From Ticket System
to Client Experience Platform
Most MSPs hand clients a raw Autotask portal — a generic, unbranded interface that was designed for technicians, not customers. This platform replaces that with a custom web and mobile experience: passwordless login, real-time ticket updates, branded compliance documents, and a unified view of NinjaOne and IT Glue — all backed by the same Autotask data your team already uses.
Request a DemoPlatform Comparison
| Feature | Legacy Autotask | This Platform ✓ |
|---|---|---|
| Client self-service portal (web + mobile) | No | React web + Expo mobile app |
| Branded, white-labelled experience per client | Generic Autotask UI | Custom logo & palette per deployment |
| Magic-link / passwordless client authentication | No | Email + SMS push via GoToConnect |
| Real-time ticket status with note threading | Email notifications only | Live note feed with author attribution |
| Push notifications for ticket updates | No | APNs + Autotask webhook integration |
| ISMS policy library with live preview editor | No | Rich text editor with branded PDF export |
| Custom logo branding on compliance documents | No | Per-document logo upload to object storage |
| NinjaOne & IT Glue integration in one portal | Separate logins required | Unified device & documentation view |
| MSP owner analytics dashboard | No | Ticket health, trends, device gap analysis |
| API-first architecture (extensible) | Autotask REST API only | HMAC-secured internal API with scope system |
Feature Deep-Dives
Clients access a fully branded web portal and native iOS/Android app without ever creating an Autotask account. Magic-link authentication removes passwords entirely — a secure link arrives by email or SMS and signs them straight in.
- Submit tickets, track status, read notes in real time
- Hardware & software request catalogue with configurable pricing
- Knowledge base articles and ISMS policy library
Technicians sign in with their existing Autotask credentials on both web and mobile. Every ticket they touch in Autotask appears instantly in the client portal — no duplicate data entry, no sync lag.
- Autotask-authenticated mobile app (Expo / React Native)
- Push-to-client note posting with real-name attribution
- Configurable ticket form fields per deployment
A built-in ISMS policy library gives clients direct access to their compliance documents. Each document renders live in-browser and can be exported with the MSP's own logo, turning policy review from an email attachment workflow into a self-service experience.
- Rich text editor with full revision history
- Per-document logo upload and branded PDF export
- Role-gated edit access for technicians
The MSP owner dashboard aggregates open-ticket health, per-client breakdowns, technician workloads, and a device gap analysis between NinjaOne and IT Glue — all from a single page, refreshed every 60 seconds.
- Critical / high / overdue ticket counts at a glance
- NinjaOne ↔ IT Glue undocumented-device cross-reference
- Daily new-ticket trend sparkline for workload forecasting
Built on the Stack You Already Trust
Ready to move beyond a generic ticket portal?
Request a Demo