Case study
OKTO Solutions, a Trois-Rivières MSP running on its own PSA
OKTO Solutions, a managed IT services provider in Trois-Rivières, builds OKTO PSA and uses it every day for its own service desk: tickets, contracts, billing, its clients’ portal and OKTHAV. It left a US PSA and imported its data. Here is what works, and what is still to do.
No client names and no internal figures on this page: we only publish what we can show.
Why would an MSP build its own PSA?
OKTO Solutions is a managed IT services provider in Trois-Rivières. It builds OKTO PSA and uses it every day for its own service desk. It did so because the American tools did not fit how an MSP works in Quebec.
This is not a mock-up: it is the same product OKTO Solutions offers its clients, used every day by its own team.
French
A team that works in French wants an interface in French by default, not a translation added afterward.
GST and QST
Quebec taxes are calculated on the invoice itself, with no add-on to bolt in and no workaround.
A database in Quebec
Each client has its own dedicated database, hosted in Quebec. That matters for Law 25.
Add to that a price in Canadian dollars, which does not move with the exchange rate. These four reasons are the ones a Quebec MSP asks itself when choosing a tool, and they were OKTO Solutions’ too.
What was left behind?
A US PSA. OKTO PSA replaced it at OKTO Solutions, and the old tool’s data was imported into OKTO PSA. No client name appears on this page and no internal figure: we only publish what we can show.
What the import gave
Imported records keep the identifier they had in the old tool, so an older file can be found again without getting lost along the way. To see how data is brought over from a US PSA, read the Migration page.
How the team uses it day to day
Six uses come back every day. Each has its own detail page in this section.
Tickets
Queues by team, priorities with SLA targets, email-to-ticket. Alerts from the monitoring tool arrive by email and attach to the device by its name. SLAs run in business hours (the guide). IT ticketing software.
Hour banks
Time logged on a ticket is drawn from the contract’s bank, and deleting it gives the hours back to the right bank. Contracts and hour banks.
The monthly invoice
Recurring invoices start from a template, with GST and QST calculated. A sent invoice is corrected with a credit note. Billing and QuickBooks.
The clients’ portal
Clients open a request, follow their tickets, approve a quote and pay an invoice in one place. The client portal.
OKTHAV
The AI assistant summarizes a ticket and drafts a reply or a closure that the technician approves. OKTHAV at the service desk.
Teams meetings
After a meeting with a client, a suggested ticket, note and time entry waits in “Approvals”. Nothing is logged or billed without approval. Microsoft 365 and Teams.
What lands at OKTO Solutions first
A new feature goes through OKTO Solutions’ service desk before it reaches clients. There it meets real tickets, real invoices and real oversights, which a demo never shows.
A frequent release pace
Versions come out often: 2.348.0 is dated October 27, 2026. Release notes are published inside the product, in short sentences. Several options, including those for OKTHAV and Teams meetings, are off by default, and the administrator turns them on when they decide to.
The sense of using your own product
A team that lives with its own product sees right away what catches, and that guides the order of the work. It is also the limit of this case: an MSP running on its own product shows that the product holds up day to day, not that it fits your situation.
What is still to do, honestly
OKTO Solutions sees every day what is missing. Here is what the team does not have in OKTO PSA today, and what you should not assume is there.
Not delivered yet
- No knowledge base in OKTO PSA.
- The portal does not show the client their hour bank balance or their contract.
- No Teams bot that alerts technicians, and no ticket notices pushed into a Teams channel.
- QuickBooks receives only what OKTO PSA pushes (clients, products, invoices) and sends back only payments: there is no two-way sync.
- No automatic alert triage in the product. OKTO Solutions runs an internal tool for its own alerts, but it is not an OKTO PSA feature. Nor is there an AI phone assistant that answers calls.
Offered on request
- Microsoft 365 security and employee onboarding and offboarding rely on an engine that is not included by default in an instance: it is offered to IT providers, on request.
What can your MSP take from this case?
Three things carry over, without promising a figure we have not measured for you.
The product holds up day to day
It serves a real service desk every day, not only demonstrations.
The limits are written down
What is missing is stated above. You can hold that list against your needs before you call us.
The data move has been done
OKTO Solutions went from a US PSA to OKTO PSA with its data imported. Tell us where you are starting from.
Where is my database hosted?
In Quebec, dedicated to you. The processing terms are on the data processing page.
What is off by default?
Ask for the list. Several options start off, and your administrator turns them on one by one.
What is not delivered?
Ask for it in writing, as this page does. A vendor who cannot name its gaps has not looked for them.
Can I test it without my real data?
Yes, the IT services demo runs on fictional data.
To go further, the full tour of the IT services section covers each feature, and the demo walkthrough shows the service desk screen with fictional data.
Frequent questions
The questions we get asked
Your question is not here?
Write to us. A person in Trois-Rivières answers, within one business day.
Ask your questionYes. OKTO Solutions uses it every day for its service desk: tickets, contracts, billing, its clients’ portal and OKTHAV. New features reach it first, before clients.
To get a tool in French that calculates GST and QST without workarounds, with its database in Quebec and its price in Canadian dollars.
Yes, a US PSA. OKTO PSA replaced it at OKTO Solutions, and the old tool’s data was imported into OKTO PSA.
Because we do not publish internal ones: no ticket counts, no revenue, no client numbers, and no client names. We describe practices and what the product changed, without inventing statistics.
There is no knowledge base, the portal does not show the client’s hour balance, and there is no Teams bot or automatic alert triage in the product. Microsoft 365 security is offered on request.
See how it runs at your shop
Tell us about your service desk and your current PSA. We will say frankly what carries over, and what is still on our side to do.
OKTO Solutions, Trois-Rivières, Quebec