Guide
IT support ticket system for small MSPs
Short answer: a ticket queue with SLA targets, a client portal where clients open and follow tickets, time tracking per ticket, and remote support one click away – connected to the client’s devices and contracts.
What a small MSP needs
| Need | Why |
|---|---|
| Ticket queue with SLA | Promised response times kept – and proven |
| Client portal | Clients open tickets and see their status without calling |
| Time per ticket | Bill hours correctly, see which clients cost most |
| Remote support | Connect from the ticket in one click |
| Assets | Devices per client with their history |
| Contracts & invoices | Monthly contracts and extra hours billed |
Start simple
- One email address for support that creates tickets.
- Three priorities with clear response times.
- Canned replies for the usual questions.
- A satisfaction rating when the ticket is closed.
In GITECHY Works
Help Desk with SLA targets, automatic assignment, canned replies and ratings; RustDesk remote support from tickets and clients; Time Insights for time on tickets and per client; Client Assets; Billing with contracts and subscriptions. The IT industry setup is where GITECHY Works started.
Questions
Can clients open tickets without an account?
Clients use the client portal; the office can also create tickets for them.
Related
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