An MSP ticketing system for a small provider that does not need a PSA
Three technicians, fourteen client companies, one shared mailbox and a spreadsheet of who promised what to whom. A professional services automation suite would fix that, and would also charge you per technician per month for contracts, time sheets and invoicing you may not want in your ticketing tool. QuerySolv is the smaller thing: a help desk for an MSP or IT consultancy that runs on a Windows server you own, gives each client its own department, and is licensed once per installation.
- One department per client, each with its own mailbox and sender address, its own request forms, its own service level rules and its own agents. A technician sees only the clients they are assigned to.
- Client staff need no account. They e-mail their support address or fill in a form, get a ticket number, and follow the request from any browser.
- A service level can be picked by the requester's e-mail domain, so a contract client's domain carries a one-hour first response without a separate queue.
- Licensed once per installation and bought once. The edition sets the number of agent seats, and nothing is metered. It is not a PSA: there are no time sheets, contracts or invoices in it.
One installation, one department per client
| The moment | What happens | Where you see it |
|---|---|---|
| Client A's office manager e-mails the support address you gave them | A ticket is created in the Client A department, an acknowledgment goes back from that department's own sender address, and replies thread onto the ticket | The Client A queue; the office manager's portal view, with no account to create |
| Your monitoring tool raises an alert on Client B's file server | The alert is posted through the REST API with a token bound to Client B's department, so it can land nowhere else; the ticket opens with the alert's details | The Client B queue, and a webhook when it is resolved. The monitoring-to-ticket series covers the pattern |
| Client C's contract says one-hour first response | The service level rule for Client C's e-mail domain picks the one-hour agreement; a countdown starts on every ticket from that domain | The Due and Breached filters; a breach written to the ticket, e-mailed to the assignee and available to a webhook |
| A technician who works only Clients A and C searches for "VPN" | Only A's and C's tickets appear. Agents see the departments they belong to, in the queue, in search and in reports | Nowhere else, which is the point when two clients compete with each other |
| Client D's contract ends | Its department is disabled and kept for history; every ticket stays as it was. Tickets are never deleted | The audit trail, and an export if the client asks for its records |
What the technicians get
One queue across every client
Every client's tickets in one workspace, narrowed by department, assignment, status, priority or SLA state with a live count beside each choice. Tabbed tickets, drag to merge, full-text search.
Replies that do not start from blank
Predefined replies, personal and shared, with the slots left in; a reply can be shared with one client's department or with all of them. Optional AI drafts with your own provider and key, always reviewed.
Runbooks where the tickets are
Public articles answer the questions every client asks. Internal articles hold the runbooks, credentials procedures and client notes that only technicians see, and a reply can point to one instead of retyping it.
Numbers for the monthly review
Service Performance, Overview and Customer Satisfaction reports over the last 7, 30 or 90 days, with CSV export and a print layout. Reports follow department membership, so a technician's numbers are their clients'.
What it is, and what it honestly is not
Not a PSA
- No time tracking or time sheets, no contract hours bank, no invoicing. If you bill by the hour out of your ticketing tool, you want a PSA, and you will pay per technician per month for it.
- No asset inventory, CMDB or change management, and no built-in RMM integration. Alerts arrive through the REST API and leave through webhooks, which carry metadata and never message bodies.
- One brand on the portal: yours, with the Professional edition. There is no per-client white-label portal.
A help desk for a provider that bills by contract
- It records what each client asked, what was done, by whom and how fast, and keeps that record for as long as you run it.
- Departments are really separate: mailbox, forms, service level rules, agents and API tokens are all per department. See departments and permissions.
- The requester side works in any browser with JavaScript off, so a client on a locked-down machine or an old browser can still raise and follow a ticket. See the requester portal.
Pricing shaped for a small provider
Elsewhere
Cloud ticketing and PSA tools are priced per technician per month, for as long as you use them. Fourteen clients and three technicians is three seats, and the bill grows with the fourth hire and the AI add-on.
Here
One payment per installation, with the agent count you choose. Your clients are departments, not licenses, and adding the fifteenth costs nothing. AI drafting runs on your own provider's account and QuerySolv meters none of it.
Things to know before you rely on it
- There is one portal. Requesters choose their department from one list, so department names are visible to everyone who opens the form. Name them the way you want clients to see them.
- The live chat widget can be placed on a client's site only in a frame, and live chat, service levels, the REST API, webhooks and Active Directory sign-in are Professional edition features.
- The server side is Windows only. A provider that promises uptime can run the High Availability edition on Windows Server Failover Clustering, the technology your team already knows.
- Tickets are never deleted, and the SLA clock does not pause while a ticket is on hold. The limits page has the full list.
Give every client its own queue this week
Download the installer, create a department per client and point each support mailbox at it. The trial runs for 30 days with every Professional feature and unlimited agents.
Download Installer with Free Trial