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For managed service providers, IT consultancies and support teams

CRM for it & managed services

Run your help desk with response targets, see each client’s devices and agreements, and hand off projects cleanly.

Start freeSee how it works
Service opportunities
Request received3Client onboardingA$1,850 · JLOnboarding requestA$2,400 · JL
Triage and owner2Agreement renewalA$4,200 · SRClient onboardingA$640 · SR
Scope reviewed1IncidentA$960 · AK
Plan agreed3Service requestA$7,300 · MP
Illustration with sample data
Free plan
Up to 2 people
Industry setup
Professional, A$39
Card to start
Not needed
Data stored in
Sydney

Sound familiar?

Connect client organisations, service work and renewal follow-ups.

Tickets arrive by email, phone and chat

Some get answered twice and some never.

SLAs are a guess

Nobody knows which tickets are about to breach.

Client devices live in a spreadsheet

Warranty dates and owners are out of date.

How it works for it & managed services

A typical week with the IT & managed services setup. Every name below is exactly what you’ll see in the app.

  1. Enquiries arrive with the right details

    Records are named the way you talk: client contacts, client organisations and service opportunities. Each new service opportunity has room for service request type, target handoff date and external service reference. There are also fields for service role on client contacts and service tier and sites in scope on client organisations.

  2. Service opportunities move through your pipeline

    1. Request received
    2. Triage and owner
    3. Scope reviewed
    4. Plan agreed
    5. Handoff recorded
    Drag each service opportunity to the next stage on the board, with its value, owner and next step in view. New ones can start from ready-made templates: “Client onboarding” and “Agreement renewal”.

  3. Quote it and win it

    Build quotes from your price list with GST worked out, send them for acceptance and keep the accepted version on the service opportunity.

  4. Client contacts ask for help

    • IncidentSomething has stopped working for a client.High priority
    • Service requestPlanned changes: new users, access, installs and moves.Normal
    • Onboarding requestSetting up a new client, site or staff member.Normal
    Each request gets an owner, a response target and a full history. Client contacts can raise them by email or from their own portal.

  5. Reply in a click

    Ready-made replies come with it: “Incident received” and “Incident resolved”. Each one fills in the person’s first name and can be edited before it’s sent.
    Incident receivedHi Sam,

    Thanks for getting in touch. We've logged your issue and a technician is looking into it. If anything changes or gets worse, reply here.

  6. Follow-ups happen on their own

    • Follow up with a new client contact. Create a next-day task linked to the new client contact.
    • Qualify every new client contact enquiry. Create an immediate high-priority task linked to the new client contact enquiry and notify the team.
    • Review new MSP project handoff. When a project is created, assign a next-day onboarding checklist linked to the project and client account.
    • Review a resolved MSP ticket. When a ticket is resolved, assign the ticket owner a same-day human review and customer follow-up task.
A worked example

From first contact to finished work

A client’s staff member reports that email is down. It arrives as an Incident with the right priority and a response clock, and an “Incident received” reply goes out. When it’s fixed, “Incident resolved” closes the loop and a review task is created. A new-starter Onboarding request follows the same path. A larger change moves through Request received, Triage and owner, Scope reviewed and Plan agreed to Handoff recorded, and service agreements track each client’s tier.

What the starting point sets up

Choose IT & managed services when you create your workspace, or apply it later from Customisation. Everything below is created for you and stays editable.

Service Desk queue

Assign tickets, record status updates and keep waiting work visible.

Configured service targets

Use workspace response and resolution clocks with explicit service policies.

Agreement reviews

Keep service agreement references beside customer relationships and review tasks.

Your records are called
Client contacts, Client organisations and Service opportunities
Pipeline stages
Request received → Triage and owner → Scope reviewed → Plan agreed → Handoff recorded
Extra fields
Service role (client contact), Service tier (client organisation), Sites in scope (client organisation), Service request type (service opportunity), Target handoff date (service opportunity), External service reference (service opportunity)
Service agreements register
Service tier, Review date to verify, Agreement status, External system reference
Request types
Incident, Service request, Onboarding request
Ready-made replies
Incident received, Incident resolved
Automations
Follow up with a new client contact; Qualify every new client contact enquiry; Review new MSP project handoff; Review a resolved MSP ticket

Questions about NovaSoft One for it & managed services

Still unsure? Read every question or start free and look around.

Does it connect to my RMM or PSA tools?

Not directly. NovaSoft One has its own help desk, assets and portal, plus an API on Professional and above for connecting other systems.

Can clients see their own devices?

Yes, on Starter and above. Assets shared with a client company appear in its portal, and staff can report a problem against a specific device.

Can we set response and resolution targets?

Yes. Service desk queues have response and resolution targets, and tickets show when they’re at risk.

Can I change what the it & managed services setup creates?

Yes. Stages, fields, record names, saved views and automations are a starting point. Rename, add or switch off anything in Customisation, and your records stay where they are.

Can I bring my existing customers across?

Yes. Import a spreadsheet of contacts, companies or leads in the Data Hub, map the columns, check the preview and commit. Possible duplicates are flagged before anything is created.

What does it cost?

Free for up to two people with the core CRM. Industry starting points come with Professional at A$39 per user per month, excluding GST, billed monthly with no lock-in.

Good to know

Does not connect remote monitoring tools, store credentials or provision services; targets depend on your configured policy. Industry starting points use NovaSoft One’s existing customer records, pipelines, tasks, saved views and custom records, and are included on Professional plans and above.

How it works

Read the guide

Practical advice for it & managed services, whichever CRM you use.

By industry

CRM and service desk for IT and managed service providers

How small IT providers and MSPs can run sales, service tickets, response targets and client agreements from one system, with assets linked to each client.

3 minute read

Other industries

Try NovaSoft One for it & managed services.

Start free for up to two people today. Switch on the full industry setup with Professional whenever you’re ready.

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