Managed service providers do not have one support queue, they have one per customer - each with its own inbox, its own response promise and its own people who must not see anyone else's tickets. Raiseaticket handles all three, and only your engineers use a seat.
A single-company help desk answers to one set of expectations. An MSP answers to as many as it has contracts. The same ticket queue has to hold a client on a two-hour response agreement next to one on next-business-day, keep each client's requests away from the other's engineers, and still report per client at the end of the month.
Most tools solve that by charging for it: a separate instance per client, or a price that rises with every contact you support. Neither is necessary.
Those five are on the free plan. White-labelling - your own logo, colours and portal domain - is a premium add-on, as is single sign-on.
SLA policies are matched on the sender: a specific email address, or a whole domain. A ticket from a client on a premium contract picks up the tighter policy automatically, and one from a standard client picks up its own, without an engineer having to remember which is which.
Each policy carries its own operating hours, so a client in another time zone is measured against their working day rather than yours, and the clock can be paused while you are waiting on the customer - so time spent waiting on them does not count against a target you agreed.
Breach reminders run on an interval you choose and notify the admins and agents you nominate, which is usually the difference between explaining a near miss and apologising for a breach. The SLA guide covers how policies are built.
Custom reports can be built by group, by company or by agent, filtered on a date range, response and resolution times, replies, notes and SLA outcome. The dashboard shows tickets resolved within SLA against those resolved outside it, and either figure can be opened to see the individual tickets behind it.
Timesheets record time logged per ticket and per agent, which is the number most MSPs need at the end of a month and the one that is hardest to reconstruct afterwards.
Yes. Policies are matched by email address or domain, each with its own operating hours, so every contract is measured against what it was sold. A single ticket carries one SLA, matched when it is created.
No. Only agents - the people answering tickets - use a seat. The contacts raising tickets are not capped, so the number of client staff you support does not change what you pay.
No. Agents work within groups and see their group's tickets, and a contact sees their own tickets, or their whole company's if an admin enables that for them.
Yes. Additional email channels are added under Settings, Groups, and mail to a group's address becomes a ticket in that group. Your portal also gets a support address when you sign up.
Your logo, colours, welcome message and a portal on your own domain are premium add-ons rather than part of the free plan. The helpdesk itself, including SLAs and reporting, is free.
Create a workspace, add a group with its own address and give it an SLA. Free for 5 agents and 500 tickets a month, with no credit card and no trial clock.
Free foreverNo credit cardNot a 6-month trial