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Tickets

Handle every client support request in one queue, from first email to billed time.

Open Tickets in your console

Where to find it
Service desk › Tickets
Who can use it
Anyone who can see the page
For
MSPs
Plan
Help desk - unlimited ticketing (per named agent; add-on) or Help desk + ad-hoc remote support (per named agent; add-on). See pricing
Feature
Built-in CRM & help desk for MSPs

What the page is for

Tickets is a page in the Lavawall® console, in the Service desk area. Lavawall is the RMM, security, and compliance platform from ThreeShield, built and hosted in Canada. About this feature.

Tickets is your service desk. Requests arrive by email to your support inboxes, from imports such as ZenDesk or HubSpot, or are created by your team. Each ticket records the client company, requester, assignee, category, priority, status, comments and time spent.

You can work the queue as a sortable list or as a board, filter by status, company, agent, tag and date, and act on many tickets at once. Opening a ticket shows the full conversation, attachments, a timer, related items and an AI analysis that pulls out tasks, calendar items and tips.

The page also holds your help desk setup: support inboxes and email sending, categories, priorities, imports and automatic email classification. A Billing view totals billable time per client each month against the service plan you assign to them.

What you see

The Tickets page, with the toolbar, bulk action bar, ticket list, ticket window, and time and related work numbered 1 to 5.
The Tickets page. Numbers match the list below.
  1. Toolbar: Search tickets..., status, company, agent and Tags filters, a date range, list or board view, and the New Ticket, Billing, Canned and Setup buttons.
  2. Bulk action bar: appears when you tick tickets: set status, assign, set priority, Apply, Merge or Cancel.
  3. Ticket list: #, Subject, Company, Requester, Assigned, Category, Status, Priority, Since, Updated and Created, loading more as you scroll.
  4. Ticket window: subject, status and classification flag, Details & Edit fields, AI Analysis, Comments, attachments and the reply box.
  5. Time and related work: timer with Start, pause and stop, manual time entries, and Add child, Merge and delete buttons.

How to use this page

How to create a ticket

  1. Select New Ticket.
  2. Choose the Company and Requester (type to search), and enter the Subject and Description.
  3. Set Status, Assigned To, Category and Priority, and add CC (comma-separated) addresses if needed.
  4. Tick Private (don't notify requester) if the requester should not be emailed.
  5. Select Save.

How to find and sort tickets

  1. Type in Search tickets... to search.
  2. Use the status list. Active (New/Open/Scheduled) is the default; other choices include Human Only (no automated), individual statuses, and classification tags such as Likely spam.
  3. Narrow by All Companies, All Agents (Unassigned or Assigned to Me), Tags, or the from and to dates.
  4. Select a column heading to sort. Switch between the list and board views with the view buttons.
  5. When new tickets arrive, select the new button at the bottom of the list to refresh.

How to reply to a ticket

  1. Select the ticket to open it.
  2. Type your reply in the box under Comments. Leave Public ticked to email the requester, or clear it for an internal note.
  3. Select Send & Close, or use the arrow beside it for Send & Leave Open, Send & Pending or Add Note (no email).
  4. Open Details & Edit to change status, company, requester, assignee, category, priority, CC addresses or tags.

How to see who the requester is and where they are

  1. Open the ticket. The line under the subject shows the requester's name, email address and phone numbers. Select a phone number to call it.
  2. The Requester panel at the top of the right-hand column shows their job title, company, email, phone and mobile numbers. Select the pencil to edit their details.
  3. Under Location, see the city, region and country their most recent computer connected from, the internet provider and type of connection (home, business, cellular and so on), and their last Microsoft 365 sign-in.
  4. The Devices panel below lists the computers linked to the requester, with each one's status, location and internet provider. If none are listed, search for a computer by name to link it.

How to track time

  1. In the ticket's Time card, select Start to run a timer. Use pause and stop as you work.
  2. To log time afterwards, enter the minutes and a description, then select the add button.
  3. Select Billing in the toolbar to see each client's billable time for the month.

How to merge, split or bulk-update tickets

  1. To combine duplicates, tick them in the list and select Merge, then choose the surviving ticket. The others are merged into it.
  2. From an open ticket, select Merge to merge it into another ticket, or Add child to create a linked child ticket with its own subject, assignee and priority.
  3. To update many tickets, tick them, choose Set Status..., Assign To... or Set Priority..., and select Apply.

