Use ticket routing to automatically assign inbound tickets

To set up ticket routing for your MSP Manager account, make sure to first configure your ticket routing rules. This ensures all email, customer portal requests, and N-central alerts will automatically create tickets in MSP Manager.

For ticket routing to work correctly, you must specify a default service item and configure at least 1 option for the Email, Portal, and N-central sections located in Settings > Tickets & Workflows > Routing Rules.

In order to automatically create tickets, MSP Manager must be able to determine which customer to assign the ticket to. The only way this can currently happen is if the sender's email address of the ticket request is a contact assigned to a specific customer, or the email domain of that sender is unique and associated to a customer. Additionally, after the customer is successfully identified, they must have a valid default service item. Without these conditions in place, tickets will not be automatically created from email requests.

Email ticket routing

To route a ticket from email, MSP Manager determines the identity of the customer in one of two ways:

  • If the sender email address matches a customer contact.
  • If the sender email domain matches a customer email domain.

Assign an email domain to your customers

Enter an email domain for each customer in MSP Manager for ticket routing to work correctly.

  1. Navigate to the Customer Menu and select a customer from the list.
  2. Select the Actions menu in the top right corner of the page and click Edit Customer.
  3. Enter the customer domain in the Email Domain field and click Save Customer.

Tickets are created from incoming email after assigning an email domain and specifying a default service item.

Specify a default service item

  1. Navigate to the Customer Menu and select a customer from the list.
  2. Select Service Items and click to edit a service item.
  3. Select the Default Service Item check box and click Save.

Complete these steps for all customers in MSP Manager for ticket routing to work for everyone.

Portal ticket routing

Customers with portal access must have a default service item specified for tickets to be created automatically in MSP Manager .

N-central ticket routing

Is Service Item mapping configured in N-central?

  • If yes, the ticket is routed to the mapped service item. No further action is required.
  • If no, the customer must have a default service item specified in MSP Manager.

Ticket requests from N-central, email, and the customer portal are automatically turned into tickets and routed correctly when a default service item and an email domain are assigned to all customers.

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