OpenFrame

Tickets Overview

AI INTEGRATIONGUIDEOPENFRAMEPSATICKETINGWORKFLOW AUTOMATION

Phase 6 — Tickets & PSA Workflow · Step 1

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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.
ConnectWise AI is the umbrella for ConnectWise's AI features on the Asio platform: the Sidekick GenAI assistant and ConnectWise RPA. It handles ticket triage, sentiment analysis, AI-assisted scripting, and natural-language automation across PSA and RMM, delivered through the ConnectWise Pro package.
ConnectWise Sidekick is the GenAI assistant inside ConnectWise. It brings tickets, calendar, and business data into Microsoft Teams, suggests ticket classification, scores customer sentiment, and drafts responses. It speeds up service desk work but stops short of resolving endpoint problems on its own.

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.
Most platforms give you one piece and expect you to bolt the rest on. OpenFrame unifies the whole stack in one place, with AI copilots built in. Fewer logins, fewer bills, less duct tape.

Open Source Helpdesk

Zammad works well as an MSP helpdesk for teams that route tickets across multiple channels. It handles ticketing, automation, and a knowledge base, but it is not a PSA, so billing, contracts, and asset management still live elsewhere.

Open Source ITSM

FreeITSM is a free, open-source IT service management (ITSM) platform with twenty modules, including ticketing, a CMDB, a knowledge base, business-process mapping, and an AI integration. It was built by Ed Mozley, an IT manager at a London law firm.