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Tickets Overview

AI INTEGRATIONGUIDEOPENFRAMEPSATICKETINGWORKFLOW AUTOMATION

Phase 6 — Tickets & PSA Workflow · Step 2

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June 23, 2026

Published

Vladislav Marchenko

Vladislav Marchenko

Head Of Marketing

Tickets Overview

Phase 6 — Tickets & PSA Workflow · OpenFrame Onboarding

Tickets are where work actually gets tracked in OpenFrame — a problem comes in, it moves through your workflow, it gets resolved. What makes OpenFrame's tickets different is that AI is built into every one: each ticket has two chat lanes, one where Fae works with the client and one where Mingo helps your tech. This guide is the lay of the land before the next four go deep.

The board

Open Tickets in the left nav and you land on a Kanban board — columns are ticket statuses, and you drag cards between them as work progresses. Each card shows the ticket title, the linked device and customer/org, the date, and — when the AI is waiting on you — a Technician approval required badge.

Up top you'll find:

  • A board / list view toggle (work the way you prefer).
  • Show All Customers and Show All Employees filters, plus a Search box.
  • A "…" menu with Edit Statuses, Tickets Archive, and Archive Resolved Tickets.
  • New Ticket to create one by hand (see Create a Ticket Manually).

Statuses — system and custom

This is the part worth understanding up front. Your columns come in two kinds:

  • System statuses (fixed, can't be deleted): AI Assistance and Tech Required at the start, Resolved and Archived at the end. These anchor the workflow.
  • Custom statuses (yours to define): anything you add in between — On Hold, Waiting on Client, Escalated, whatever your shop needs. Each gets a name and a color.

To manage them, open "…" → Edit Statuses. You can Add Status, rename, pick a color (presets like Sand, Teal, Sky, Lavender, Peach… or a Custom hex), drag to reorder, and delete the custom ones. Hit Save Statuses and your board updates. So the board bends to your process instead of forcing you into a fixed one.

What the first two statuses mean. AI Assistance is where Fae is actively working the client side; Tech Required is the signal that a human needs to step in. The custom statuses you add live between "tech required" and "resolved" — your hands-on working lanes.

The two AI lanes

Open any ticket and you'll see two chat panels:

  • Client Chat — Fae, the client-facing assistant, talks with the end user and proposes fixes. (See Using Mingo AI in a Ticket Chat for how the AI assists, and Approval Workflows for the approve/reject step.)
  • Technician Chat — Mingo, your technical assistant, helps you investigate and act across the device and fleet.

That split — client-facing vs. tech-facing — is the core of how OpenFrame tickets work.

Quick checklist

  • Found the Tickets board and the board / list toggle
  • Understood system vs custom statuses
  • Opened "…" → Edit Statuses and saw where to Add Status / reorder / recolor
  • Noticed the Technician approval required badge on AI-driven tickets
  • Know the difference between Client Chat (Fae) and Technician Chat (Mingo)

What's next

Now make one: Create a Ticket Manually covers the new-ticket form (customer, device, assignee, tags, attachments). Then Ticket Lifecycle — From Open to Resolved walks a ticket all the way through your stages.

Based on OpenFrame v0.9.19. Custom ticket statuses are configurable, so your board may look different from the examples here — what's in your console wins.

Vladislav Marchenko

Vladislav Marchenko

Head Of Marketing

Hi all! My name is Vlad and I’ve been brought on to head the marketing team at Flamingo. Thankfully, this isn’t the first time I will be building a marketing department from scratch, so the experience should come in handy. Now it’s time to dive into the world of MSPs and find myself in this new world.

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Frequently Asked Questions

MSP AI Agents

Yes. In production MSP shops today, 10% to 25% of tickets close before a human opens them. Thread alone has processed 173 million tickets across 750-plus MSP partners at 96% triage accuracy, handing back 490,000-plus technician hours. Agents own the low-risk, high-volume work (password resets, MFA enrollment, known installs, onboarding and offboarding) and flag anything that touches production data or needs judgment for a human to take.
On a five-person desk, reported deployments show $78,000 to $130,000 in annual direct labor savings, roughly 30% fewer escalations, and 15% to 20% better SLA compliance. Broader MSP adoption data adds ticket handling time cut by 45% and five to 12 points of margin, all from reclaimed capacity rather than headcount cuts.

AI MSP

Most MSPs start with AI features inside their existing PSA, RMM, and ticketing systems rather than standalone products. Common categories include AI ticket triage, alert correlation, scripting assistants, and AI-native all-in-one platforms like OpenFrame that run intelligence across the whole stack.
Start with a readiness assessment, not a tool purchase. Confirm your ticket history is clean and your RMM, PSA, and monitoring systems connect. Then pick one high-volume, low-risk workflow, usually ticket triage, and pilot it on internal tickets before any client sees it.

About OpenFrame

OpenFrame isn't built to plug into your stack. It replaces it. Instead of duct-taping a dozen tools together (RMM, MDM, SIEM, patching, remote access, each its own login and bill), we bundle it into one unified platform: RMM, MDM, monitoring, automation, remote access, patch management, security monitoring, and ticketing, plus built-in AI copilots. So "does it integrate with X?" usually means: you won't need X anymore.
It is the total power a switch can supply across all its ports, which is almost always less than ports times the per-port maximum. Add up the device draws at their IEEE class: 802.3af phones at 12.95 W, 802.3at access points and cameras at 25.5 W, 802.3bt devices at 51 W or 71.3 W. Add 20% headroom and buy a switch whose total budget exceeds that figure.
For a single site with under a hundred devices, plan a day on site for discovery and the wireless survey, a week of passive counters for performance, and two days for the scan review and the report. Multi-site and heavily segmented networks scale roughly with the number of subnets, since each one needs its own discovery pass.
A one-page executive summary, the inventory and topology diagram, findings grouped by severity with evidence for each, a roadmap with costs and dates, and an appendix of raw scan output. Each finding carries what was found, the evidence, the risk, the fix, the cost, the owner and a target date.
Yes. Switch the signed-in account to a local one from Settings, Accounts, Your info, then Sign in with a local account instead. The profile folder, apps and files stay. Only removing another user's account from Other users deletes that user's data from the PC, so copy anything you need out of C:\Users\name before you remove it.
Windows will not let you remove the account you are signed in with. Either switch that account to a local account from Your info, or sign in as a different administrator and remove it from Settings, Accounts, Other users. If the PC has no other administrator, add a local one first.
Tickets Overview