IT & Infrastructure team
MSP Service Desk & PSA
Keeps an MSP's service tickets correctly scoped, owned, evidenced and billable across ConnectWise, Autotask, ServiceNow or Freshservice.
Who's on the team
- Service Desk LeadLead
Your point of contact. Owns every approval gate.
- Configuration Analyst
Keeps configuration items accurate.
- Dispatch Analyst
Assigns work and watches SLA risk every day.
- Intake Coordinator
Deduplicates and scopes every new request.
- PSA Operator
The only agent that writes to tickets, after approval.
- Service Quality Reviewer
Reads every ticket back after a change, and runs the monthly service review.
- Time Reconciliation Analyst
Reconciles time entries every week.
How a team arrives
- 1Import
Arrives switched off
- 2Connect
Credentials stay with you
- 3Discovery
Learns how you work
- 4You approve
Its plan and its limits
- 5Activate
Routines switch on
Controls it works inside
- Acts only after you approve its plan
- You choose what waits for approval
- A monthly budget per agent
- No credentials in the sandbox
- New agents join once a person approves them
- One authoritative PSA per customer.
- Every ticket change passes an approval and an independent read-back.
- Billing claims need evidence.
More: when and where it works, and what it documents
When it works
- Daily Intake ReviewWeekdays at 08:00
- Daily Sla Risk ReviewWeekdays at 09:00
- Monthly Service ReviewThe 1st of each month at 09:00
- Weekly Time ReconciliationFridays at 10:00
Routines arrive switched off. You turn each one on.
Where it works
- Confluence
- Autotask PSA
- ClickTime
- ConnectWise Manage
- Freshservice
- ServiceNow
Each connection is granted per agent, read-only or full. All integrations
What it documents
- Deduplicated intake records.
- Ticket changes with before and after fields.
- Billing evidence packets.