This article explains how IT-Connect ticket creation works for end users, what technicians should know about user permissions, and which ticket options are controlled from channel settings.
IT-Connect allows customer users to raise tickets, track updates, communicate with technicians, and manage ticket actions based on the settings enabled by the MSP.
How users create tickets in IT-Connect
Users can create tickets from the IT-Connect app by clicking Create Ticket + from the Service Desk screen.
On the ticket form, users can enter the issue summary, select the priority, add a description, attach files, and submit the ticket.
If templates are configured, IT-Connect can suggest matching templates when the user starts typing the issue summary. Selecting a template can auto-fill details such as priority.
Ticket creation based on user role
Ticket creation and visibility depend on the user’s access level.
Standard users
Standard users can create tickets for themselves and view their own tickets.
Privileged users
Privileged users can create tickets for themselves.
If a privileged user is set as the manager of other users, they can also create tickets on behalf of their team members.
Managers
Managers can view tickets created by their team members.
Super managers
Super managers can view tickets created by all users under the customer.
Fields shown while creating a ticket
The ticket creation form include the following fields:
Create this ticket for: Allows the user to choose whether the ticket is for themselves or another user they manage.
Summary: Short description of the issue.
Add participants: Allows users to include additional participants in the ticket conversation, if enabled.
Priority: Lets users select the urgency or impact level shown in IT-Connect.
Description: Detailed explanation of the issue.
Attachment: Allows users to upload screenshots, documents, or other supporting files.
The available fields may vary based on channel settings.
IT-Connect channel settings
Technicians and admins can control what users see in IT-Connect from:
Control center > Channels > Channel settings
Changes made in channel settings apply globally across tickets in next login or refresh or reopening application.
Assignees and chat members
Shows the assigned technician and chat members on ticket details in IT-Connect.
Priority
Displays the priority level on tickets and during ticket creation.
Priority labels shown to users can be customized.
For example, instead of showing only Critical, High, Medium, and Low, the user-facing messages can be changed to simpler options such as:
I can’t work, fix immediately
I can do my work but this is important
Fix it at your normal pace
I can do my work, any time today is fine
Status
Shows the real-time ticket status to users in IT-Connect.
Re-open button
Allows users to reopen a closed ticket from IT-Connect.
Feedback
Sends a feedback prompt to users after a ticket is closed.
Cancel button
Allows users to cancel their open tickets from IT-Connect.
Scheduled time
Allows users to choose a preferred contact time for the ticket.
Important notes for technicians
Users only see the options enabled in Control center > Channels > Channel settings.
Privileged users can create tickets for team members only when they are configured as managers for those users.
Managers can view tickets raised by their team members.
Super managers can view all tickets under the customer
Priority wording shown to users can be customized without changing the internal ticket priority structure.
Reopen, cancel, feedback, scheduled time, status, and priority visibility are controlled separately from channel settings.