\/p>\n

Before you start with MSP360 Tickets<\/h2>\n

MSP360 Tickets is part of the MSP360 Management Console, so there is nothing separate to install. To use it:<\/p>\n

    \n
  1. Sign in to the MSP360 Management Console with an administrator account.<\/li>\n
  2. Make sure the Tickets module is available in your Management Console.<\/li>\n
  3. Go to administrator permissions and verify that the required Tickets permissions are enabled for the users who will work with tickets (Organization > Administrators).<\/li>\n<\/ol>\n
    \"getting-started-tickets-1\"

    Tickets enabled in the Products list.<\/span><\/i><\/p><\/div>\n

    \"getting-started-tickets-2\"

    Turn on Integrations \/ Built-in tickets so Backup and RMM alerts can open tickets.<\/p><\/div>\n

    Where to find Tickets<\/h2>\n

    Tickets live under Backup > Tickets and RMM > Tickets, and on the side panel of every page.
    \nThe ticket list is the same in both locations.<\/p>\n

    \"getting-started-tickets-11\"<\/p>\n

    How to create a ticket automatically from Backup or RMM alerts<\/h2>\n

    Backup incidents such as failed plans and missed schedules, and RMM incidents such as CPU, memory, disk, service status, and agent-offline conditions, can each map to a ticket tagged to the affected device.<\/p>\n

    To set this up, go to Settings > Tickets > General settings, where you control how each incident becomes a ticket:<\/p>\n