OpenFrame

Ticket Lifecycle — From Open to Resolved

AI INTEGRATIONGUIDEOPENFRAMEPSATICKETINGWORKFLOW AUTOMATION

Phase 6 — Tickets & PSA Workflow · Step 3

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June 23, 2026

Published

Vladislav Marchenko

Vladislav Marchenko

Head Of Marketing

Ticket Lifecycle — From Open to Resolved

Phase 6 — Tickets & PSA Workflow · OpenFrame Onboarding

A ticket isn't a static record — it moves. In OpenFrame it travels across your board from the moment it lands to the moment it's resolved, with the AI doing real work along the way. This guide follows one ticket through the whole arc so the stages and tools make sense in context.

The stages

Your board's columns are the lifecycle. The two ends are fixed; the middle is yours:

  1. AI Assistance — the ticket comes in and Fae (client-facing AI) engages the client, gathers detail, and proposes fixes. Many tickets get sorted out here without a tech ever touching them.
  2. Tech Required — the AI (or a rule, or the client) flags that a human is needed. This is your triage lane.
  3. Your custom stages — On Hold, Waiting on Client, Escalated, etc. — the working lanes you defined in Edit Statuses. Use them to reflect where the work actually is.
  4. Resolved — the problem's fixed and confirmed.
  5. Archived — closed out and off the active board.

Moving a ticket

Two ways, same result:

  • Drag the card to another column on the board.
  • Open the ticket and use the status dropdown (top right of the detail view) to pick the new stage.

Move it as the work moves — don't let a fixed ticket sit in "Tech Required."

Working the ticket

Open a ticket and you've got everything in one place:

  • Info row — the Organization, the Assigned tech (click Assign User to set or change it), the linked Device, and the status control.
  • Client Chat (Fae) — the conversation with the end user. You can Start Direct Chat to step in yourself.
  • Technician Chat (Mingo) — your AI assistant. Ask it to investigate the device, summarize what's wrong, or draft a fix (see Using Mingo AI in a Ticket Chat).
  • The "…" menu — jump straight to Device Details and Device Logs, or — when the device is online — Remote Shell, Remote Control, Manage Files, and Run Script. This is where a ticket turns into action without leaving the page. Edit Ticket is here too.

Approvals along the way

When the AI wants to do something on the device — run a command, apply a fix — it doesn't just go ahead. It posts the proposed action with an Approve / Reject prompt, and the ticket shows Technician approval required. You stay in control of anything that touches a machine. Full detail in Approval Workflows — When Mingo Asks Permission.

Resolving and archiving

When it's fixed, move the ticket to Resolved. To clear finished work off the board in bulk, use "…" → Archive Resolved Tickets on the board, or find older items under "…" → Tickets Archive. (If you've connected a PSA in Phase 8, resolution can flow back to Autotask/ConnectWise too.)

Quick checklist

  • Understood the arc: AI Assistance → Tech Required → your stages → Resolved → Archived
  • Moved a ticket by drag or the status dropdown
  • Used Assign User to set ownership
  • Acted on the device via the ticket "…" menu (logs, remote, run script)
  • Handled any approval prompts before the AI touched the machine
  • Moved it to Resolved and archived when done

What's next

You've seen Mingo and Fae mentioned throughout — now go deep: Using Mingo AI in a Ticket Chat covers what the assistants actually do, and Approval Workflows covers the approve/reject step that keeps you in control.

Based on OpenFrame v0.9.19. Your stage names and the device actions available depend on configuration and device state — 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.