Feature · MSP Mode

A helpdesk built for managed service providers

Manage every client from one workspace, but keep their data invisible to each other.

HelpWise has a dedicated MSP mode that turns the standard helpdesk into a multi-client operations centre. Each end-client gets their own portal, contacts, ticket numbering, KB visibility and SLA. Your agents see everything; your clients see only their own slice.

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What you get

Everything in MSP Mode, on every paid plan

Per-company queues — filter the agent workspace to one client in one click
Per-company contact portal with the client's logo, colours and domain
Per-company ticket numbering so the client sees a sensible series, not a global counter
Per-company SLA policies, business hours and priority definitions
Per-company KB visibility — articles for client A are invisible to client B
Per-company asset inventory — no leaking client A's laptops to client B's reports
Cross-client search for agents, scoped search for clients
Per-client billing reports — by ticket count, hours logged or seat usage

One workspace, many clients

A managed service provider running a different helpdesk for each client is in operational hell — different tools to learn, different SLAs to remember, different report formats to chase down. HelpWise consolidates everything into a single agent workspace where each ticket is tagged with its client, and every report can be filtered down to a single client in one click.

For your clients, the experience is the opposite — they only ever see their own slice. The portal is branded with their colours and logo on a domain you choose. Their tickets are numbered as #C1-001, not as ticket #487201. Their KB articles are theirs. None of this requires extra agents, extra seats, or extra fees per client — MSP mode is a single feature on the Enterprise plan.

Asset management, billing and the boring rest

MSP mode integrates with HelpWise's asset management module so each client's IT estate stays separated. Link a ticket to an asset and the next time someone opens it the asset history is right there — when it was bought, when it was last serviced, whose laptop it is. Useful when a Tier 1 agent picks up a ticket about a device they have never seen before.

Billing-friendly reports break ticket volume down per client, with optional time-tracking integration so you can roll the data up into a managed-service invoice. Export as CSV, or send via API to whatever billing platform you already run. None of this is bolted on as a separate product; it is part of the helpdesk.

Frequently asked questions

Things people ask before signing up

Is there a per-client charge?

No. MSP mode is included with Enterprise. Add as many client tenants as you need; the bill is based on the number of agent seats in your workspace, not the number of clients you support.

Can clients have their own logged-in users?

Yes. Each client has its own contact portal with its own users. Clients can invite their own end-users into their portal; those users can only see their own organisation's tickets and KB articles.

Does the customer portal support custom domains?

Yes. Each client portal can be served from a domain you control (support.client-a.co.uk). HelpWise issues and renews the TLS certificate automatically via Let's Encrypt.

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