Tickets is a built-in support ticketing workspace inside Forecast PSA. It gives your team a single place to receive, triage, and resolve customer support requests.
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What Tickets does
Tickets brings customer support directly into Forecast PSA so you no longer need a separate tool or a shared inbox to manage requests.
Because Tickets lives inside Forecast PSA, every ticket is automatically linked to the relevant company and contact records.
This means support activity shows up right alongside the rest of your client work, with no need to switch between systems or duplicate information.
Note: A ticket doesn't require a contact, so the record will still be created without one. However, there's currently no way to automatically create a contact, or create one directly from a ticket.
With Tickets, your team can:
Automatically turn inbound emails into tickets
Reply to customers without leaving Forecast PSA
See an AI-generated summary of each ticket for fast triage
Track response and resolution times against your SLA targets
Insights into your tickets' status and priority
Auto-reply templates for when a ticket is created and resolved
Accessing Tickets
Once it's rolled out to your workspace, Tickets uses the same login as Forecast PSA - so if you can already access Forecast PSA, you're all set to use Tickets. You'll find Tickets in the top navigation bar.
Configuring Ticket permissions
Once Tickets is enabled in your workspace, Admins can go to the Admin Panel under Permissions to find a new set of ticket-specific permissions.
From there, you can update your permission profiles to ensure each group has the access they need to the Tickets workspace.
Permission |
Description |
|---|---|
View tickets |
Read any ticket, its stream, activity, and attachments. |
Create tickets |
Open new tickets (manual or via email ingestion). |
Assign tickets |
Assign or reassign tickets to any agent. |
Manage tickets |
Edit ticket (status, priority, labels), manage SLA state, close and reopen tickets. |
Administer tickets |
Access admin settings: SLA thresholds, auto-reply templates, team configuration. |
Ticket notifications
Once Tickets is enabled for your workspace, Ticket notifications will be available for your team to configure in their notification settings.
Trigger |
Notification |
|---|---|
A ticket is assigned to me |
✓ |
I'm mentioned in a ticket |
✓ |
A customer replies to my ticket |
✓ |
A ticket I'm watching changes |
✓ |
SLA breached |
✓ |
Where to go next
Tickets is available as a paid add-on module. To enable it for your team or talk through pricing, reach out to your Account Manager.
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