IT Track Portal runs the service desk and gives your customers a view of their own tickets, assets and contracts — so the work arrives as tickets instead of emails to individual engineers.
of tickets closed inside SLA last quarter
A client logs in, picks the affected site or device, and describes the problem. No engineer’s inbox, no “I called Ravi and he said he would look”.
Alerts from your monitoring stack open tickets automatically and attach to the same asset — so a link failure is already a ticket before the customer notices.
Priority comes from the contract and the asset, not from who shouted. The queue sorts itself, and the engineer with the right skill picks it up.
Business hours, holidays and awaiting-customer states pause the SLA. A breach means somebody genuinely missed it, so the number is worth reporting.
Device, warranty, contract, last three visits and the config change from Tuesday are all on the ticket. No rediscovering the estate on every call.
Dispatch picks the engineer by skill, site and availability. The customer sees the slot, and the visit books itself into the calendar with travel time.
Hours are logged where the work happened, not reconstructed on a Friday. Contracted time, overage and project work are separated as they are entered.
Progress, engineer notes and the resolution appear in the client’s own portal — with their internal approver signing off chargeable work before it starts.
Contracted hours, overage and project time post to Business Central against the right customer and contract, so the invoice is a review rather than a reconstruction.
Because the clock is honest and every ticket carries its asset, the quarterly report is something you can hand a client without a covering explanation.
What the portal handles between a customer noticing a problem and you invoicing for the fix.
Portal, email, phone and monitoring alerts all land as tickets in the same queue, deduplicated against the asset they concern.
Business hours, holidays and customer-hold states are honoured, so a breach means somebody actually missed something.
Every ticket carries the device, its warranty, its contract and its history, so an engineer arrives knowing what they are looking at.
Clients log in to raise, watch and approve work — with visibility of their own SLA performance rather than your internal notes.
Dispatch by skill, site and availability, with time booked against the ticket so billable hours are captured as they happen.
Contracted hours, overage and project work post to Business Central, so invoicing is a review rather than a reconstruction.
No. Every ticket has a public thread and a private one. Customers see the public thread, their SLA state and the resolution — nothing else.
Yes, per contract. Business calendars, public holidays and awaiting-customer states all pause the clock, and each customer can have their own.
Both. Internal teams use departments where an MSP uses customers; the queues, assets and SLA logic are identical.
Yes. Open tickets, asset registers and contracts come across at go-live; closed history is usually loaded as a searchable archive.
Time and materials post to Business Central against the customer and contract, so contracted hours, overage and project work invoice from one place.
Twenty-one days with your own queues, SLAs and asset list loaded.
Twenty-one days, no card. We set the environment up with your own data structure so the trial is worth running.