Ticketing

Breeze includes a built-in ticketing system designed for MSP technician workflows. Tickets arrive from the customer portal, from alerts, from technicians creating them by hand, and through the API — and they all land in one queue. Open Tickets from the left sidebar to start working.

Every ticket gets a number in the form T-YYYY-NNNN (for example T-2026-0042), which appears throughout the dashboard and is the easiest way to reference a ticket with your team or a customer.

The 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. Selecting a ticket in the list opens it instantly in the workbench — no page reloads. On narrower screens, selecting a ticket opens its full page instead.

Across the top, view tabs slice the queue:

Tab	Shows
My tickets	Open tickets assigned to you
Unassigned	Open tickets nobody owns yet
All open	Every open ticket you can see
Breaching soon	Open tickets whose SLA is at risk or already breached
Closed	Resolved and closed tickets, newest first

Below the tabs, a filter bar narrows any view by organization, priority, category, and assignee, and a search box matches against ticket subjects. Each row shows the ticket number, subject, status, priority, and an SLA chip when the clock is running low.

Site-scoped technicians

Organization users restricted to specific sites only see tickets whose device belongs to one of their sites. Tickets with no device attached (general, org-level requests) remain visible to every technician in the organization. Site-restricted users also can’t create tickets against — or move tickets onto — devices outside their sites.

Working a Ticket

The workbench shows everything you need to resolve a ticket without leaving the queue:

• Status — move the ticket between New, Open, Pending, On hold, Resolved, and Closed. Resolving always asks for a resolution note, which is visible to the requester, so the customer sees what was done.
• Priority — change between Low, Normal, High, and Urgent.
• Assignee — assign or unassign the ticket. Press a to grab the selected ticket for yourself.
• Properties rail — requester, source, created date, due date, the reason a ticket is waiting, the resolution note, and any linked alerts with one-click navigation to the alert itself.

Click the expand icon (or press Enter) to open the ticket as a full page when you need more room.

Replies and Internal Notes

The composer at the bottom of every ticket has two modes:

• Reply (the default) — a public response. If the ticket came from the customer portal, your reply appears in the requester’s portal conversation.
• Internal note — visible only to your team. The composer switches to a clearly marked highlighted style with an “Internal: not visible to requester” banner, so there is no ambiguity about who will see what you are typing.

Portal users only ever see public replies. Internal notes, status changes, and assignment history stay inside the dashboard.

Press Cmd+Enter (or Ctrl+Enter) to send without leaving the keyboard.

Keyboard Shortcuts

The queue is built to be worked without a mouse:

Key	Action
j / k	Move down / up the list
Enter or o	Open the selected ticket as a full page
a	Assign the selected ticket to me
r	Focus the reply composer
n	Focus the internal note composer
e	Open the resolve form (resolution note)
Esc	Leave the composer / go back

Bulk Actions

Select tickets with the checkboxes in the list and an action bar slides up from the bottom of the pane. From there you can:

• Bulk assign — hand a batch of tickets to a technician, or unassign them.
• Bulk status — move a batch to New, Open, Pending, On hold, or Closed.

You can act on up to 100 tickets at once. Resolving is intentionally excluded from bulk actions: every resolution needs a per-ticket resolution note, so tickets are resolved individually from the workbench.

Creating Tickets

Tickets enter the queue from four directions:

• By a technician. Click Create ticket on the Tickets page, pick the organization, enter a subject and description, and optionally attach a device, category, and priority.
• From an alert. Open any alert and click its Create ticket button. The ticket is pre-filled from the alert and linked to it, so the alert shows up in the ticket’s properties rail.
• From the customer portal. End-users submit tickets through their Customer Portal, and those tickets land directly in the queue for triage.
• Through the API, for integrations and automation.

Categories and SLAs

Go to Settings > Ticketing to manage ticket categories.

