AI ticket intake
AI chooses the request form from the client's description, fills in the fields and asks about anything required that's missing. Nothing is sent until the client submits.
Clients submit a ticket and see who has it
AI-assisted ticket intake, synced with your PSA
MSP team view
Clients describe the problem in their own words, AI fills in the right request form, and they review it before submitting. Tickets sync with ConnectWise, HaloPSA, Autotask or Syncro, so status, the assigned technician and replies show up in their branded portal.
Used by MSPs including
What changes for your clients
The problem
Clients find their current IT portal clumsy, so they send an email and hope someone picks it up
In MSPortal
Clients describe the problem in plain words, AI picks the matching request form and fills it in, and they review it before submitting
The outcome: Opening a ticket takes about as long as writing an email, and the ticket arrives complete
The problem
Clients submit a request, then spend the next day answering questions about which device and which user
In MSPortal
Request forms ask for the device, affected user, screenshots or approvals your team needs, and show extra questions only when an answer calls for them
The outcome: Work starts on the first reply instead of after a round of follow-up questions
The problem
Clients can't tell whether anyone has picked up their ticket or what happened to it
In MSPortal
Status, the assigned technician and public replies come back from your ticketing system into the portal
The outcome: Clients see every ticket, who is working on it and the full conversation in one place
“We run a hospitality-first MSP, so the client experience has to match that standard — and MSPortal delivers it. One branded destination for tickets, compliance, and reporting, all syncing straight into HaloPSA with no copy-paste and no chaos. The compliance dashboards and AI-generated reports have made our client conversations noticeably sharper, and onboarding new accounts is dramatically smoother. It's become part of how we deliver, not just another tool in the stack.”
What's included
Client view
Template-based routing
Each template sets the board, type, subtype, status and priority, with overrides per client company and rules that raise priority for specific answers.
MSP team view
Two-way PSA sync
Create tickets, add notes and change status in ConnectWise, HaloPSA, Autotask or Syncro from the portal. Webhooks push ConnectWise updates as they happen.
Smart templates
Build forms from over 30 field types, including devices, Microsoft 365 groups, screenshots and IT Glue or Hudu assets. Fields and sections appear only when an earlier answer calls for them.
Branded on every screen
Clients use the same branded ticket view on phone, tablet and desktop, in the Chrome extension, or as a tab in your Microsoft Teams app.
Ticket reporting
Add ticket volume, types, submitters, locations, completions by week and hours worked to client reports and QBRs.
At a glance
- Two-way ticket sync with ConnectWise, HaloPSA, Autotask and Syncro
- Client approvers approve or reject change requests from the ticket
- Technicians get AI summaries of long ticket histories, which clients never see
- One login shows tickets for every location to client users you give parent access
Which PSA tools does MSPortal sync tickets with?
ConnectWise, HaloPSA, Autotask and Syncro. With all four, the portal can create tickets, add notes and change status. Attachments work with every one except Syncro. ConnectWise updates arrive by webhook, and Autotask and HaloPSA can use webhooks once you set them up. Otherwise a scheduled sync brings changes in within 5 to 15 minutes, depending on the PSA.
What does AI do with tickets?
On the New Ticket form, and in the portal's AI assistant, AI picks the request template from the client's description and fills in its fields. The client reviews the form and submits it. The template then sets the board, type and priority, so routing follows your rules rather than an AI guess. Technicians can also generate AI summaries of a ticket's history, which only your team sees.
How do clients follow their tickets?
Clients see the tickets you allow, whether that is their own, their location's or their whole company's. They see status, the assigned technician and public notes, and can reply and add attachments if their role allows it. Internal notes and worked hours stay hidden unless you choose to show hours. Users with parent access can switch between locations or see them all together.
Does the ticket portal work on mobile devices?
Yes. The portal adapts to phone, tablet and desktop browsers. There is no separate mobile app. Clients can also open tickets from the Chrome extension, with screenshot capture, or from a Tickets tab in your branded Microsoft Teams app.
Can I customize the ticket submission forms?
Yes. Templates support over 30 field types, required and conditional fields, instructional text, and embedded templates that create their own linked tickets. You can vary a template by client company, limit it to certain roles or industries, and import or export templates as JSON or CSV. AI can also draft a new template for you to edit and save.
Explore related features
See how it would work for your clients.
Book a 30-minute demo with our team, or try it yourself.