Features → Service Desk
Ticketing built for MSPs that take SLAs seriously
Multi-channel intake, smart routing, SLA tracking with escalation, runbooks, customer portal, CSAT, and just-in-time support access — without the “you need three add-ons for that” conversation.
What you get
A service desk that handles real MSP volume without external add-ons. Tickets come in from every channel your customers use, get routed to the right tech automatically based on skills and availability, and stay on SLA via configurable escalation. When a ticket needs you to log into a customer's system, the JIT support-access token model keeps your access audit-clean.
Capabilities
Multi-Channel Intake
Tickets from email (Microsoft 365, Google Workspace, or IMAP polling), customer portal, web forms, direct API, and monitoring alerts (Zabbix, PRTG, generic webhook). Telephony integrations log calls against the customer record automatically. Each source attaches metadata so you know how every ticket arrived.
Unified Inbox
Inbound email that doesn't auto-match an open ticket lands in a triage queue where any staff member can convert it: assign to an existing lead, prospect, customer, or vendor; create a new record on the spot; spin it into a ticket; or dismiss. Status tabs (pending, assigned, created ticket, matched, dismissed) keep the queue from rotting.
Email Thread Matching
Replies thread back to the originating ticket via RFC 5322 In-Reply-To + References headers — works across Microsoft 365, Google Workspace, and IMAP. No more “Re: Re: Re:” subject-line gymnastics; reply threading is correct even when the customer's mail client mangles the subject.
Monitoring-to-Ticket Pipeline
Native templates for Zabbix and PRTG; a generic webhook receiver for everything else. Alerts open tickets; recovery events resolve them. Per-source routing rules and severity-to-priority mapping. Triage view at /alerts/monitoring for events that didn't auto-route.
Smart Assignment
Skill-based routing via triage rules. Match incoming tickets to techs by skill match, then balance by current workload. Triage by keywords, customer, category, priority, or any custom field. Reassign on availability change.
SLA Policies
Configurable per customer, contract, priority, or category. Response and resolution targets tracked separately. Pause SLAs during waiting-on-customer states. Visual countdown on every open ticket.
Multi-Tier Escalation
Tag-driven on-call routing with configurable escalation paths. Email, in-app, and webhook notifications at each tier. Escalate up the org tree or sideways to a backup team.
Customer Self-Service Portal
Customers create tickets, attach files (ClamAV scanned), see status, reply, and close out themselves. Branded for your firm, not ours. Permission scoping so contacts only see their own tickets or the whole company's.
Runbooks & Worksheets
Step-by-step runbooks attached to ticket types. Worksheets capture structured data (asset details, configuration, customer responses) into the ticket record. Reusable across customers.
Recurring Tickets
Schedule maintenance tickets on cron-style cadences (weekly patching, monthly reviews, quarterly audits). Templates carry the runbook and SLA. Skip generation when a manual ticket already covers the work.
Change Requests with Approval
ITSM-style change requests with reviewer approvals, scheduled change windows, and rollback notes. Required for the “risky change to production” conversation, audited end-to-end.
CSAT Surveys
Automatic post-resolution surveys with configurable cadence. CSAT and NPS scoring. Roll-up reporting by tech, by customer, by ticket type. Detect satisfaction drops before they become churn.
Just-in-Time Support Access
When a customer needs us to look at their tenant, they generate a time-limited support access token instead of sharing credentials. Token expires automatically. Every staff action under the token is audit-logged.
Who this is for
- MSP service desks with response-time SLAs. P1 ticket arrives → SLA timer starts → smart assignment routes to the on-call tech → escalation fires if no acknowledgement in 15 minutes. All without anyone watching a queue manually.
- MSPs serving regulated industries. Audit-logged support access via JIT tokens (no shared admin credentials), file attachments scanned for malware before storage, encrypted-at-rest ticket bodies, and a complete audit trail per ticket.
- MSPs scaling past 50 staff. Triage rules and skill-based routing keep the inbox from becoming a bottleneck. Runbooks make new techs productive in week one. CSAT surveys flag retention risks early.
How it compares
ConnectWise Manage and Autotask PSA both ship with ticketing, but the SLA engine, the escalation paths, and the customer portal are typically separate licenses or add-ons. HaloPSA bundles more of it but is a heavier system. SyncroMSP is lighter but skips enterprise features like SAML and audit-logged support access.
OriginPSA includes multi-channel intake, smart assignment, SLA tracking, escalation, runbooks, customer portal, CSAT, and JIT support-access at the Professional tier with no add-on licenses to layer on. The whole service desk is one feature on one bill.
Pricing & availability
Core ticketing is included on Starter ($29/user/month). Customer portal, runbooks, recurring tickets, and the full escalation engine are Professional ($49/user/month) and above. Workflow automation, change requests with approval, and the REST API for custom ticket integrations are Enterprise ($79/user/month). The REST API ships in 2026 — see the pricing page for the full matrix.