Every client kept apart, every contract kept
Each client has its own contract, its own hours and its own expectations. SupaDesk keeps them separate, measures each against what was signed, and gives each client's team a portal.
- Clients as organisations
- SLAs per contract
- Client portal
How do IT service providers use SupaDesk?
IT service companies and MSPs create each client as an organisation, matched by email domain, and write an SLA policy per contract tier with its own business calendar. Routing sends each client's tickets to the engineering team that looks after them, client staff follow their requests in the portal, and conversations from different clients can never be threaded or merged together.
- Each client an organisation, matched by domain.
- SLA policies per contract, each on its own calendar.
- Route a client to its dedicated team or engineer.
- Client staff use the portal with Google or Microsoft sign-in.
- No merge or thread ever crosses two clients.
- Reports by team show who is carrying which client's load.
How MSPs set it up
A starting configuration for a provider with a dozen or a hundred clients.
One organisation per client
Domains mapped once; every new contact lands with the right client automatically.
Contract SLAs
Gold clients 24/7 on a one-hour response, standard clients on office hours - side by side.
Dedicated pods
Routing sends each client to the team that knows their environment.
Client portal
Your client's office manager can see every request their staff have raised with you.
Escalation on breach
At 80% of the target, the team lead is notified; at 100%, the ticket is escalated and reassigned.
Contract reporting
SLA attainment over the period, ready for the monthly service review.
Read next
Questions people ask before they start
Show every client the service they signed for.
Start free for 14 days. No credit card and no setup fee - connect a mailbox and answer your first ticket the same afternoon.
Questions first? Email sales@supadesk.in or call +91 8585953085.