One queue for client requests
Log every request as a ticket with an owner, priority and status, including the ones that arrive by phone. See running support with a small team.
Response targets per agreement
Set first-response and resolution targets that match what you promised each client, counted in business hours. See setting targets you can keep.
Client assets on the client record
Keep each client’s devices, warranties and service history linked to them, so the technician picking up a ticket can see it all. See asset tracking.
Agreements and renewals
Track agreement terms and renewal dates, and review service history before each renewal.
Linking sales and service
When sales and service share a system, the account manager can see open tickets before a renewal conversation, and technicians can see what the client is paying for before promising extra work. It prevents awkward surprises on both sides.
Reducing repeat tickets
- Write knowledge articles for the issues you fix most often.
- Review recurring tickets monthly and fix root causes.
- Track which clients raise the most tickets and why.
- Use saved replies and checklists so every technician fixes things the same way.
Reporting value to clients
Clients renew when they can see what they are getting. A short quarterly summary of tickets resolved, response times met and improvements made shows the value of the agreement, and gives you a natural reason to talk about the year ahead.
Onboarding a new managed services client
- Record the agreement, its start date and what is covered.
- List the client’s key contacts and who can approve work.
- Record their devices and important systems as assets linked to the client.
- Set the response targets that match the agreement.
- Agree how the client will raise requests and how you will report back.
A consistent onboarding means every technician can support the client from day one.
Pricing projects and extra work
Work outside the agreement should be quoted before it starts. Use a price list for common jobs such as device setup, migrations and site visits, and record approved quotes against the client so there are no surprises at invoice time.
A worked example
A four-person MSP looks after 30 small businesses. Every client has an agreement record with its response targets, a list of key contacts and their main devices as linked assets. Support emails become tickets automatically. When a client’s renewal comes up, the account manager reviews a year of tickets and spots that most are about one ageing server, and proposes a replacement project alongside the renewal.
Quick checklist
- Log every request as a ticket with an owner and priority.
- Set response targets that match each agreement.
- Link client devices and warranties to the client record.
- Keep passwords in a dedicated vault, not in notes.
- Review recurring tickets monthly.
- Send clients a quarterly summary of value delivered.
What NovaSoft One doesn’t do
NovaSoft One doesn’t connect to remote monitoring tools, store client credentials or provision services. Keep passwords in a dedicated password manager.
Explore the IT and managed services starting point.
Common questions
Should passwords be stored in a CRM?
Not in notes or ordinary fields. Use a dedicated password manager, or a purpose-built vault with access controls.
How do we stop tickets being forgotten?
Give every ticket an owner, a priority and a response target, and review overdue tickets daily.
Can clients raise tickets by email?
Yes, if your help desk turns emails to your support address into tickets.
This guide is general information for Australian businesses, not legal, tax or financial advice. Check anything specific to your situation with a qualified adviser or the relevant government agency.