MSP Manager

Turn inbound email into tickets

Question

Why does MSP Manager not automatically create tickets from inbound emails?

Answer

Emails come into MSP Manager as ticket requests in HelpdeskInbound Tickets. Click Create Ticket to turn the request into an open ticket.

To conveniently create a support ticket, assign an email domain and a default service item to your customers. The ticket is then automatically assigned to the customer and service item.

Click here to learn more about how ticket routing works.

  1. Navigate to and select a customer from the list.
  2. Select Actions > Edit Customer.
  3. Enter the customer's email domain in the Email Domain field and click Save Customer.
  4. Click Service Items and click next to the service item you want to edit.
  5. Under Service InfoStatus section, select Default Service Item, and click to save.