The Tickets Module syncs ticket data from your PSA so you and your clients can view and track support tickets directly within Strategy Overview. This is especially valuable for client portal users who want to check ticket status without calling your help desk.
How tickets sync
Tickets flow in from your PSA integration automatically. The specific ticket data available depends on your PSA and how the integration is configured.
Board permissions
Board permissions control which service boards are visible, based on both user role and company access:
Role-based access: Use checkboxes to control which roles can see which boards. When a user doesn't have access to a board, they can't see tickets from that board or even the board name in menus and filters.
Company-based access: You can also restrict boards to specific companies. Navigate to your integration's ticket settings and click the building icon in the Company column for any service board. You can select "All Companies" or limit access to specific companies only.
New users automatically get access to boards based on their role and company membership, so you don't need to manually configure access for every new team member.
Field permissions
Field permissions control which ticket fields (like priority, status, description, and others) are visible by role. This lets you show clients the information they need while hiding internal fields that aren't relevant to them.
Note permissions
Note permissions control who can view and post different types of ticket notes. For each note type and role, you can set:
Full access — The user can view and post notes of that type
Read only — The user can view notes but not post
None — The user can neither view nor post notes of that type (e.g., set internal notes to "None" for external users)
In Display and Presentation modes, internal notes are hidden by default. A "Show Internal Notes" toggle is available in the ticket view so your team can reveal them when needed, but they stay hidden during client-facing presentations. Users can still add internal notes even when the toggle is off.
Ticket creation
Internal users (Admin, Manager, Editor) see an "Add Ticket in PSA" button that opens the PSA directly, as well as an "Email Ticket" button when a service email is configured. External users only see the "Email Ticket" button and cannot access the PSA link.
Ticket visibility for portal users
When creating external portal users, the "Can see their own tickets only" checkbox in Modules Settings controls whether the user sees all tickets for their company or only tickets where they are listed as the contact. Individual users should typically have this enabled, while primary contacts or IT directors may need visibility into all company tickets.