Operational guides

When you decide who gets to see a shared credential

Decide for every vault entry, knowledge base article, procedure, network record, domain and expiration whether it is yours alone, shared with the whole client, or shared with one named person, and read every row's exposure at a glance from the vault list.

Links to: Document a client, The client record at a glance

When something changed and nobody did it

See which job, setting or assistant changed a ticket, invoice or device, right on the record, or ask Elise why in plain words. Your ticket and invoice exports carry the same reason in a Why column.

Links to: Service Desk, Billing, Automations

First week with a new client

Create the client, give its main contact portal access, start the onboarding checklist, put the client on a plan and lock a tech to its tickets in one sitting, or ask Elise to create the client, assign the plan and add the portal user.

Links to: Add your first client and invite your team, Set your business hours, boards and response targets, The client record at a glance, Set up an agreement and bill a period, Set up pods and staff so dispatch works

Monday morning

Start Monday knowing what Elise handled overnight, what needs a person and who is free: hand tickets to techs by name, let Elise pick the tech and book the slot in one click, or ask her in chat to find, assign, change priority on and report.

Links to: See who a ticket goes to and why, Set up pods and staff so dispatch works, Set your business hours, boards and response targets

Month end

At month end, Billing shows you which invoices are waiting for approval, which billable time will not invoice and why, and each client's invoices in one place; approve the queue, build ticket charges when you need them early, and ask Elise to do the rounds.

Links to: Set up an agreement and bill a period, Quote a job, get it accepted, and convert it to an invoice, Track time as you work

When the client has to pick

Give a client a real choice: build a Budget and a Premium quote, send both from one email link, and the client picks one, accepts it and the other closes by itself, with the invoice created for you, and Elise can create the quote, add the comparison, send the pair and chase it.

Links to: Quote a job, get it accepted, and convert it to an invoice, Set up an agreement and bill a period, Integrations at a glance

When you connect your shared mailboxes

Connect help@, billing@ and training@ through one signed-in account instead of signing in as each mailbox, see at a glance which functions are Ready or Held, and prove sending with one test email. A Cannot send badge tells you when Microsoft refuses a send.

Links to: The Microsoft Entra ID page at a glance, Integrations at a glance, Settings at a glance

When you keep opening the same report

Pin the reports you open every morning to your own dashboard, tune the daily briefing Elise prepares for you, and ask Elise to build a report from a plain request. A pinned report is one click away, and a briefing domain lands on your Command Center home.

Links to: Reports at a glance, Your own settings at a glance

When you set up a plan

One service plan can switch on CyberSentry monitoring, security awareness training, scheduled meetings and client health scoring for every client on it, run a zero price pilot, stack a per-seat add-on on a flat Core plan, roll it into one invoice and price by client size, and Elise can list, build and subscribe plans for you.

Links to: Set up an agreement and bill a period, Quote a job, get it accepted, and convert it to an invoice, CyberSentry at a glance

When you are leaving another PSA

Connect Autotask or HaloPSA and GoTenix pulls in your clients, contacts, tickets, replies and logged time, safe to run twice, while the old system keeps running untouched until the day you disconnect it.

Links to: Integrations, Integration cards, Settings, Service Desk

When something changed and nobody did it

Name one tech on a client and every new ticket for that client lands on them, with the ticket's history naming the setting that did it. Follow it from the setting to the rule to the history row, then ask Elise why in plain words.

Links to: Clients, Automations, Service Desk

When you are deciding which tools you keep

GoTenix runs the work of your service desk itself, from tickets and time to device terminals and billing, and connects to the tools you already trust for accounting, screen control, documentation and Microsoft 365.

Links to: Screen control, Switching from Autotask or HaloPSA, Integrations, QuickBooks Online, Agreement to invoice