This article explains how IT-Connect ticket creation and ticket visibility work for end users.
IT-Connect allows users to raise tickets, track updates, communicate with support, and manage ticket actions based on the channel settings configured by the MSP.
Who can create and view tickets
Ticket visibility in IT-Connect depends on the user type and manager relationship.
Users can create and view their own tickets.
Privileged users can create tickets for themselves. If they are set as a manager for other users, they can also create tickets for their team members.
Managers can view tickets created by their team members.
Super managers can view tickets created by all users under that customer.
Create a ticket from IT-Connect
End users can create a ticket from the IT-Connect app.
Open the IT-Connect app.
Click Create Ticket + from the top of the Service Desk screen.
In Create this ticket for, the user can choose who the ticket is for.
If they are a privileged user, they can select one of their team members.
Enter the Summary.
If required, enable Add participants and add other participants to the ticket.
Select the priority option.
The priority options shown to users can be customized from channel settings.
Enter the Description.
Add attachments, if required.
Click Create ticket.
Use templates while creating a ticket
If ticket templates are configured, IT-Connect suggests matching templates while the user creates a ticket.
The user opens the ticket form.
The user starts typing the issue in the Summary field.
IT-Connect shows suggested templates based on the text entered.
The user selects the matching template.
The priority and other details may be auto-filled from the template.
The user can review and update the details if required.
The user clicks Create ticket.
View ticket details in IT-Connect
End users can open a ticket to view key details such as:
Ticket ID
Ticket status
Priority
Assignees or chat members
Created date
Summary
Attachments
Conversation updates
The items shown to users depend on what is enabled in Control center > Channels > Channel settings.
Messages tab
The Messages tab helps users quickly view ticket conversations that have new or unread messages.
This tab displays message-based ticket activity in one place, helping users identify which tickets have recent replies or unread updates.
Users can open a message item to go directly to the related ticket conversation.
Announcements tab
The Announcements tab shows announcements sent from the support portal.
These announcements may include important updates, notices, or information shared by the support team.
Users can open the tab and review available announcements. They can acknowledge the announcement from within the app.
Add and manage participants in chat conversations
Users can view participants involved in a ticket conversation from the participant section in the ticket chat.
Users can also manage participants from the Manage participants option.
From here, users can:
View current participants
Search members
Add participants to the chat conversation
Manage who is part of the conversation
This helps keep the right people involved in ticket communication.
Cancel a ticket
Users can cancel their open tickets if Cancel button is enabled in channel settings.
Once canceled, the ticket will no longer remain active.
Reopen a closed ticket
Users can reopen a closed ticket if Re-open button is enabled in channel settings.
This allows the user to continue the ticket if the issue is not fully resolved.
Schedule a preferred contact time
Users can schedule a preferred time to connect with a technician if Scheduled time is enabled in channel settings.
This option appears inside the ticket and allows the user to choose a suitable contact time.
Feedback after ticket closure
Users receive a feedback prompt after a ticket is closed if Feedback is enabled in channel settings.
This allows users to rate or share feedback about the support experience.
IT-Connect channel settings
The options shown in IT-Connect are controlled from:
Control center > Channels > Channel settings
Available settings include:
Setting | What it does |
Assignees & chat members | Shows assigned technicians and chat members on the ticket |
Priority | Displays priority on tickets and while creating tickets |
Status | Shows real-time ticket status |
Re-open button | Allows users to reopen closed tickets |
Feedback | Sends a feedback prompt after ticket closure |
Cancel button | Allows users to cancel open tickets |
Scheduled time | Allows users to schedule a preferred contact time |
Changes made in channel settings apply globally across all tickets.
Important notes
Users can create and view their own tickets.
Privileged users can create tickets for team members if they are set as managers for those users.
Managers can view tickets of their team members.
Super managers can view all tickets under the customer.
The Messages tab shows new and unread ticket conversation updates.
The Announcements tab shows announcements sent from the support portal.
Priority, status, assignees, reopen, feedback, cancel, and scheduled time options are shown only if enabled in channel settings.