How to set up your help desk

  1. Select Setup.
  2. On Email, create a New Inbox. Each inbox gets its own support address; you can forward your existing support address to it, set a From name, an optional Auto-reply and Email signature, and use Domain Routing to map sender domains to client companies (Auto-populate from M365/GW can fill this in).
  3. On Categories and Priorities, add and colour your categories and priority levels. A lower level sorts as higher priority.
  4. On Imports, select Seed Defaults for a starter set, or open the ZenDesk and HubSpot imports. You can also turn on ZenDesk Two-Way Sync.
  5. On Classification, add rules that tag new email as human, automated, newsletter or likely-spam, then select Classify untagged tickets to apply them to older tickets.

How auto-replies work, and how they are protected

Tick Auto-reply on an inbox and select Save to send a short confirmation, with the ticket number, to anyone who opens a new ticket by email. You can change the Auto-reply subject. Auto-reply is off for new inboxes until you turn it on.

Anyone can put any address in the From line of an email, and spammers do. If the help desk answered every message, your confirmations would go to people who never wrote to you (this is called backscatter). That annoys them and can push your real ticket replies into spam folders. So an auto-reply is only sent when it is safe:

  • The sender passes DMARC. Domain owners publish SPF (the servers allowed to send their mail), DKIM (a digital signature on each message) and DMARC (a rule that SPF or DKIM must pass for the domain in the From line). A message passes DMARC when its domain publishes a DMARC record and the message passes SPF or DKIM for that domain, which shows the From address was not forged.
  • The message is not automated. No auto-reply goes to bounces, delivery reports, read receipts, out-of-office and other automatic replies, mailing lists, newsletters and bulk mail, or to addresses such as noreply, no-reply, donotreply, mailer-daemon, postmaster, bounce, notifications and alerts. Replying to these either goes nowhere or starts a loop between two automated systems.
  • Once every 8 hours. The same sender gets at most one auto-reply from the same inbox every 8 hours, and each inbox sends at most 60 an hour.
  • A trusted name. The greeting uses the person's name only when they are already one of your contacts. Names typed into incoming email are not used.

Whatever the outcome, every email still becomes a ticket, and your technicians reply as usual. If a sender's domain has no DMARC record, they simply do not get the automatic confirmation.

All email sent by Lavawall, including ticket replies and notifications, is limited to 5 messages a minute to any one address, so a mistake or a loop cannot flood someone's mailbox.

How to set up billing plans

  1. Select Billing.
  2. Under Service Plans, select the add button and enter the plan name, type (Hourly, Included Hours or Unlimited), rates, Incl hrs/mo, Min bill (m) and whether it is the Default.
  3. Under Company Plans, assign plans to clients.
  4. Pick a month to see Used, Included and Remaining time for each company.

Tips

  • Your status filter is remembered, so the list opens the way you left it. If your filter returns nothing, the page falls back to All Statuses.
  • Use the Flag badge on a ticket to mark it as human, automated, newsletter or spam, with an option to tag similar emails automatically. A manual choice is never overridden by the rules.
  • Human Only (no automated) hides alerts and newsletters so you can focus on real requests.
  • Internal comments show an Internal badge and are not emailed to the requester.
  • To send replies from your own domain, set the From address on the inbox and publish the SPF and DKIM records shown in Forwarding, SPF & DKIM setup help, or replies may land in spam.
  • If attended remote support is available to you, Start ad-hoc support in a ticket creates a one-time support code and adds the join link to the ticket.

Troubleshooting

The list is empty.
Check the status, company, agent, tag and date filters. Choose All Statuses and clear the dates.
"Comment cannot be empty"
appears when you send a reply with no text.
"No requester yet"
means the ticket has no requester to email. Choose one under Details & Edit first.
"Session needs refreshing"
means your sign-in token expired. Refresh the page; an unsent reply draft is restored.
"Ad-hoc support unavailable"
means attended remote support is not available for your account.
A sender did not get an auto-reply.
Auto-replies go only to senders whose email passes DMARC, never to automated or mailing-list addresses, and at most once every 8 hours to the same sender. See How auto-replies work. The ticket is still created.
"Too many messages to this address in the last minute"
means 5 emails have already gone to that address in the last minute. Wait a minute and send again.

Task guides that use this page

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