Managed IT services

Managed IT services run on tickets, onboarding, and projects. In the UK, you're balancing support, projects, and sometimes sales—all with existing and new clients. When intake is scattered and handover between teams is informal, tickets slip and clients notice.

The operational reality in this sector

MSPs take tickets via email, portals, and phone; onboarding and project requests often land the same way. Work gets routed to support or projects—sometimes by queue, sometimes by "who's free." Progress is tracked in PSA, RMM, or ticketing tools, but intake and handover can live in email and spreadsheets. Handover between sales, onboarding, and BAU support is often loose. The operational reality is reactive routing, unclear ownership, and "who's got this?" when volume spikes.

Common friction we see

• Tickets and onboarding requests land in multiple inboxes; no single intake or triage view.
• Routing is ad hoc or queue-based but handover is informal; context gets lost.
• Handover between sales, onboarding, and support is verbal or in email; clients get mixed messages.
• Status lives across PSA, RMM, ticketing, and email; no single view for ops.
• Too much time on "who's handling this?" and "have we responded?"
• Clients chase for updates because internal ownership is unclear.

What this looks like in practice

A typical MSP has a support email, a portal, and phone. Tickets get logged in the PSA or ticketing system; onboarding and project requests are often emailed and then manually created. Handover from sales to onboarding, or from onboarding to BAU, happens in meetings or by forwarding. When it gets busy, tickets queue, handover blurs, and the team works late to clear the backlog. SLAs slip and clients complain.

How we typically approach this

We start with discovery: we map how tickets and requests come in, how they're routed, and how handover between sales, support, and projects works. We design workflows—intake, triage, routing, handover—that fit your stack and integrate with your PSA, RMM, or ticketing. We build or configure so intake lands in one place, ownership is clear, and handover is documented. We phase delivery so you're not disrupted. Training and handover ensure your team can run it.

What changes after implementation

• One place for tickets and onboarding requests; clear triage and routing.
• Handover between sales, support, and projects documented; less lost context.
• Single view of what's in progress and what's at risk.
• Less time on "who's got this?", better SLA adherence.
• Clearer client experience because ownership is visible.

Tools we commonly work with

We work with what you use: PSA (e.g. ConnectWise, Datto, NinjaRMM), ticketing, RMM, Google Workspace, Microsoft 365, Xero, and intake or portal tools. We connect intake, workflows, and handover so you're not duplicating or chasing across systems.

A short example from the field

Illustrative example. An MSP had tickets from email and a portal, plus onboarding requests from sales. Support logged in the PSA; handover from sales to onboarding was mostly email. We built a single intake pipeline, clear routing rules, and simple handover checklists that fed into their PSA. The team could see every incoming request and its owner. Handover improved and fewer tickets slipped.

FAQs

We use a PSA / RMM / ticketing. Do we need another platform?
Usually no. We integrate with what you have. The gap we fill is often intake, routing, and handover—so requests land in one place and flow into your PSA or ticketing instead of living in email.

What about SLAs and response times?
We design workflows so ownership and SLAs are clear. We can surface response and resolution times from your ticketing or we build lightweight visibility—depending on what you need.

We have support, projects, and onboarding. Different flows?
We can design for each. Intake and handover often share a single pipeline; we'll map your actual flows and build to that.

Next step

If intake and handover are holding you back, we can help you capture every ticket and request, route work clearly, and hand over without the chaos. View our services or see how we work.