SuperOps.ai Ticket Management

Overview

SuperOps.ai tickets are the core unit of service delivery in the PSA. Every client request, incident, and service task flows through the ticketing system. This skill covers comprehensive ticket management including creation, updates, notes, time entries, and workflow automation using the GraphQL API.

Anti-triggers

• Tickets in another PSA — connectwise-psa-tickets,

autotask-tickets, halopsa-tickets, syncro-tickets, and atera-tickets are separate queues. Nothing here reads or writes them.

• The alert that produced the ticket — use superops-alerts.
• Running the fix on the endpoint — remediation is

superops-runbooks; a resolved ticket does not imply a fixed machine.

Ticket Status Values

Ticket Priority Levels

Key Ticket Fields

Only two fields are required on create: subject (String) and client (ClientIdentifier). The rest are optional but drive routing and reporting:

Identifier inputs are objects, not scalars — client takes { "accountId": ... }, techGroup and category accept { "name": ... }, requester accepts { "email": ... }.

See references/fields.md for the complete field reference.

GraphQL Operations

getTicketList returns a listInfo block (totalCount, hasNextPage, endCursor) for cursor pagination; first controls page size.

See references/api.md for the full operation catalog with request shapes and variable examples.

Common Workflows

Ticket Creation Flow

1. Validate client exists - Query client by name or ID
2. Check for duplicates - Search recent tickets with similar subject
3. Set defaults:

• Status: Open
• Priority: Medium (if not specified)

1. Create ticket - Use createTicket mutation
2. Send acknowledgment - Note auto-reply to requester

Ticket Triage Workflow

1. Query getTicketList filtered to status: ["Open"] with assignee: null,

ordered by priority descending.

1. Assign each ticket via updateTicket (set assignee and status: "In Progress").

Escalation Workflow

Escalation is an updateTicket call that raises priority and reassigns techGroup to the higher tier, with an escalationReason recording why.

See references/api.md for both workflow queries.

Error Handling

Common Errors

Validation Patterns

// Validate before creating ticket
function validateTicketInput(input) {
  const errors = [];

  if (!input.subject || input.subject.trim().length === 0) {
    errors.push('Subject is required');
  }

  if (!input.client?.accountId) {
    errors.push('Client is required');
  }

  if (input.priority && !['LOW', 'MEDIUM', 'HIGH', 'CRITICAL'].includes(input.priority)) {
    errors.push('Invalid priority level');
  }

  return errors;
}

Best Practices

1. Validate before creating - Search for duplicates, verify client
2. Use descriptive subjects - Include who's affected and symptoms
3. Set accurate priority - Use impact/urgency matrix
4. Log time immediately - Don't batch at end of day
5. Update status promptly - Keeps queues accurate
6. Use internal notes for technical details - Keep public notes professional

Related Skills

• SuperOps.ai Clients - Client and contact management
• SuperOps.ai Assets - Asset inventory
• SuperOps.ai Alerts - Alert management
• SuperOps.ai API Patterns - GraphQL patterns