Service desk software for managed service providers

A separate helpdesk for every client, worked by your whole team with one sign-in and paid for on one bill. The three things that decide whether a helpdesk works for an MSP are isolation, the seat model and how fast an engineer can move between clients.

Isolation: one workspace per client

Every helpdesk claims multi-tenancy. For you it has to mean that Client A can never, under any circumstance, see a ticket, a contact, an attachment, a report row or a search result belonging to Client B — and that if they ever did, your business would be over.

Here each client is a workspace of its own, at its own address on this site — /clientname — with its own data, help centre, mailboxes, users, reports and audit log. The separation is enforced in every query, search, report, export and API call, not by hiding a menu. There is no DNS record and no certificate to set up per client, and client help centres are kept out of search engines by default, because that content belongs to your client.

One sign-in for your whole team

Your engineers sign in once, to your own workspace, and open any client you have given them access to — with the role you chose for that client: agent in one, company admin in another, auditor in a third. There is no second password per client and nothing for the client to set up.

Inside a client, a bar across the top of every page names the client and the role, switches straight to another client, and returns to your own workspace — because the worst mistake an MSP engineer can make is answering Client A's ticket while thinking it is Client B's.

One sign-in that reaches several organisations needs to be a strong one, so opening a client requires two-factor sign-in on the engineer's own account. Every click inside a client re-checks their access: remove it, or deactivate the engineer, and a session already inside the client is sent back on its next click. Every entry and exit is recorded in both workspaces' audit logs.

Work across clients, in one list

An MSP engineer's day is not one queue. Work across clients lists the open tickets assigned to them in every client they can work in — and, on a second tab, the ones waiting for somebody to pick them up — soonest deadline first, with the client named on every row. Open takes them into that client and that ticket in one click.

One bill, and a seat model that suits you

Every client workspace is on your plan and your subscription: one invoice to you, in rupees with GST, never to your clients. You pay for the people who answer tickets, counted once across every client: an engineer who works in ten clients is one seat. Everyone who only raises and tracks requests is free and unlimited, so onboarding a hundred-person client costs no more than a ten-person one.

• Client workspaces on every paid plan.
• Unlimited requesters inside every client.
• Monthly allowances such as AI assistant replies are shared across your workspace and your clients, and so is your managed-asset allowance.
• If a client wants its own administrator, they are a seat on your bill too, and run their own desk day to day.

Reporting your clients will accept

The monthly report is the artefact your contract is judged on. Every report is scoped to its client, so you can hand a client its numbers — or give its administrator a login that only ever shows their own — without assembling anything by hand: volume, first response and resolution against their targets, breaches, the busiest categories and the trend across months, exportable as CSV.

This edition adds each client's assets and licences with their renewal dates, change history and problem records — the parts that turn a support report into a business review.

Practical things worth knowing before you move a client

• Add a client in a minute from Clients → Add a client; it starts with sensible defaults, like any new workspace.
• Import the client's employees and knowledge-base articles from CSV or Excel, one client at a time. Ticket history from another tool cannot be imported yet.
• Connect the client's own support mailbox, so mail keeps coming from the address its people recognise.
• The API and webhooks are scoped to one client, so wiring a client's desk to your monitoring cannot cross into another client.
• A client that leaves you can be handed over as its own account, keeping everything; or deleted, with a seven-day window to change your mind.

Questions