In addition to the Web Portal, tickets can also be created using the Agent or the Agent Browser. This allows end users to submit their support requests, whether the Datto RMM account is using standalone ticketing or is integrated with Autotask PSA. Refer to About tickets.
Agent ticketing for end users is not currently available if the ConnectWise integration is enabled for the Datto RMM account.
Open the Agent Browser by double-clicking the Datto RMM system tray icon.
Complete the Ticket Title and Description fields.
Click OK to submit the ticket.
You will be able to view open tickets on the Tickets tab in the Agent Browser.
An email notification will be sent to the assigned resource, and the technician can work on the ticket in the Datto RMM Web Portal. Refer to Manage tickets.
The assigned resource for tickets submitted by end users can be configured in the Datto RMM Web Portal. The selected recipient will receive email notifications of new tickets. The assigned resources can be configured at the Account and Site level as well. Resources configured at the Site level will override any set at the Account level. For further information, refer to Assigned Resource for End-User Tickets.
The Autotask PSA Integration must be enabled and configured for the account. Refer to Autotask PSA Integration.
In the site that the end user's device is added to, the Autotask Ticket Integration option must be switched ON in Site Settings, and the device must be synchronized to Autotask PSA. If the option is switched OFF or the device is not synchronized, the end user will not be able to access the Support Request form. For information on how to synchronize devices in the Autotask PSA Integration, refer to Configure device synchronization.
The end user's device must be targeted by an Agent Policy in which the Take screenshot and request support and/or Request support options are enabled. For more information, refer to Create an Agent policy.
When the above requirements are met, end users can create tickets by following the steps below.
Agent Browser Open the Agent Browser on your Windows device by double-clicking the Datto RMM system tray icon. Select the Tickets tab and click New Ticket.
Agent Right-click the Datto RMM icon in the system tray on a Windows device or click the Datto RMM icon in the menu bar on a macOS device, and select Take screenshot and request support or Request support.
Desktop shortcut If you are using a Windows device and the tray icon is hidden, you can create a Gui.exe shortcut to open the Support Request form. Set the shortcut's target to "C:\Program Files (x86)\CentraStage\Gui.exe" /newticket by browsing to and selecting Gui.exe, then adding a space and /newticket. Once the shortcut has been created, you can use it to create a ticket.
The desktop shortcut can also be created by running the ComStore component Create "New Support Ticket" Shortcut [WIN] on the end user's device. To learn how to download components from the ComStore, refer to Download a component.
The Support Request form opens.
The Support Request form can be branded and configured. Refer to Branding.
If the end user's Windows operating system is Dutch or French, the Support Request form is translated to Dutch or French, respectively.
Summary of the issue Enter a short summary of the issue you are experiencing.
Tell us about the issue Provide a more detailed description of the issue so that the support team can have a better understanding.
Your name Enter your name.
Your email Enter your email address.
Your phone number Enter your phone number.
Screenshot Click Choose File to add a screenshot. A maximum of three images are allowed. Only pictures are allowed as attachments and each file must not exceed 5 MB.
If you selected the Take screenshot and request support option from the Datto RMM icon, a screenshot is taken of your current screen, saved to your desktop (with the date and time as file name), and added to the Support Request form automatically. When you submit the form, the screenshot is automatically deleted from your desktop. If you close the form without submitting it, the screenshot will not be deleted from your desktop.
When the Screenshot field in Support Request Branding is configured to be hidden but an Agent policy targets a device that has the Take screenshot and request support option ON, the end user can still take and submit a screenshot. Refer to Branding and Create an Agent policy.
Click Submit. A dialog box confirms that your support request has been submitted.
Click the Refresh icon on the Tickets tab in the Agent Browser to see all open tickets.
Technicians can access tickets from the Datto RMM Web Portal or directly in Autotask PSA and edit them there. For information about the PSA ticket integration, refer to Configure ticket integration. For information about the notes that are automatically added to the PSA ticket when an end user submits the Support Request form, refer to PSA ticket information and notes for end user tickets.
Click the pencil icon next to a ticket.
Add a note and click Submit. A technician will be able to see your note in the Web Portal. Notes added by a technician can also be seen in the Agent Browser.
Click Close to complete a ticket. It will no longer be visible in the Agent Browser.
Datto RMM technicians or administrators will still be able to access the ticket via the Web Portal.
Once an end user submits a support request, they can no longer edit the ticket from within the Agent Browser. Therefore, best practice is to set up a workflow rule in Autotask PSA to send a confirmation email to the end user once their support request has been received and a ticket has been created in Autotask PSA. The end user can reply to the confirmation email if they want to add notes to the ticket. Technicians will be able to view the added notes in Autotask PSA.
Open the email confirming that your support request has been received and a ticket has been created in Autotask PSA.
Reply to the email with the notes you wish to add to the ticket.
Once the reply is sent, the notes will be added to the ticket within Autotask PSA.
You can check the status of the ticket in the Datto RMM Tickets tab via the Agent Browser, or within the Autotask PSA Client Portal.