You depend on this software to run your MSP. So every release gets real notes — what shipped, what changed, what got fixed.
The "link ticket" search on a project was quietly excluding every ticket not already attached to a project — which is exactly the set you want to link. Searching by ticket number or text now surfaces all your unlinked tickets, so pulling helpdesk work into a project takes seconds again.
A customer replying to your quote no longer spawns a support ticket. Replies now thread onto the quote's own Send & Reply History, readable inline, and you can reply back from the quote itself — keeping the whole sales conversation in one place. For the rare reply that really is a support matter, a one-click Escalate turns the conversation into a ticket with full context carried across.
Quotes now track two distinct signals: the email being opened and the quote actually being viewed online. A "who opened it?" breakdown groups opens by device and network — so you can tell the decision-maker on an iPhone from a mail scanner — and the whole history renders as a clean, plain-English timeline with relative timestamps.
"How profitable is this client?" now has a one-page answer. Each company gets a Financials tab with recurring revenue, total revenue, labour cost, gross profit and margin, a recurring-vs-one-off revenue mix, per-contract profitability with overage flags, and a 12-month revenue-versus-cost trend. Visible to managers only — techs never see the money.
A complete Projects module for onboardings, migrations, rollouts and office moves. Phases hold ordered tasks with assignees, estimates, dependencies and drag-to-reorder; any task converts to a full ticket and links back. Reusable templates (four MSP starters included) spin up a project in seconds, an approved quote becomes a project in one click, milestones invoice straight to your accounting system, and customer-approved change requests apply cost and schedule changes automatically. A portfolio dashboard rolls it all up with RAG health, budget burn and tech workload.
Every project gets a read-only, login-free status page a client can bookmark: overall progress, phases, task checklists and key milestones — with your internal data, rates and billing amounts kept out of view. A per-client hub link lists all of their projects in one place, and you can email the status link to the project sponsor in one click.
Projects now show true cost, not just sell value. Labour at each tech's cost rate, logged expenses, and hardware from linked tickets roll into a cost-and-margin card with margin in dollars and percent — and hardware from the originating quote seeds project expenses automatically. Staff-only, never exposed to the client.
A full security pass across the platform: sign-in is now invite-only (add technicians in Settings → Users before they first log in), authorization is enforced on every action and API route, integration credentials are encrypted at rest, public signing and portal links expire after 30 days with a friendly renewal message, and public endpoints are rate-limited. Client-facing pages also now always render in a clean light theme regardless of the visitor's device settings.
A new Time Review page gives managers a pre-billing gate: see every logged entry with tech, client, work type, and rate, then approve or reject individually or in bulk — with sortable, filterable, resizable columns and a running total of what's selected. Rejected time can never reach an invoice, so the monthly run starts clean.
Business registrations, agreements, licences, site photos — drag and drop them onto a company's new Documents card. Each file records who uploaded it and when, previews inline for PDFs and images, and is stored privately so only your signed-in team can access it.
Opening a ticket used to silently start a running timer — logging billable time on tickets a tech was only reading. Now the timer never starts on its own: instead, the Start form opens pre-filled with the right work type from the ticket's contract (managed-service tickets get the MSA type, everything else gets remote support), and the tech just presses Start. Accurate time, zero accidental billing.
For the everyday "can we book a time?" case: a new Scheduled status pauses the SLA clock, is set automatically when a meeting is booked on the ticket, and returns the ticket to the active queue on the day of the appointment. Any status can now be marked as SLA-holding in Settings, so parked tickets never show as falsely overdue.