--- title: "MSP help desk software for IT service providers | attendo" description: "Tickets, SLAs and prepaid hours per client for MSPs, integrators and network installers, with remote support and on-site visits in the same record." url: "https://attendo.me/en/industries/it-services" lang: "en" --- # Remote and on-site support, with the SLA in plain view For MSPs, systems integrators, network installers and software companies that support their customers. Every contract with its SLA and prepaid hours, and a ticket that ends in a site visit stays in the same record. - Prepaid hours deducted as time is logged - Email, WhatsApp, Teams and phone in one queue - Client devices and licenses with their history ## Is it right for your company? For companies that provide IT support to other businesses, remotely or on site: - MSPs and managed support - Systems integrators - Network and low-voltage installers - Business software resellers and partners - Software and SaaS companies that support their customers Not on the list? attendo can be set up for any line of business, with your document types, your fields and your vocabulary. ## Every client’s SLA lives in a spreadsheet An IT services company sells hours and response times. If it does not measure them, it gives them away. ### Prepaid hours that never add up Each client has a contract, an SLA and a block of hours. They are tracked in a spreadsheet someone updates at month-end, when it is too late to fix. ### What gets answered on a phone gets lost Requests come in by email, phone, WhatsApp and Teams. Whatever is solved in a call or a chat leaves no trace and no billable time. ### The client’s inventory lives in one tech’s head Devices, licenses and warranties for each client are found by asking around. If that person is on vacation, you start from scratch. ## Each challenge, with the modules that solve it They are modules of the same platform: you turn on the ones you use, and they all work on the same record. ### Every contract with its SLA and prepaid hours The SLA runs on your business calendar and warns you before a breach. Hours come off the block as they are logged. Reports and dashboards show each client’s usage. - [Contracts and SLA](https://attendo.me/en/modules/contracts-and-sla) - [Time tracking](https://attendo.me/en/modules/time-tracking) - [Kanban](https://attendo.me/en/modules/kanban) - [Reports and dashboards](https://attendo.me/en/modules/reports-and-dashboards) ### Every channel in one record Email, WhatsApp, phone with call recording and a website chatbot all open or update the same ticket. Teams and Slack come into the same inbox as text conversations. Calls are linked to the ticket, and chats are too. - [Communications](https://attendo.me/en/modules/channels) - [Telephony](https://attendo.me/en/modules/telephony) - [Web chatbot](https://attendo.me/en/modules/web-chatbot) - [Customer, supplier and partner portals](https://attendo.me/en/modules/customer-portal) ### The client’s inventory, with its history Client devices and licenses are assets with a QR code, serial number, warranty and history. If someone has to go on site, the work order comes from the same ticket and the technician closes it in the app. If you use an RMM, its alerts can open the ticket through the API. - [Assets and inventory](https://attendo.me/en/modules/assets) - [Mobile app and Field Radar](https://attendo.me/en/modules/mobile-app) - [attendo Checklist](https://attendo.me/en/modules/checklists) - [API v4, webhooks and MCP](https://attendo.me/en/modules/api-and-mcp) ## A server that will not boot, first thing on a Monday From a Teams message to a closed site visit, with every minute deducted from the prepaid block. Example scenario, with made-up data. ### Step 1 · It comes in on Teams The office manager writes to the support bot in Teams. The agent opens the ticket from the conversation, with the client, its contract and a critical-priority SLA. ### Step 2 · Remote attempt first The technician connects remotely with the usual remote tool and logs the time on the ticket. The client follows the status in the portal. ### Step 3 · Someone has to go It is the power supply. A work order is created from the ticket, with the device and its warranty in view. ### Step 4 · Closed with time and signature The technician swaps the part, the client signs in the app and the hours come off the contract’s block. ## Where to start They are the same platform with each area’s modules turned on. Start with one and add the rest without migrating anything. - [attendo Ticketing](https://attendo.me/en/ticketing): Start here: tickets from every channel, SLAs and prepaid hours. - [attendo CRM](https://attendo.me/en/crm): To sell contracts and renew them with usage data in hand. - [attendo Field Service](https://attendo.me/en/field-service): When a ticket turns into a visit: scheduling, app and service report. - [attendo Customer Service](https://attendo.me/en/customer-service): If you also serve