Keep every client environment, ticket, and SLA in one operating picture
Managed service providers and IT services firms juggle recurring support, per-client environments, SLA commitments, and billing that mixes retainers with one-off project work. Eos connects ticket handling, technician staffing, and invoicing so none of it depends on tribal knowledge.
Capture every request
Tickets arrive from the client portal, forwarded email, or monitoring alerts and land in one queue instead of scattered inboxes per technician.
Route to the right technician
Assignment can account for the skills, certifications, and client familiarity a ticket needs, not just who is next in line.
Turn resolved work into revenue
Billable time against retainers, T&M tickets, and project work moves toward invoicing without a manual reconciliation pass.
Support work and client commercial terms live in the same operating model
Most helpdesk tools handle tickets and stop there. MSPs need the ticket, the client's contract terms, the technician's certifications, and the billing outcome connected, because the same request can be covered by a retainer for one client and billable for another.
What's modeled
- Client accounts, contracts, and SLA terms
- Tickets, priority, ownership, and internal notes
- Technician skills, certifications, and workload
- Billing profiles, rate cards, billing runs, invoices, payments
- Recurring maintenance and project work in the same system
Business examples
Triage as it arrives
A dispatcher classifies an incoming ticket, checks the client's SLA tier, and routes it to a technician with the matching skill set.
Escalate before the SLA slips
Tickets approaching an SLA deadline are surfaced automatically instead of discovered during a client escalation call.
Reconcile retainer usage
A manager checks how much of a client's monthly retainer has been consumed before approving additional billable work.
Bill mixed engagements
A billing administrator prepares one invoice covering retainer hours, T&M tickets, and project milestones for the same client.
Staff around certifications
A resource manager assigns a certified technician to a compliance-sensitive client environment instead of the next available person.
Track recurring maintenance
Patch cycles and maintenance windows are tracked as recurring work connected to the client and system they affect.
Agent examples that already know this work
Installable templates from the Eos Agent Library, adapted to ticket-driven, multi-client support and recurring billing.
Ticket Resolution Agent
Classifies, routes, drafts, follows up, and closes repeatable support tickets under your approval policy.
Resource Capacity Agent
Matches ticket and project demand with technician availability, skills, certifications, and PTO.
Invoice Preparation Agent
Finds unbilled retainer, T&M, and project work and prepares invoice drafts with their source records.
Time Approval Agent
Finds missing time against tickets and projects, coordinates review, and locks approved entries for billing.
Finance Collections and Invoice Readiness Review
Surfaces overdue balances, disputes, and invoices that are not ready across client accounts. Available in the Agent Library.
Support Ticket Triage and Response Drafting
Summarizes incoming tickets, assigns priority and queue, and drafts a first response. Available in the Agent Library.
See this against one client account
Bring one client with identifying details removed: its SLA terms, a recent escalation, and how billing currently gets prepared. We will map it to Eos.
Review this workflow