The product
What follows is a list of what exists and runs in production. Modules in draft are marked "coming" and should not enter into your buying decision. What does not exist at all is not on this page.
| Ticket | Subject | Resolution SLA | |||
|---|---|---|---|---|---|
| TIC-2481 | File server unreachable since this morningClinique Dubois | Clinique DuboisHead office | Critical | 12 min late | |
| TIC-2480 | New workstation to configure, starting MondayAtelier Roy | Atelier RoyWarehouse | Normal | 5 h 40 remaining | |
| TIC-2479 | Outgoing email blocked, 3 usersGroupe Bélanger | Groupe BélangerNicolet office | High | 1 h 05 remaining | |
| TIC-2478 | Microsoft 365 licence renewalCoop Verchères | Coop VerchèresHead office | Low | 2 d 3 h remaining | |
| TIC-2477 | SQL server backup failed, check the logImprimerie Sainte-Marie | Imprimerie Sainte-MarieProduction | High | 3 h 20 remaining |
Interface shown for illustration, with fictional data.
01
What happens when the phone rings.
The ticket queue, the queues by team, the priorities, the statuses, the assignment and the full history of every intervention.
Tickets that have to exist on a given date, or come back every month, open by themselves in the queue.
A single field, called up from the keyboard, that searches tickets, clients, assets, projects and alerts at the same time.
First response and resolution targets are calculated on your real opening hours, not on a 24 h clock.
The satisfaction survey goes out when the ticket closes and the result stays attached to the client file.
Telling a client the technician is on the way, confirming an appointment, passing on an outage: by text, from the ticket.
In draft. The product works in the phone browser, but the dedicated app has not shipped.
02
From the quote to the payment, Quebec taxes included.
A link the client opens in their browser, with no account, to read and accept your proposal.
The accepted quote becomes an order, the order becomes an invoice.
Full billing, collection through Stripe, automatic receipts, and reconciliation in QuickBooks.
Quebec taxes are calculated by the product, not cobbled together in a "custom tax" field. QST applies correctly, on the right base.
Your monthly plans go out on their own, on the same day, with the right amounts and the right taxes.
Banks of hours draw down as time is entered. You see the balance before the client asks for it.
In draft. The product bills in Canadian dollars today, which covers very nearly everything our clients need.
03
The projects, the time, the equipment.
The engagements that outlast a ticket: phases, milestones, tasks, time and billing all attached.
Time is entered where it happens: on the ticket, on the project. The sheet fills itself in.
The inventory of what you manage at the client: workstations, servers, equipment, with their attachment to the site.
04
What the client sees and what you know about them.
One client can have several sites, and each site its own contacts. That is the reality of an MSP, and the data model respects it.
Deals in progress, by stage, with the value and the expected closing date.
Your clients open their own tickets, follow progress, see their invoices, pay and book appointments themselves.
Lists, sequences, follow-up. To go after the next contracts.
05
Who is allowed to do what, and who did it.
The intern does not see the margin. The accountant does not reassign tickets. 76 permissions, not three checkboxes.
Who changed what, and when. Useful in a dispute, and useful when an auditor asks the question.
Each technician builds their own views. "My overdue tickets", "Invoices unpaid for more than 30 days".
Today: a fixed dashboard and five CSV exports. A real report builder is on the plan, it has not shipped.
In draft. Do not count on it for your rollout.
A living product
A bubble sits permanently at the bottom right of your screen. You click it, you pick: bug, improvement or request, you write what you saw, you attach a screenshot if it helps. It goes straight to the team that writes the product. No ticket to open somewhere else, no form to hunt down.
Theme
Dark mode is supported natively, throughout the product: every screen, every table, every chart has its own colours, chosen to be readable at night. The switch is in the top bar, and the choice follows the user from one device to the next.
Notifications
A notification centre is built into the product. A ticket assigned, a mention in a discussion, a client reply through the portal, an SLA coming up on its limit: it all lands in the same place, marked read or unread, without depending on email.
Finding and anticipating
Ctrl K from any screen. A single field searches tickets, alerts, clients, projects, assets and tasks at the same time, with the match highlighted. You narrow the scope with one key and open the result with another, without ever leaving the keyboard.
Scheduled tickets, natively
A ticket that has to open on a given date or come back every month is scheduled once and opens by itself when it is due: licence renewals, preventive maintenance, backup checks. It is not a reminder in a calendar off to the side, it is a real ticket in the queue, assigned to the right team.
Catalogue
Products, licences, recurring services, blocks of hours: your catalogue lives in the product, with the codes, the internal references, the suppliers, the price and the cost. Search filters as you type, even across tens of thousands of lines, and the item you pick drops straight onto a quote or an invoice with its price and its margin.
Client file
The client file is not an address book. It brings together the open tickets and the full history, the opportunities in progress, the contacts and the sites, the billing and the recurring invoices, the contracts and the prepaid hours left, and the devices being tracked. Recent activity reads in the same place, and you open a ticket or a note without leaving the file.
Configuration
Everything that follows is set from your instance settings, by you, without calling us and at no charge.
Ticket types, priorities and categories
You name things the way your team already names them. The reference lists can be created, renamed and retired without touching the history.
Statuses and actions
Your real workflow, including the in-between states that generic tools do not have: waiting on the client, part ordered, to be invoiced.
Reply templates
Pre-written replies, called up by a shortcut in the reply box of a ticket. Global in scope, or reserved for one team.
Document templates
The layout of your invoices, quotes, credit notes and payment receipts. Several templates per document type, one default per organisation, and the choice of a specific template when sending.
Email templates
The content and the signature of outgoing emails, with your own variables. Exclusions are managed in the same place.
Incoming mailboxes
Several mailboxes watched, each routed to the right team. An email becomes a ticket, a reply becomes a follow-up.
Client types and asset types
Your own families of clients and equipment, so that the filters and the reports speak your language.
Roles and permissions
76 distinct permissions spread across roles: the technician, the manager and the person in accounting do not see the same thing.
Custom
We develop continuously. When a client has a need their industry imposes and no generic tool covers, we build the module. Here are sectors we know how to build for.
Construction
Site tracking, work orders, timesheets per project, holdbacks and progress billing.
Dealerships
Vehicle records, service reminders, campaigns by fleet, opportunity tracking by branch.
Manufacturing
Equipment as assets, scheduled preventive maintenance, purchase orders and parts tracking.
Professional services
Engagements, banks of hours, rates by profile, billing on percentage of completion.
These modules get built on request, not in advance: tell us what your trade requires and we will tell you straight whether it can be done, how long it takes and what it costs.
Integrations
The list is short because it is true. Every connection below has shipped and is in use. If your tool is not on it, tell us rather than finding out after you sign.
Accounting
Your invoices and your payments flow up into QuickBooks.
Collection
Online invoice payment, in the client portal.
Fleet management
Our own RMM, to pull your fleet up into the assets.
Fleet management
If you already have Ninja, keep it.
Fleet management
Direct connection to your Tactical instance.
Identity
Single sign-on for your clients in the portal.
Identity
Single sign-on for your clients in the portal.
Missing a link to a tool you use? Tell us: the integrations get built according to what clients actually ask for.
We look at your fleet, your clients and your billing, then we tell you straight whether OKTO PSA does the job for you. No strings attached.
OKTO Solutions, Trois-Rivières, Quebec
