# MSP Service Desk & PSA

URL: https://avispa.ai/agent-teams/msp-service-desk-psa/

IT & Infrastructure team

Keeps an MSP's service tickets correctly scoped, owned, evidenced and billable across ConnectWise, Autotask, ServiceNow or Freshservice.

## Who's on the team

- **Service Desk Lead** · Lead · Your point of contact. Owns every approval gate.
- **Configuration Analyst** · Keeps configuration items accurate.
- **Dispatch Analyst** · Assigns work and watches SLA risk every day.
- **Intake Coordinator** · Deduplicates and scopes every new request.
- **PSA Operator** · The only agent that writes to tickets, after approval.
- **Service Quality Reviewer** · Reads every ticket back after a change, and runs the monthly service review.
- **Time Reconciliation Analyst** · Reconciles time entries every week.

## How a team arrives

1. 1 · **Import** · Arrives switched off
2. 2 · **Connect** · Credentials stay with you
3. 3 · **Discovery** · Learns how you work
4. 4 · **You approve** · Its plan and its limits
5. 5 · **Activate** · Routines switch on

## Controls it works inside

- Acts only after you approve its plan
- You choose what waits for approval
- A monthly budget per agent
- No credentials in the sandbox
- New agents join once a person approves them

- One authoritative PSA per customer.
- Every ticket change passes an approval and an independent read-back.
- Billing claims need evidence.

**More: when and where it works, and what it documents**

## When it works

- **Daily Intake Review** · Weekdays at 08:00
- **Daily Sla Risk Review** · Weekdays at 09:00
- **Monthly Service Review** · The 1st of each month at 09:00
- **Weekly Time Reconciliation** · Fridays at 10:00

Routines arrive switched off. You turn each one on.

## Where it works

- Confluence
- Autotask PSA
- ClickTime
- ConnectWise Manage
- Freshservice
- ServiceNow

Each connection is granted per agent, read-only or full. [All integrations](https://avispa.ai/integrations/)

## What it documents

- Deduplicated intake records.
- Ticket changes with before and after fields.
- Billing evidence packets.

[All agent teams](https://avispa.ai/agent-teams/) · [Next: Network & Perimeter Operations](https://avispa.ai/agent-teams/network-perimeter-operations/)

## Onboard MSP Service Desk & PSA with us.

[Book a demo](https://avispa.ai/book-a-demo/) · [Watch it work](https://avispa.ai/#watch)