TICKETING
Ticketing & PSA
A full-featured ticket system built into your RMM. No ConnectWise license, no sync issues, no bolt-on tax — just ticketing that works with your data.
Most MSPs manage tickets in one tool and endpoints in another, with a fragile sync between them that breaks at the worst times. MaxRMM's built-in ticketing system lives in the same platform as your monitoring and alerting — so when an alert fires, a ticket appears with the device, alert context, and relevant telemetry already attached. No manual data entry, no copy-pasting from your RMM into your PSA.
Tickets follow a full status workflow: open, in progress, waiting on client, resolved, closed. Technicians can add comments and internal notes, log time directly on the ticket, and see SLA countdowns in real time. Priority levels and categories let you sort and filter your queue exactly how your team works.
For MSPs who are used to separate PSA tools, the transition is straightforward — and the savings are immediate. No additional license, no per-seat PSA cost, no integration to maintain. Everything you need to manage client work is already in the platform you're using to manage their endpoints.
What's included
Built-In Ticket System
Full ticketing inside MaxRMM — no external PSA required. Tickets have full context from your RMM data from the start.
Auto-Create from Alerts
When an alert fires, a ticket is created automatically with device info, alert type, and telemetry snapshot pre-populated.
Status Workflow
Open → In Progress → Waiting on Client → Resolved → Closed. Configurable to match how your team actually works.
Comments & Internal Notes
Add client-visible comments or internal notes visible only to your team. Keep the full context in one place.
Time Tracking Per Ticket
Log time directly on each ticket. See total hours per ticket, per technician, or per company for billing and reporting.
SLA Tracking
Visual SLA countdowns on every ticket. See at a glance which tickets are at risk and which are breaching.
Priority & Categories
Tag tickets by priority (low/medium/high/critical) and category. Filter, sort, and assign queues the way your team works.
How it works
Alert fires
An alert threshold is breached — service down, disk full, AV offline. MaxRMM detects it immediately and triggers the ticketing workflow.
Ticket auto-created
A ticket is created with device name, company, alert context, and priority already filled in. The technician queue is updated immediately.
Tech resolves, time logged
The tech works the ticket, logs time, moves it through the workflow, and marks it resolved. All activity is captured for SLA and billing reporting.
WHY MAXRMM IS DIFFERENT
Built-in means no ConnectWise license, no sync issues, no bolt-on tax.
The average MSP pays hundreds of dollars per month for a separate PSA that barely integrates with their RMM. Data lives in two places. Syncs break. Technicians manually copy alert details into tickets. MaxRMM eliminates that entire category of pain. Ticketing is built into the same platform as your monitoring, alerting, and patching — so alerts create tickets with full context automatically, time tracking lives next to device telemetry, and your team has one less tool to log into every day.
Drop the bolt-on PSA. Use ticketing that's built in.
No separate license. No sync issues. Just ticketing that works with your RMM data.