What a client record shows
Open one client and see their open tickets, devices, users, SLA response, an Elise health briefing and monthly rundown, billing, documentation, alerts and time, with a tab to act on each.
Header and actions
The client's name and primary domain, with badges under them. A Pod badge names the pod that dispatches this client's tickets, and shows when the client has one. The plan badge names the client's plan and reads No Plan until a plan is assigned under Billing. Edit opens this client's settings. The refresh icon reloads the live data, and the question-mark icon opens help for this page.
Tab list
One tab for every other area of the record, listed down the left side: Documentation, Billing, Meetings, Users, Devices, Tickets, Projects, Time, Integrations, Notifications, Onboarding, Tags, RMM and Alerts. A tab only shows when the module or connection behind it is on and your own account has rights to it, so you may also see tabs such as Network Map, CyberSentry or Licenses.
Stat tiles
Four running counts in a row: Open tickets, Open projects, Devices and Users. Devices and Users show only when the MSP module is on. Open tickets, Open projects and Devices are shortcuts into that tab's own list, already narrowed to what's open or active.
Needs attention
The fifth tile, shown only when the MSP module is on. It counts the devices at this client where app updates cannot work at all. The number turns amber above zero, the line under it says how many devices, and at zero it reads App updates working. Click it to see the open alerts for those devices on this client's Alerts tab.
Service Performance
Three service metrics for the period picked beside the heading, Last 30 Days, This Month or Last Month: SLA Response, the share of this client's tickets that met their response target, Avg First Response, and Tickets Opened. A dash means there was nothing to measure in that period, or the numbers are still loading.
Health briefing
Elise narrates this client's health from the nightly snapshots, CSAT and SLA history, for a quick read before a QBR. It is written only when you ask: press Generate with Elise.
Monthly rundown
A table of the last 30 days of tickets, invoices, hours, SLA and CSAT, built only when you press Build the rundown. Every figure in it is counted by code, and nothing in it is written by AI. Copy as text pastes it into an email.
Open tickets
The five newest open tickets, each with its priority, status and the contact's name and date under the title. The header shows how many are open, and View all opens the full Tickets tab.
Client card
One card holds the Primary Contact with their email, the Domain, the Address, the Office Phone and the Billing Email. A field with nothing saved reads Not set. Edit, in the card's header, opens the same editor as Edit in the page header: Edit > Company Information. Whoever is named as Primary Contact is this client's portal owner, and carries the Owner and Full Access badges on Portal Access. The card reads Not set until that field is filled in, even when a person has the Owner (Designated) Contact type on the Contacts tab. That type is a label on the record and grants no access.
Integrations
The name of each integration your company has configured, with a dot: green for linked, grey with the words not linked, amber with the word Ignored. The header counts them, for example 3 linked. It reads No integrations configured until at least one is set up, and it shows only when the MSP module is on. The numbers that identify this client at each vendor are not here: full status and the Connect, Sync Now and Disconnect controls live on the Integrations tab.
Included services and scope
A collapsed panel, the only card on the Overview that folds, that lists which optional service capabilities apply to this client right now: CyberSentry security monitoring, security awareness training, scheduled meetings and agendas, client health scoring, profitability reporting, onboarding tracking, known-issues sync, and Elise client actions. The header says how many are in scope, for example 7 of 8 in scope. Each line reads In scope or Not in scope, and shows Default rule (no plan or board configured yet) until a plan or client board rule sets it.
Browse
On this page
Edit > Settings
Status, Client Board, and Identity Provider
Status is the client's lifecycle stage. Client Board is the ticket board that drives this client's service-desk workflow. Identity Provider ties the client's portal sign-in to a connected source such as Microsoft 365 or Google Workspace, or None.
Portal Access and Co-Managed IT
Portal Access turns this client's whole portal on or off. Co-Managed IT gives the client's own IT staff the extra visibility that mode grants.
Default Ticket Assignee
Locks every new ticket for this client to one person ahead of every other assignment rule, so the pod waterfall is skipped. Leave it on None (use board notification rules) to let the pod decide.
Owning Pod
The pod whose dispatch waterfall runs this client's tickets when no Default Ticket Assignee is set.
AI Budget Override
An optional ceiling on AI spend for this client, in cents, that replaces the tenant-wide monthly cap for this client only. The Use tenant-wide cap button leaves it blank.
