Features

Everything the platform does, documented.

One page per feature, describing this build — what it does, how it works, and where the boundaries are. When the product changes, these documents change with it.

Ticket Management & Two-Way Sync

One ticket, two systems, always in step.

Tickets flow both ways between Desk Portal and your PSA. A client raises a request in the portal and it becomes a real ticket in ConnectWise or Autotask; a technician updates the ticket in the PSA and the portal reflects it. Neither side is a copy — the PSA remains the system of record, and the portal is the client-friendly window onto it.

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Conversation Threads

A support thread you can actually read.

The conversation view lays the whole exchange out like a modern chat: client messages on the left, your team on the right, with color telling you at a glance what kind of post each one is. Notes written in the PSA, replies sent from the portal, internal remarks and time entries all land in one thread — each on the correct side, each visible only to the people allowed to see it.

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Time Tracking & Billing

Hours logged where the work happened, recorded where the money is.

Technicians log time in the portal and it lands in the PSA as a real time entry — with work type, work role and billable status. Time logged in the PSA flows back the other way. The thread itself answers the question every time-and-materials reader has: how long did this take, and does it bill?

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Client Portal & Client Logins

Your clients get a portal. Your data model knows they are clients.

Client users sign in through the same identity provider as your staff but come out the other side with a genuinely different product: their company’s tickets only, the public conversation only, and exactly the actions a client should have — raise a ticket, reply, attach a file. Not a staff dashboard with buttons that error; a client experience with no staff tooling to trip over.

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Client Control Panel

Let client admins run their own account.

The Control Panel gives each client company a self-service surface: service instructions for technicians, their own user management with per-section delegation, operational settings like business hours and holidays, announcements, reports and branding. Access is granted per section and per account, so a client admin can delegate exactly as much as they mean to.

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Users & Access Management

Who can do what, answered precisely.

Staff access is managed through roles, scoped permissions, per-user overrides and permission templates — with an Effective Permissions screen that answers the question audits actually ask: for this permission, who has it, and why? Departments, teams and board access give structure to larger service desks.

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PSA Connections & Field Mapping

Connect a PSA in minutes. Know its health at a glance.

Each PSA connection is configured, tested and monitored from one screen: credentials go straight into an encrypted store, a live test proves the connection against the real API, and field discovery pulls the boards, statuses, priorities, work types and technicians you map the portal onto.

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Attachments & File Sharing

Files travel with the conversation — scanned, scoped, synced.

Clients and technicians attach files to tickets and replies; attachments sync both ways with the PSA. Every upload is scanned before it is stored, executables are blocked, and downloads are authorized against the same ticket-access rules as everything else.

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Analytics & Productivity

Measured from your tickets — and honest about what is not measured.

Dashboards cover the service desk’s pulse: ticket volumes and trends, team workload, SLA attainment, resolution times and logged hours, plus a per-technician productivity score built from configurable weighted components. Every scored view states its coverage — what was measured and what was not — instead of dressing partial data up as a verdict.

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Security & Audit

Multi-tenant isolation, real RBAC, and a log that does not forget.

Desk Portal is self-hosted and multi-tenant by construction: tenant isolation is enforced in the data layer on every query, authentication is delegated to your own identity provider, permissions are enforced server-side, and every administrative and access-relevant action lands in an append-only audit log.

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Keep your PSA. Upgrade your client experience.

Desk Portal gives your clients a modern support experience while your team continues working in the PSA they already know.

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