PSA Defaults allow you to predefine settings that will be used in SMS/Ticketing Processes.

Go to Integrations -> PSA Integrations

Click on the integration you have setup. In this case I'll use ConnectWise as an example. 

Select the defaults you'd like for the ticketing profile and click Submit

Name - Give your profile a name

Default Company - This is utilized when the system is not able to match a contact with a company. In this case the ticket will be set to your default company. We usually recommend this be your own business company in your PSA.

Type - Set the ticket type

Subtype - Set the ticket Subtype (optional)

Item - Set the Item (optional)

New Ticket Status - Set the new ticket status. This is the status we will set for new tickets that arrive. 

Closed Ticket Status - If you use close a ticket utilizing MSP Process it will use this status unless you select it. If the user closes the ticket it will set it to this status as well. 

SMS Received Status - When an SMS is received from a user the system can automatically update the status of the ticket. We usually recommend creating a status such as "SMS Received" that way whoever is working the ticket knows an SMS was received.