customers on WhatsApp, voice and chat, with their history and satisfaction. ## marIA at an IT services company It classifies and summarizes so technicians start with what matters. A person reviews anything that goes out. ### Classifies and prioritizes It reads the ticket, proposes a category and priority based on the client’s contract and routes it to the right queue. ### Drafts the reply It writes the answer with the client’s history and your knowledge base. You review it and send it. ### Connects your tools With the MCP server and API v4, your agents and systems read and write in attendo with the permissions of each key. **What it does not do:** It does not connect to client devices or run actions on them. ## What attendo does not do Better to know before the demo. And if your case calls for another tool, we will tell you. - **No device monitoring (RMM)** attendo does not watch servers or push patches. If you use an RMM, attendo works alongside it and can receive its alerts through the API. - **For a remote-only MSP, a PSA** If your whole service is remote and built around the RMM, a PSA from that ecosystem may be a better fit. - **High-volume consumer support** If you handle thousands of consumer tickets a day with self-service, Zendesk and similar tools are ahead. We cover it in the comparison. ## Before you decide An honest comparison and a calculator with its assumptions in plain view. ### [attendo vs. Zendesk](https://attendo.me/en/comparisons/attendo-vs-zendesk) A leading help desk. attendo keeps going when the ticket ends in a site visit, a spare part and a delivery note. Ticketing ### [Cost of missing the SLA](https://attendo.me/en/calculators/sla-breach-cost) What late tickets add up to per month and per year: contract penalties and the hours spent explaining and compensating. **You need:** Tickets a month, percentage breached, penalty and handling hours ## Related use cases - [Internal IT and employee help desk](https://attendo.me/en/use-cases/internal-it): Employee support, with SLAs and assets - [Customer service](https://attendo.me/en/use-cases/customer-service): Every channel, one conversation ### Other industries - [Facility maintenance and services](https://attendo.me/en/industries/facility-maintenance) - [HVAC and refrigeration](https://attendo.me/en/industries/hvac) - [Repair and after-sales service](https://attendo.me/en/industries/after-sales-repair) - [Manufacturing and industrial plants](https://attendo.me/en/industries/manufacturing) - [Equipment manufacturers and distributors](https://attendo.me/en/industries/equipment-manufacturers) - [Energy and renewables](https://attendo.me/en/industries/energy-renewables) - [Testing, inspection and laboratories](https://attendo.me/en/industries/testing-inspection) - [Contractors, construction and engineering](https://attendo.me/en/industries/contractors) - [Compliance for consulting firms](https://attendo.me/en/industries/compliance) - [Elevators and escalators](https://attendo.me/en/industries/elevators) - [Consulting and professional services](https://attendo.me/en/industries/professional-services) - [Hospitality, retail and multi-site](https://attendo.me/en/industries/multi-site-operations) [See all industries](https://attendo.me/en/industries) ## Frequently asked questions ### Does it work for an MSP? Yes, if you provide remote and on-site support with contracts and prepaid hours. If your whole service revolves around an RMM, a PSA may fit better, and we will tell you so in the demo. ### How are prepaid hours deducted? When time is logged on the ticket or the work order. The balance shows on the contract, in reports and, if you want, in the client portal. ### Can I support clients over Teams and Slack? Yes. Messages to the Teams bot or in a Slack channel come in as text conversations in the same inbox as email, WhatsApp and phone. You reply from attendo, and each conversation is linked to its ticket. ### Does it keep an inventory of devices and licenses? Yes, as client assets with a QR code, serial number, warranty and a history of tickets and visits. ### Does it connect with my tools? With API v4, inbound and outbound webhooks and an MCP server. Your systems and your AI agents can read and write in attendo. ### Can clients see their hours? If you choose to show it, yes: in their portal they see their tickets, their status and their prepaid balance. ## Tell us how you support clients today We will show you attendo with your contracts, your channels and your prepaid hours. And if it does not fit the way you work, we will tell you. Would you rather try it yourself? [Request a trial account](https://attendo.me/en/trial) and we will set it up with your case. - With your operation, not a generic demo - A real person from our team replies - No cold calls afterwards Would you rather talk first? - Phone [+34 910 053 530](tel:+34910053530) - Email [sales@attendo.me](mailto:sales@attendo.me) - Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)