Tickets & Help Desk

Breeze includes a native ticketing system built for MSP technician workflows. Tickets arrive from the customer portal, from alerts, from technicians, and through the API, and they all land in one queue, each with a number like T-2026-0042 for easy reference.

The Triage Queue

The Tickets page is a split-pane workspace: the ticket list on the left and a workbench for the selected ticket on the right, with no page reloads. View tabs slice the queue into My tickets, Unassigned, All open, Breaching soon, and Closed, while a filter bar narrows any view by organization, priority, category, and assignee. Site-restricted technicians only see tickets for devices in their assigned sites.

Ticket Lifecycle and Statuses

Every ticket moves through six core states (New, Open, Pending, On Hold, Resolved, and Closed), and resolving always requires a resolution note that is visible to the requester. Within each core state you can define unlimited custom statuses, such as “Waiting on vendor” under Pending, that apply partner-wide across all your customer organizations. The workbench also handles priority, assignment, and public replies versus internal notes that stay invisible to portal users.

Automated SLA Tracking

Breeze tracks each ticket against its category’s response and resolution targets, pausing the clock while a ticket is On Hold and surfacing an at-risk chip in the queue that turns to breached once a target passes. The SLA engine notifies the assignee and escalates to configured contacts as targets approach or are missed, and the Breaching soon tab collects everything at risk in one place. Precedence runs category SLA, then organization override, then partner-wide priority default.

Time Tracking and Billing

Technicians log time with a live timer anchored to the ticket number that follows them across the queue, or enter time manually in minutes. Parts can be recorded with quantity, unit price, and an optional cost basis for margin tracking, and entries default to billable using each organization’s hourly rate. The weekly Timesheet view rolls everything up by day with billable totals, supports admin approval, and a Billables Export produces a CSV for any date range up to 366 days. Time, cost, and parts data is never shown in the customer portal.

Linked to Alerts and Devices

Open any alert and click Create ticket to spin up a pre-filled, linked ticket, with the alert surfaced in the ticket’s properties rail for one-click navigation. Every device page carries a Tickets tab listing the tickets attached to that machine with status, priority, and SLA chips, the fastest way to check whether a device already has open issues before you start work.

Customer Submission and Keyboard-First Workflow

End-users submit tickets directly through their Customer Portal, where they only ever see public replies and conversation history, never internal notes, status changes, or assignment history. For technicians, the queue is built to be worked without a mouse: navigate with j and k, grab a ticket with a, focus the reply or note composer with r or n, and open the resolve form with e. Select tickets with checkboxes to bulk assign or change status on up to 100 at once.