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For many co-managed IT organizations, ticket management often requires navigating multiple systems, tracking down updates, and juggling ownership between internal teams and external providers.
That's why we're excited to introduce Our Ticket Board, the latest enhancement to the Quest® platform designed specifically for co-managed clients.
Our Ticket Board brings internal IT teams and Sourcepass support operations together in one centralized workspace, making it easier to manage your own work while maintaining full visibility into tickets being handled by Sourcepass.
Understanding "Our Ticket Board"
Our Ticket Board in Quest® gives co-managed clients enhanced visibility over support tickets, making it easier to manage work internally while staying informed on tickets being handled by Sourcepass.
Located in Service & Support > Our Ticket Board, this streamlined board extends the standard ticket experience and provides powerful tools for organizing, tracking, and managing support requests.
Tickets With Us
Manage and track tickets owned by your
internal team from one centralized workspace.
Create new requests using the New Ticket form and submit them directly to your organization's ticket board. Easily search, filter, and organize tickets to keep work moving efficiently.
Take action on individual or multiple tickets at once with powerful management tools, including:
- Update Ticket: Modify status, assignments, and ticket details
- Follow Ticket: Receive notifications on important updates
- Group Tickets: Link related tickets for easier tracking and management
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Export Data: Download ticket information as CSV or XSLX
Tickets With Sourcepass
Monitor tickets that have been transferred to
Sourcepass for management and resolution.
Once a ticket is transferred to Sourcepass, your team maintains complete visibility while Sourcepass assumes ownership and management.
From this view, you can:
- See ticket status in real time
- View which Sourcepass team owns the ticket
- Communicate through the ticket conversation
- Monitor progress and activity
Enhanced Ticket Details
Opening a ticket provides a comprehensive workspace with dedicated tabs for collaboration and tracking.
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Conversation: View communication between technicians and users.
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Attachments: Access relevant files and supporting documentation.
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Internal Notes: Create private notes visible only to your internal team, keeping operational discussions separate from user communications.
Ticket Details & Customization
Changes synchronize directly with ConnectWise in real time, ensuring both systems remain aligned.
The Edit Board Settings option allows organizations to tailor the board to their workflow.
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Density Preference: Choose how much information appears on screen
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Type/Subtype/Item/Status: Edit which values appear throughout the board by enabling or disabling types, subtypes, items and statuses
What This Means for Co-Managed IT Teams
Our Ticket Board isn't just a new feature. It's a significant step toward making Quest® the central hub for co-managed IT operations.
By bringing ticket ownership, visibility, communication, and collaboration into a single experience, teams gain:
- Better visibility across all support activity
- Clearer ownership and accountability
- Faster collaboration between internal IT and Sourcepass
- Reduced need to switch between systems
- More efficient ticket management workflows
- Improved reporting and operational insights
Most importantly, your team stays informed and in control, regardless of who owns the ticket.
Co-Managed IT:
Easier to Manage Than Ever Before
We're committed to making Quest® the platform that helps organizations manage technology more effectively and get more value from their co-managed IT partnership.
Our Ticket Board is the latest example of that commitment, giving clients a smarter, more transparent way to manage support operations from a single workspace.