Why it works this way: What a client record shows
Ask Elise instead of clicking. Try "Give me a rundown for Bluebird Dental for the last 30 days" for ticket counts by status and priority, invoice and quote totals, hours worked, SLA and CSAT, with every figure computed in code. Try "Write the health briefing for Bluebird Dental before our QBR" for the same narrative the Generate with Elise button writes. Try "What is expiring for Bluebird Dental, soonest first?" or "List Bluebird Dental's devices and when each last checked in" for a quick look-up. Elise reads all of these straight away with your own access. "Put Bluebird Dental on the Managed Desktop plan" or "Move Priya Shah to IT Admin at Bluebird Dental" shows you the change and waits for your one-tap approval.
The Overview also carries a Monthly rundown card next to the Health briefing. Press Build the rundown for tickets, invoices, hours, SLA and CSAT over the last 30 days, then Copy as text to paste it into an email or an agenda. Nothing in it is narrated; every figure is computed.
Users has two lists that look alike. Contacts are records for billing, tickets and meeting attendees, and a contact's Type, even Owner (Designated) Contact, grants nothing. Portal Access is the list that grants a sign-in role: Primary Contact, IT Admin or Billing. The client's owner, named under Edit > Primary Contact, appears there with the Owner and Full Access badges. See How to change a client user's portal role to change a role.
Billing has its own menu: Plans, Invoices, Quotes, Ticket Charges, Discounts, Exemptions and Tax. Plans groups what the client buys by plan type, such as Core, License and Add-On.
Alerts is one list of what needs attention for this client across devices, CyberSentry and Expirations. Filter it by Status, Severity and Time frame, or by the domain tabs. Acknowledge on a row, or on several ticked rows at once, means you have seen it. Open takes you to the page that owns the alert. An expiration reads Critical when it is expired or due within 7 days, Warning within 30 days and Info after that. If your role cannot see a whole domain, an empty list names it, for example CyberSentry.
Integrations shows five cards: Microsoft 365, Google Workspace, External RMM, External PSA and External EDR. Each reads Linked, Not Linked or Needs attention.
Time breaks this client's hours down by technician and ticket for a week or a month. Open full day view drills into one technician's day.
Edit also carries Deactivate client and Reactivate client. Deactivating moves the client to inactive and hides them from active lists. Their portal users lose access until you reactivate. It also cancels the client's subscriptions, so billing stops, and the confirm box says how many. Reactivating brings the client and their portal users back but does not start billing again. Open each subscription under Billing > Plans and use Reactivate subscription to bill it again.
The Primary Contact and Billing Email on the Client card read their own fields from Edit > Company Information, not from whichever contact carries a Primary or Billing type on the Contacts tab.
Included services and scope reads Default rule (no plan or board configured yet) until a plan or a client board rule decides each line, so a line never claims In scope or Not in scope before that is decided.
Questions this page answers
What does the client Overview tab show?
It answers three questions: how is this client doing, what needs me, and who do I call. At the top is a row of counts: Open tickets, Open projects, Devices, Users and Needs attention. Devices, Users and Needs attention show only when the MSP module is on. Next comes Service Performance, then the Health briefing and the Monthly rundown. Below them is the Open tickets list, the five newest, with View all in its header. On the right are the Client card, Integrations (MSP module only) and Included services and scope. Click Edit on the Client card to change the client.
What can I do from a card - Connect, Sync Now, Disconnect?
"Sync Now" / "Sync All Sources" trigger a manual sync and only appear when the connection is reachable enough to retry (there's a per-client cooldown to avoid hammering the vendor API). "Connect" starts the per-client consent/link flow for a not-yet-linked or revoked connection. The amber "Fix Connection" link also opens that flow when permissions need updating or re-consent is required. A credential problem (expired secret, app error) is different - it's an MSP-side issue, not this client's - so that button opens the MSP's Microsoft integration page instead of re-running this client's consent. "Disconnect" removes the stored connection and appears whenever there's one to remove, even mid-error. All of these actions require edit permission on this client; re-consenting or fixing an MSP-side credential additionally requires the Integrations-management permission - techs without it see the card but not the action.
What do the badges on the Integrations tab mean?
