A managed service provider help desk for IT MSPs handling multi-tenant client tickets, on-call routing, and SLA reporting in Taskade.
What's Included
- Multi-Tenant Queue: Board view per client with shared on-call rotation
- Client Database: Table view with client, contract tier, covered systems, and SLA targets
- AI Triage Agent: Custom agent routes by client and severity, and tags in-contract vs out-of-scope work
- Contract-Scope Detection: Agent flags out-of-contract work for project-manager pricing
- SLA Dashboard: Per-client first-response and resolution times against contracted SLAs
- Slack & Email Sync: Bidirectional sync — each client uses their preferred channel
Why This Template Wins
- Out-of-contract work flagged automatically: No more delivering free work because nobody noticed it was outside the contract
- Per-client SLA reporting: Generate the monthly client report directly from the workspace — no spreadsheet wrangling
- On-call routing per tier: Bronze clients hit the queue; gold clients page on-call directly
How to Use
- Clone this template into your Taskade workspace
- Customize clients, contract tiers, and SLA targets
- Connect Slack, email, and monitoring tools
- Train the AI Triage Agent on each client's environment and contract scope
- Set up automation triggers for on-call paging and SLA alerts
FAQ
Can each client see only their tickets?
Yes, once you set it up. Client sign-in confirms who each client is, so match each ticket and report to the client's login and test it with a second account.
Does it integrate with monitoring tools like Datadog?
Yes. Connect via webhook — alerts open tickets directly in the right client lane.
What plan supports a 30-client MSP?
Business ($25/mo) is recommended for SLA reporting and audit logs.
CTA
Try this template free in Taskade. For monitoring setup, see /learn/automation/automations-execution. Pair with IT SOP Templates. Browse MSP apps in the Community Gallery.