Client workspaces (for MSPs)

For IT service providers who look after several organisations: a separate helpdesk for each client, worked by your team with one sign-in and paid for on one bill.

What you get

• A complete workspace per client, at supportcentral.in/clientname — its own help centre, tickets, knowledge base, mailboxes, users, reports and audit log, kept apart from yours and from every other client in every query, search, report, export and API call.
• One sign-in: your people sign in to your own workspace and open any client they have been given access to. There is no second password per client.
• One bill: every client is on your plan and paid for by your subscription.
• Work across clients: one list of the open tickets assigned to you in every client, soonest deadline first, with the client named on every row.

Setting up a client

1. Clients → Client workspaces → Add a client. Give its name and the address it should have.
2. Optionally name the client's own administrator — someone at the client who runs their own desk. They become its owner and are emailed a link to choose a password. Leave it empty if your team runs the desk; you then hold the owner role through your own sign-in.
3. On the client's Access page, choose for each person in your team whether they can work in that client and in which role — agent, HR agent, company admin, auditor and so on.
4. Open the client and set it up like any workspace: its mailbox, working hours and holidays, categories and branding. Then send its people the help centre link.

Working in a client

Choose Open next to a client, or Open next to a ticket in Work across clients. A blue bar at the top of every page then says which client you are in and in which role, has a switcher to go straight to another client, and a button to return to your own workspace. Everything you see and do is that client's: its tickets, its people, its settings — and its audit log records what you did under your name.

Opening a client needs two-factor sign-in on your own account, because one sign-in then reaches several organisations' data. Your password, two-factor settings and API tokens are managed from your own workspace, not from inside a client.

Access that ends at once

Every click inside a client re-checks that you still have access to it, that your own account is active and still has two-factor sign-in, and that the client still belongs to your workspace. Remove someone's access, deactivate them, or hand the client over, and a session already inside the client is returned to your workspace on its next click. A role change applies on the next click too. Every time someone opens or leaves a client is recorded in both workspaces' audit logs.

How the bill works

• Agent seats are counted across your workspace and all of your clients, and each person once: an engineer who works in ten clients is one seat.
• A client's own administrators and agents are seats on your bill as well.
• Monthly allowances, such as AI assistant replies, are shared by your workspace and your clients, and so is your managed-asset allowance.
• Limits your plan sets per workspace — mailboxes, storage, quotas — apply to each client workspace in the same way as to yours.
• If your subscription lapses, your clients become read-only with you, and they are back as soon as you renew. Nothing is deleted.

The client's side

A client's own administrators see your people in their user list, named and marked as coming from you, and see everything they do in their audit log. They cannot change your people's access — that is yours to manage — and their billing page says that you run the account. They can always export all of their data from Settings → Account data.

Handing over or deleting a client

Hand over makes a client an ordinary customer of its own: it keeps everything, becomes its own account on a trial, and your team's access ends. It needs an administrator of its own first. Delete schedules the client workspace and all of its data for deletion in seven days, tells its administrators, and can be cancelled until then.

Questions