Each of the five cards (Microsoft 365, Google Workspace, RMM, PSA, and External EDR) shows the connection's real health, not just whether it's linked. "Linked" (green) - genuinely available. "Needs attention" (amber) - linked but degraded: permissions need updating, a credential expired, the connection errored, or consent was revoked. "Not Linked" (grey) - nothing connected yet. The Microsoft card has one more state on top of those three, "Ignored" (grey): excluded from Microsoft Graph sync and CyberSentry monitoring. Click "Re-enable" on that card to resume - it shows only while the client is ignored and you can edit the client. Right after a client admin grants Microsoft consent, its status line reads "Finalizing Microsoft access" (amber, not red) for up to about an hour while Azure finishes propagating the grant - that resolves on its own.
What does the Time tab on a client show?
Time logged against this client's tickets, grouped by tech, for the week or month you pick (step with the previous/next arrows). The headline total counts worked minutes only; a "+ Nh presence" rider next to it is passive time (idle, breaks, ambient browsing) that landed on this client and is shown separately, never folded into the worked total. Expand a tech to see the "· Nh present" chip alongside their worked hours (present time only shows when some of their browsing was attributed to this client's tickets) and a per-ticket breakdown you can click through to the ticket. This tab doesn't show billable dollar amounts - that lives on Billing.
How do I manage who can sign in from a client?
Open the client, go to Users, then Portal Access. The Portal Users card lists everyone who can sign in. Each row has a picker with three roles: Primary Contact, IT Admin and Billing. Your own client groups sit in the same picker under those. A new person starts on Billing. What a person can see comes from their role or group. There is no per person grid here. The client owner has no picker at all. They carry an Owner badge and a Full Access badge and always keep everything. To take access away, use Remove. That person drops back to plain user access. A person you added who has not signed in yet shows "Invited, pending" with who invited them and when; "Cancel invite" on that row turns their account off.
What can each client portal role do?
There are four. User works their own tickets and can read docs, their own vault and training. Billing adds invoices, devices, licenses, meetings and the payment card page. IT Admin runs the place day to day. It can read invoices but not pay them, and it can edit people rather than fully manage them. Primary Contact is the same again, plus full control of people and client settings. The client owner sits above all four. They keep full access and carry an Owner badge.
What is the Projects tab for?
This tab lists the project tickets for one client. A project is a ticket with sub-tickets under it. Use one for a job that takes several steps. Plain tickets stay on the Tickets tab. Click a row to open the project.
How do I start a project for this client?
Click "New Project" above the list. That opens the New Project page. Pick the contact and the board there, name the project, then click "Create Project". The new project shows up back in this list.
Why is this list empty?
It means no project ticket here matches your filters. The list then reads "No project tickets for this client." The Status filter starts on Active, so closed work is hidden. Switch it to All to see every project. The search box looks only at this client's projects.
What is the Documentation tab for?
It holds what we know about one client's setup. You read one section at a time. The menu under Documentation picks the section. It ships with Knowledge Base, Password Vault, Procedures, Domains, Network, Expirations, Assets and Imports. Your team can add or hide sections, so your list may differ.
What is the Onboarding tab?
It is a plain internal procedure checklist for bringing this client online. You start a checklist from a template, then tick off each step as your team completes it. It is internal-only - nobody at the client sees or touches it - and steps are checked off manually (there is no auto-completion from integrations).
What is the Alerts Desk?
One place to look at every open alert we raise, across every client and every monitored domain. It does not replace the pages where alerts live: device alerts still belong to the device, CyberSentry alerts to Triage, expirations to the client's documentation. The desk is a reading surface over all of them, so a tech has one list to scan instead of four pages to remember.
What does the Time frame filter measure?
When the alert was raised, not when it expires or when it was last seen. It defaults to All time on purpose: a six month old critical that nobody fixed is exactly the row this page exists to surface, and a rolling window would hide it. The presets are the same ones the report builder uses, so "Last 30 days" means the same thing in both places.
How is severity decided?
Each domain keeps its own rules and the desk shows them in one vocabulary. Critical, Warning and Info map from the device alert severity, from the CyberSentry alert severity (high reads as critical, low and informational both read as info), and for an expiration from how close it is: expired or within 7 days is critical, within 30 days is a warning, anything further out is info. Severity is the only colour on the page, so a red row always means the same thing.
How do I acknowledge alerts, and what does it do?
