Service desk for MSPs: tickets, SLAs and hour banks

The KairosLink service desk is built into the same platform as remote control and monitoring: the ticket, the computer and the connection live together. It includes statuses and priorities, classifications, SLAs, multiple technicians per ticket, internal notes, time tracking with a live timer and per-customer hour banks with usage alerts.

From the ticket to the connection, without switching tools

The real support flow is: the ticket comes in, someone has to get into the computer. In KairosLink that is one click, because the service desk and remote control are the same platform. The technician handles the ticket, connects to the customer's computer, fixes it, and the time worked is recorded in the same place.

Worked time that turns into billing

Each technician tracks their time with a live timer (start, pause, resume, stop) or with manual entry, marking whether it is billable. Each customer gets a monthly hour bank: when usage hits 80% and 100%, the platform notifies automatically, and the overage is computed in dollars at the agreed rate, ready to back the month's invoice.

SLAs and satisfaction measured, not assumed

SLA policies measure first-response and resolution times per priority. When a ticket closes, the customer can rate the service from 1 to 5 stars with a comment, and those ratings feed the satisfaction report per technician, per customer and per ticket type. The MSP stops guessing how it is perceived: it measures it.

A portal where your customer helps themselves

Each customer can access their own portal with their computers, monitoring status, applied patches and their tickets. From there they open new tickets and rate the resolved ones. It is their window into your work, under your brand, with no access to your operations panel.

Frequently asked questions