Tickets
The Tickets module is PMSuite's built-in support-request system. It gives your team a single, trackable queue for every request raised by clients or employees — capturing who raised it, what it is about, which team owns it, and which project it relates to. Agents reply within the platform, and the full conversation is recorded on the ticket.
This article gives an overview of the tickets system. For step-by-step instructions on each part, follow the links in the Related Articles section at the bottom.
Who can use it
| Role | What they can do |
|---|---|
| Company Admin | Full access — create, view, assign, configure, and manage all tickets. |
| Employees (with ticket permission) | Create tickets and view tickets within their permission scope. |
| Clients | Raise requests through the Public Ticket Form or through their client portal. |
| Guest requesters | Submit tickets without logging in using the Public Ticket Form — they receive a guest link in their notification email so they can view progress without a PMSuite account. |
Ticket visibility after creation is governed by the Ticket Visibility Setting tab in Ticket Settings and by each user's role under Roles & Permissions. If a user cannot see a ticket they expect to see, check their permissions and have them log out and back in — permission changes do not always take effect on an already-active session.
Prerequisites
- The Tickets module must be enabled for your company in Settings → Module Settings. When the module is disabled, accessing the tickets URL redirects users rather than showing a permission error.
- At least one Ticket Group should be configured so tickets can be routed to a team. See Ticket Groups & Agents.
- Ticket Agents should be assigned to those groups.
- Ticket Types should be set up if you want requests categorised by type. See Ticket Types.
All ticket configuration lives in Settings → Ticket Settings, which has these tabs: Ticket Agents, Ticket Groups, Ticket Types, Ticket Channel, Reply Templates, Round Robin, Ticket Visibility Setting.
How to Access
| Destination | Path |
|---|---|
| Ticket list | Sidebar → Workspace → Tickets (/account/tickets) |
| Create a ticket | /account/tickets/create — also reachable from the global quick-create menu ("Create Ticket") |
Ticket fields
Every ticket form is divided into the main details and an Other Details section for supplementary information.
| Field | Notes |
|---|---|
| Requester | Select Client or Employee — who the ticket is raised on behalf of. Both are supported. |
| Requester Name | The specific client or employee the ticket belongs to. |
| Contact Name | An additional contact for the request, where relevant. |
| Assign Group | Routes the ticket to a team before an individual agent is chosen — useful for triage. Client submitters do not see this field; it is an internal-only control. |
| Agent | Assigns the ticket to a specific person. |
| Project | Optionally links the ticket to a project. The ticket also appears on that project's Tickets tab once linked. |
| Type | Categorises the request. Values come from your Ticket Types configuration. |
| Subject | A short, specific title visible in the ticket list. |
| Description | The full detail of the request. |
| File upload | Attach screenshots, documents, or logs. |
| Other Details | Holds any Custom Fields defined for tickets in Settings → Custom Fields. Submitted values appear under their proper field labels on the saved ticket. |
Routing and assignment
Tickets can be assigned manually or distributed automatically.
Manual routing: When creating a ticket, select a Group and optionally an Agent. The group puts the ticket in the right team queue; adding an agent gives it a named owner from the start.
Round Robin: Enable Round Robin in Settings → Ticket Settings to have new tickets distributed automatically across available agents without manual assignment. This is useful when ticket volume is steady and you want even workload distribution.
Ticket lifecycle at a glance
- Ticket is created by an admin, employee, client, or guest via the Public Ticket Form.
- It appears in the ticket list at
/account/ticketsand is searchable, including by the requester's company name. - An agent is assigned (manually or via Round Robin) and begins working on it.
- Conversation continues through Ticket Replies. Badges visually distinguish customer replies from internal admin replies.
- Ticket is resolved and closed. Tenant admins close tickets from the ticket record itself — closing is not available as an action within the reply form for tenant admins.
Effect on other features
- Dashboard — open tickets contribute to the Open Tickets metric visible on every dashboard view.
- Project record — a ticket linked to a project appears on that project's Tickets tab, giving project owners visibility into support activity alongside tasks and invoices.
- Employee record — an employee's Ticket tab lists tickets associated with them, and the employee profile stats panel counts open tickets.
- Notifications — "Support Ticket" is one of the configurable notification events in Settings → Notification Settings. Ticket activity can trigger email, push notification, and Slack alerts. Slack notifications are delivered one-way (PMSuite → Slack) through the incoming-webhook connection configured on the Slack tab in Notification Settings.
Limitations
| Limitation | Workaround |
|---|---|
| Client submitters cannot select the internal Ticket Group. | An admin or agent sets the group after the ticket arrives, or use Round Robin to assign an agent automatically. |
| Tenant admins cannot close a ticket from the reply form. | Change the ticket's status from the ticket record itself rather than from the reply box. |
| Email-to-ticket intake exists in the product but is still undergoing technical refinement and is not reliable for production use. | Use the Public Ticket Form for external submissions, or create tickets manually and record the intake channel using the Channel field. |
| Type, Group, and Channel dropdowns are empty until configured. | Add the needed values under Settings → Ticket Settings before creating tickets in bulk. |
Troubleshooting
The Tickets page redirects me instead of loading. The Tickets module is disabled for your company. A Company Admin can enable it in Settings → Module Settings.
A colleague cannot see the ticket I created. Check the Ticket Visibility Setting tab in Ticket Settings, then check their role under Roles & Permissions. After any permission change, have the colleague log out and log back in — an active session may retain the old permissions.
The Agent or Group dropdown is empty. No ticket groups or agents have been configured yet. A Company Admin needs to set them up under Settings → Ticket Settings → Ticket Groups and Ticket Agents. See Ticket Groups & Agents.
A client is not receiving ticket notification emails. Confirm that Receive Email Notifications is enabled on that client's record — this is the most common cause of missing client emails.
Custom-field answers appear without labels. Confirm the custom fields are defined for the Ticket module under Settings → Custom Fields. Submitted values show under their proper labels on the saved ticket once the fields are correctly configured.