IT & MSP service desks
Know what a ticket costs the client before you open it.
Client portals and email feed one queue. Each ticket arrives with a summary of the business impact, a likely cause, what is still unknown and a reply your technician starts from.
How it works
From the first message to a recorded outcome.
- 01
A portal for each client
Give every client its own branded portal with Microsoft or Google sign-in, or keep using email. Tickets carry the client, contact and conversation.
- 02
The analysis is waiting
Summary, priority, category, likely cause, needed details and solution steps are stored with the ticket when it arrives.
- 03
The technician decides
Start from the suggested reply, change what you like, and send. The client sees it in the portal.
- 04
The fix becomes an article
Resolution notes turn into a knowledge-base draft for review, scoped to that client or shared.
Summary
The shipping workstation SHIP-04 is unable to print labels, with 8 jobs stuck in the Windows print queue. Other PCs can still print normally, and the issue is affecting 32 paid orders with a carrier pickup in about 90 minutes.
Likely Root Cause
Requires more information. Likely causes include a stuck Windows print spooler, a corrupted print queue, a workstation-to-printer connection issue, or a driver problem on SHIP-04.
Restore Stuck Label Printing on a Shipping Workstation (Spooler Paused / Queue Stalled)
In the resolved case
In the resolved case, the print queue on the shipping workstation was paused after a label driver update. Restarting the Print Spooler service and resuming the queue restored printing and released all pending labels.
| Ticket | Client | Priority | SLA |
|---|---|---|---|
| #25 Label printer not printing | Pinecrest Supply | High | On track |
| #2 VPN connects but S: drive will not open | Keel & Compass | High | At risk |
| #5 Exam room PC very slow after update | Summit Ridge Vet | Medium | On track |
Default SLA targets · business hours
| Priority | First response | Resolution |
|---|---|---|
| Urgent | 30 min | 4 h |
| High | 1 h | 8 h |
| Medium | 4 h | 24 h |
| Low | 8 h | 48 h |
Custom targets and per-client SLA tiers need Pro.
Set up for this work
The MSP / IT Support profile, out of the box.
A workspace set up with this profile starts with these defaults. Rename terms and switch modules on or off later; the review policy stays with the profile.
- A request is called
- Ticket
- Who asks · for whom
- Customer · Client
- Owned by
- Technician
- Time tracked by
- SLA targets
- Starter form
- Technical Support
- AI review
- Suggested replies arrive as drafts for the team to send
- Knowledge filed as
- SOP in Knowledge Base
The analysis is guided to look forLikely Root Cause · Solution Steps
- the affected user, device, system, service, and scope
- observable symptoms, error messages, recent changes, and likely technical cause
- security exposure, operational impact, missing diagnostic details, and the safest next action
Priority rises for
- service outage or many affected users
- security, identity, data-loss, or business-continuity risk
- breached or imminent SLA targets and material productivity impact
From the product’s profile instructions. The analysis can be wrong; your team decides.
What it won’t do
- No PSA synchronization; use a webhook automation instead.
- Escalation-chain automations are not available.
- Voice intake is optional and needs setup with our team.
- AI analysis depends on your settings and monthly allowance, and it can be wrong — the technician checks it.
Try it with this team’s questions.
The sample runs in your browser. Nothing is submitted, and no account is needed.