Acknowledge means "I have seen this and I am on it". Tick the boxes on the rows you want (the box in the header takes every open alert on the page), then use Acknowledge in the bar above the table; a single row also has its own Acknowledge next to Open. Acknowledged rows leave the default view, because the desk opens on Open. It is not a resolution: the alert stays live and still belongs to its own page, which is where it gets closed. Acknowledging writes the same record the alert's own page writes, with your name on it, so it reads identically in the audit log either way.
What do the domain tabs do?
They filter the same list. "All" shows every domain together; Devices shows monitoring alerts from managed computers; CyberSentry shows Microsoft 365 security alerts; Expirations shows licenses, certificates, domains, warranties and contracts that are inside their alert window. You only see the tabs your account has access to: a tech without CyberSentry never receives a security row, on any tab. If "All" comes back with zero rows because a whole domain is missing from your account, the empty message names it, which is different from the list genuinely having nothing open.
What does the client page show?
The client page opens on Overview. At the top are counts. They cover open tickets, open projects, devices, users and what needs attention. Under them are your service numbers, your open tickets, and one Client card with the contact, address, phone and billing email. The tabs beside the page cover the rest. There are a lot of them. Your notes are on Documentation. The money is on Billing. Next come Meetings, then Users, then Devices. After those are Security, Tickets, Projects, Licenses and Time. At the end are Integrations, Notifications, Onboarding, Tags, RMM and Alerts. You will not see them all. A tab shows up only when the module or the link it needs is on. Each one also obeys your own rights. Portal roles live under Users, on the Portal Access tab.
How do I handle a client's billing?
Open the client and go to the Billing tab. It has a row of its own tabs: Plans, Invoices, Quotes, Ticket Charges, Discounts, Exemptions and Tax. The Plans tab has an Add button named after each plan type. New Invoice and New Quote start those. Invoice columns sort. Use the headers Invoice #, Amount, Status, Invoice Date, Due Date or Source. There is no card on file here. Letting a client save a card is a separate opt in. It is set up under Client card capture, on the integrations side.
What is on a client's Devices tab?
Three things, in the order you need them. First is this client's slice of the one device roster, which fills the page. It is the same table you see under RMM, then Devices, with the same Roster and Unapproved tabs, already narrowed to this client. It holds every machine the portal knows about for them, ours and the ones another system told us about. Second, on the bar above the roster, "Install agent" starts an install and "Agent setup" opens a drawer. The drawer holds the install keys, the one-time install link and the policies for this client. That is where you get the install key and download the agent. Third, at the bottom, is Tool coverage, folded shut. Open it to see which machines are missing an RMM, antivirus or remote access tool. There is no second device list on this tab.
What is Co-Managed IT?
Co-Managed IT lets a client's own IT people work tickets beside you. When it is on, their IT Admin and Primary Contact users can claim an unassigned ticket and log time on it, inside their own company. Billing users never get this. It is off until you turn it on, one client at a time. Use Edit at the top of the client page, then find the Co-Managed IT switch in the Settings part of that form. The switch shows only when the MSP module is on. There is no client Settings tab.
Do people added here get a portal login?
Contacts are the people on file for this client. Most never get a login. The client's portal owner is the person you name with "Edit" on the client, under "Primary Contact". That person carries the "Owner" and "Full Access" badges on "Portal Access" and keeps every right. The "Type" picker on this tab is only a label on the record. That includes "Owner (Designated) Contact". It grants nothing. Anyone else gets a login only when you invite them on "Portal Access".
What happens to billing when I deactivate a client?
Billing stops. "Deactivate client" cancels their active plans too. The box asks you first, and it says how many. A paused plan is left alone. It was not billing anyway. A plan set to start later is left alone too. It waits, and it will not start while the client is inactive. Cancelled is not deleted. The plans stay under Billing > Plans with their history. Invoices you already made do not change.
I reactivated a client. Why is nothing billing?
"Reactivate client" brings the client back and gives their people the portal again. It does not turn billing back on. Each subscription is its own money decision, so you turn each one back on yourself. Open the client, go to Billing > Plans, open the plan, and use "Reactivate subscription". Billing then starts again with the period due today. The months it sat cancelled are not billed on their own. Use "Run backfill…" on that same subscription if you want to charge for them.
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