Tickets are how you track customer-reported issues, internal requests, and monitoring alerts in ZestMSP. This article covers creating a ticket, working it through to resolution, and the fields that drive routing, SLAs, and billing.

What's in a ticket

Every ticket has three groups of information:

• The core: Title, Description, and a Checklist of sub-tasks.
• Routing: Company, Queue, Issue type, Issue subtype, Primary resource, and Reporter — these decide who works the ticket.
• Tracking: Urgency, First Response SLA, Resolution SLA, Priority, and Status.

Create a ticket

1. Go to Tickets in the left nav and click Create a new ticket.
2. Choose the Company (the customer this is for) and the Reporter (the contact who raised it).
3. Set the Queue — this drives the SLA targets and which User Group works the ticket.
4. Pick an Issue type and Issue subtype to categorize the work.
5. Add a clear Title and Description.
6. Optionally assign a Primary resource now, or leave it unassigned for whoever picks it up.
7. Save.

Tip: Most tickets arrive automatically. Email Submission pulls them from your support inbox and your RMM routes monitoring alerts to the Monitoring Alerts queue. Manually created tickets are mostly for internal work or phone-in requests.

Work the ticket

Open the ticket from the Tickets list or from Workfeed.

Read the SLAs panel

The right sidebar shows three numbers at the top:

• Urgency — a numeric score shown on every ticket. Higher means more pressing.
• First Response SLA — time remaining until you must reply to the customer.
• Resolution SLA — time remaining until the ticket must be closed.

Negative values mean the SLA has already breached. SLA targets come from the ticket's Queue.

Use the Checklist

For multi-step work, click Add checklist to break the ticket into discrete items. Each item records who added it and when, and any member can edit or delete items as the work evolves. Use this for procedures like new-hire onboarding or device provisioning.

Add Materials

If the work involves billable parts, licenses, or other line items, click Add new material and pick from your Services and Products catalog. Materials flow to the customer's next invoice.

Log time

Open the Time entries tab to record work. Time entries:

• Draw down Block Hours when the customer has Block Hours enabled.
• Appear in Timesheet and Time Entries for billing review.
• Flow to invoices through the customer's Contract.

Comment vs. reply

The Comment box has two modes:

• Send reply to customer — emails the Reporter via the Outlook integration. Use for status updates the customer should see.
• Add a comment — internal note visible to your team only.

The Activity area also has History log, which records every status change, assignment, and field edit for audit.

Resolve, Reassign, or Schedule

Three top-right buttons cover the most common actions:

• Resolve — closes the ticket and stops the Resolution SLA clock.
• Reassign — hand the ticket to a different Primary resource.
• Schedule — block time on your calendar to work the ticket. Requires the Microsoft Outlook or Google Calendar integration.

Additional actions live behind the More menu.

Related articles

• Set up Queues, Issue Types, and SLA targets
• Capture tickets from email (Email Submission)
• Log time with Timesheet and Time Entries
• Add and manage Customer Companies