1. Enter a category name, pick a color, and click Add.

2. Use the categories to organize the queue — they appear in the category filter and on the create-ticket form.

3. Deactivate a category to retire it without losing the tickets already filed under it.

Categories also carry SLA targets (response and resolution times) and billing defaults. When a ticket’s resolution target is running out, an at-risk chip appears in the queue, turning to breached once the target has passed — and the Breaching soon tab collects all of them in one place.

Note

The automated SLA engine is live. Breeze tracks each ticket against its category’s response and resolution targets, pauses the clock while a ticket is On Hold, monitors for breaches, and notifies the assignee (and escalates to the configured contacts) as a target approaches or is missed.

Custom Statuses & SLA Configuration

Go to Settings → Ticketing to configure statuses, priority labels, and SLA defaults. The page is tabbed: Statuses, Priorities, Categories, and Export.

Custom ticket statuses

Every ticket status maps to one of six core states: New, Open, Pending, On Hold, Resolved, and Closed. Within each core state you can create as many custom statuses as your workflow needs — for example “Waiting on vendor” under Pending, or “Needs review” under Resolved. Custom statuses appear in the workbench status picker, grouped by their core state. Tickets that pre-date custom statuses show the core state label directly.

Statuses are partner-wide and apply across all your customer organizations. Built-in statuses cannot be deleted. Custom statuses can be deactivated (they disappear from the picker but existing tickets keep their status). Use the up/down arrows on any row to reorder statuses, which sets the order they appear in the picker.

Priority labels and partner-wide SLA defaults

Under the Priorities tab you can rename each of the four priority levels (Low, Normal, High, Urgent) to match your team’s language. For each priority you can also set partner-wide default response and resolution SLA targets (in minutes). These defaults apply to every ticket that doesn’t have a more-specific override.

Per-organization SLA tiers

In an organization’s settings, open the Ticketing tab to set per-priority SLA overrides for that customer. You can also set the organization’s default hourly rate and whether new time entries default to billable.

Note

Saving organization-level ticketing settings requires MFA confirmation. SLA precedence: a category’s SLA beats an organization override, which beats the partner-wide priority default.

Time Tracking & Parts

Breeze lets technicians log time and record parts against any ticket. These records feed the billing summary on the ticket’s properties rail and the weekly Timesheet view — but are never shown in the customer portal.

Timer widget

When you are working a ticket, click Start timer in the Time & Billing rail to begin tracking. A live clock appears in the top navigation bar, anchored to the ticket number, so the timer follows you across the queue. Only one timer can run per technician at a time — starting a new timer automatically stops the previous one.

Click the stop icon in the header widget to open the stop popover, where you can add a description and mark the entry as billable before saving.

Manual time entry

Click Log time in the ticket’s Time & Billing rail to open the quick-add form. Enter the number of minutes, an optional description, and whether the entry is billable, then click Save. The entry is back-dated so the end time is now and the start time is now minus the minutes you entered.

Parts

The Parts card on the ticket rail lets you record physical or consumable items used on a job. Each part has a description, quantity, unit price, and an optional cost basis for margin tracking. Parts default to billable; uncheck the box for internal-only consumables.

Timesheet

Open /timesheet from the sidebar to see a week-at-a-glance view of all your time entries, grouped by day with billable totals. Use the week navigation buttons to move backwards and forwards. Technicians with a wildcard-permission admin role can switch to any other technician’s timesheet via the dropdown.

Admins can select one or more completed entries and click Approve selected to mark them approved. Approved entries become immutable for non-admins.

Billables export

Under Settings → Ticketing, the Billables Export card lets you download a CSV of all time entries and parts for any date range up to 366 days. The export includes each entry’s approval status, billable flag, and computed amounts — useful for invoicing or importing into external accounting tools.

Note

Time entries and parts are technician-facing only. End-users accessing the customer portal never see time logs, cost data, or parts records.

Tickets on a Device

Every device page has a Tickets tab listing the tickets attached to that device, with status, priority, and SLA chips. It is the fastest way to check whether the machine you are about to work on already has open issues.