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Context:

PSA Defaults allow you to define the properties of tickets that are created through the “Text to Ticket” feature, and to define what statuses tickets show go to when an end-user sends in follow-up text messages. 

Creating Ticket Properties

  1. Login to MSP Process (https://app.mspprocess.com) as an Admin-level user
  2. Go to AI Service Desk -> Ticketing -> Ticket Properties
  3. On the right-hand side of the web site, click the Create button
  4. In the New Ticket Properties section, specify how you’d like things to be configured when MSP Process creates a new ticket for you in ConnectWise
Many MSPs have a Triage service board where tickets first land, and those tickets are then reassigned to other, more appropriate Service Boards. If that’s how your ConnectWise environment has been setup, you can specify how you’d like tickets to be updated by clicking the Add Service Board button at the bottom of the page, and selecting a Service Board to configure: ** ** You can add as many additional Service Boards as needed. When ready, click Submit.

Definition of Fields

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.