Ticketing
Configure categories, SLAs, email intake, and automation rules.
Creating tickets
Technicians create tickets from Tickets → New ticket. Assign a client (MSP), priority, category, and optional contact. Add comments and time entries on the ticket detail page.
Email-to-ticket
Configure inbound email in Settings → Ticketing → Email. Each workspace receives a unique address on ticket.allocentra.co.za (shown on that page). Forward or route your support mailbox to that address so new emails become tickets automatically.
Gmail & Microsoft 365 forwarding
- Gmail — Settings → Forwarding → add your Allocentra inbound address. Keep a copy in Gmail if you want dual visibility.
- Microsoft 365 — Exchange admin → Mail flow → rules to redirect
support@yourdomain.comto your Allocentra address.
Threading & replies
Outbound replies include a reference tag [#REF] in the subject so follow-up emails attach to the same ticket. Auto-reply templates support variables such as {{tech_name}} and {{ticket_ref}} — configure under Settings → Ticketing.
Auto-create contacts
When enabled, unknown sender addresses create a contact on the matched client. Internal IT workspaces auto-associate inbound mail with the implicit organisation client.
Categories & statuses
Customise ticket categories and workflow statuses under Settings → Ticketing. Statuses control which columns appear on your board and which automations fire.
SLA policies
Define resolution targets by priority in Settings → SLA policies. Breached tickets are flagged and can trigger escalation rules (Growth plan and above).
Automations
Settings → Automations lets you build rules such as auto-assign by category or notify a group when priority is Critical.