Tickets

Tickets send a support request to the OEM / manufacturer behind a device (or your MSP), giving them remote access to diagnose and resolve the issue. The Tickets screen (Operations → Tickets) is where you track and manage those requests.

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Tickets apply to native devices only

A ticket is routed to the manufacturer behind a device, so tickets are available only for natively-integrated devices whose manufacturer offers remote support. They are not available for Cloud-to-Cloud (connector) devices or Edge devices, which have no OEM ticketing channel.

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Heads up

Opening a ticket grants the manufacturer/MSP full access to the device — they can read its information and run commands on it (reboot, firmware upgrade, etc.).

How to create a ticket

You can open a ticket directly on a device, or by escalating an incident.

On a device

1. Open the device's details screen — from the Devices screen (Inventories → Devices), a widget on a space Dashboard, or anywhere else that links to the device.
2. Click Support, then Open Ticket.

3. In the Request device support window, give the ticket a Title and a detailed Description, then click Escalate. The manufacturer is notified.

By escalating an incident

1. Open Operations → Incidents and select the incident.
2. Click the red Escalate button.
3. Add a Title and Description, then click Escalate.

Managing tickets

Open Operations → Tickets to see every ticket. Use the Active Only and All Tickets tabs to switch between open and historical tickets; each ticket links to its device and shows its status and comment thread.

When you open a ticket, the Request device support window shows the device, its manufacturer, and the fields to describe the issue.