A helpdesk that keeps every client separate.
If you run IT support for several businesses, every client deserves its own identity and service level, without a separate login for each. Solves gives MSPs and small IT teams an email-first support desk: each client is a brand with its own mailbox, first-response and resolution SLA timers with a breaching view, a clear queue and an audit history on every ticket. It is support ticketing done well, not a half-built PSA.
The short answer
Multi-client support, treated as multi-brand
An MSP answers email from many clients, and each client expects to be the only one you are looking after. Solves models that directly: every client is a brand, with its own support address, sender name and signature, and your engineers work all of them from one queue. You get owned tickets, SLAs and an audit trail per client, without paying for monitoring and billing tooling you would only half use.
The structure is deliberately simple. Your MSP is the organisation: the billing and security boundary. Inside it you create one brand per client, and each brand owns one or more mailboxes, the support addresses your clients write to. Tickets, contacts, saved replies and reports all carry their client, so the queue stays readable even when several clients are busy at once, and a reply for one client can never quietly go out under another.
This replaces the usual mess of a shared inbox per client, several logins, and forwarding rules nobody fully trusts. Solves keeps every client in one workspace, gives each its own identity to the customer, and makes the wrong-client mistake structurally hard to make.
Solves is email-first ticketing, not a full PSA or RMM
Solves handles client support email: owned tickets, assignment, SLAs, saved replies, multi-client brands and reporting. It does not do remote monitoring, asset discovery, patching, time tracking, contract billing or quoting, and there is no automations engine, customer portal, knowledge base or developer API yet. If you run a PSA or RMM, Solves sits alongside it as the place support email is triaged and answered.
What you get
Built for supporting many clients well
A brand per client
Each client gets its own support address, from-name and signature, so replies go out looking like that client's own support desk, never a generic MSP mailbox.
One queue, every client
Every open ticket across the clients you can access, in one list, with a client badge on each row and filters for client, mailbox, assignee, state and priority.
SLA timers
First-response and resolution timers, with per-brand or organisation targets, and a Breaching SLA view that shows what is close to target.
Wrong-client send guard
The composer is locked to the ticket's brand and mailbox, so an engineer cannot reply to one client under another client's name by accident.
Per-client access
Decide which clients each engineer can see and whether they can reply, add notes only, or manage that client, using simple role presets.
Audit history per ticket
A metadata-only record of who was assigned, what state changed and when, so you can show a client how their support was handled without exposing message content.
How it works
Add a client, connect its mailbox, work one queue
Set up each client as a brand
Add a brand per client: its name, colour, default from-name and signature. Clients share your workspace but stay separate to the customer and to each other.
Connect the client mailbox
Give each client its support address and run the guided, forwarding-first mailbox checks with copyable DNS. Live sending for a client stays blocked until its checks pass or a recorded founder override is in place.
Triage and resolve in one queue
Tickets arrive tagged to their client. Use saved queue views for New, Unassigned, Waiting and Breaching SLA, assign work, reply with the correct identity, and keep private notes for the team.
In practice
What MSP support looks like day to day
Picture a small MSP supporting a law firm, a design studio and a wholesaler, each writing to its own support address. In Solves those are three brands in one queue: a password reset for the law firm, a mailbox question for the studio and a slow-VPN report for the wholesaler sit together, each badged to its client and answerable with the right signature. No engineer signs in and out of three helpdesks to get through a Monday morning.
Service levels you can actually hold yourself to
SLAs are the heart of an MSP contract, so Solves takes them seriously without overpromising. First-response and resolution timers run against per-brand or organisation targets in minutes, so you can hold yourself to a clear response and resolution standard. The Breaching SLA view and the ageing and first-response reports show where you stand per client when a quarterly review asks how support performed.
An audit trail when a client asks what happened
Every ticket carries a metadata-only history: who was assigned, what state it moved through, and when it was answered and resolved. That is enough to show a client their support was not dropped, while message bodies, addresses and payloads stay out of the logs. Content is encrypted at rest with per-organisation keys, and access is limited to authorised team members.
Honest comparison
Solves vs a full PSA for client support email
Where an email-first desk helps a small MSP, and where a PSA or RMM is still the right tool.
| Solves | Full PSA / RMM | |
|---|---|---|
| Multi-client support email | One queue, a brand per client, brand-locked sending | Usually present, heavier to run |
| SLA timers | First-response and resolution targets, per-brand, with a breaching view | Usually present, varies |
| How you pay | GBP team bands, no per-seat penalty | Often per technician |
| Asset monitoring and patching | Not included | Core to an RMM |
| Time tracking and contract billing | Not included | Core to a PSA |
| Automations and routing engine | Not built yet | Often included |
Competitor facts last verified 13 June 2026. Re-check the vendor's current plans before deciding.
Solves does not claim parity with a full PSA or RMM. If you need asset management, patching or time billing, keep those tools and use Solves for client support email.
FAQ
MSP helpdesk questions
What is an MSP for Microsoft?
An MSP for Microsoft is a managed service provider that looks after a client's Microsoft 365 and related services, including email, Teams, SharePoint, licensing and security, and is the customer's first point of contact for problems. Solves does not replace Microsoft tooling: it gives the MSP an email-first support desk so the questions that arrive at support@ become owned, timed tickets for the right client.
What is an MSP in the UK?
In the UK, an MSP is a managed service provider: a company that delivers and supports IT services for other businesses on an ongoing basis, often under a monthly contract with an agreed service level. Solves is built UK-first, so it provides first-response and resolution SLA timers with a breaching view that surfaces overdue tickets, and pricing is in GBP excluding VAT.
What is an MSP service provider?
MSP service provider is the long form of MSP, which already stands for managed service provider. It means a firm that manages a defined set of services for a client on an ongoing basis rather than on a one-off project. For one running support over email, Solves turns several client inboxes into one owned queue, each client kept separate as its own brand, with SLAs and an audit history per ticket.
Can I keep each client's support separate?
Yes. Each client is set up as a brand with its own support address, sender name and signature, and the reply composer is locked to the ticket's brand and mailbox, so a reply for one client cannot go out under another client's name. A contact's history is grouped by client, and team permissions decide which clients each engineer can see and whether they can reply, add notes only, or manage that client.
Does Solves replace my PSA or RMM?
No, and it does not try to. Solves is email-first support ticketing: owned tickets, assignment, SLAs, saved replies, multi-client brands and reporting. It does not do remote monitoring, asset discovery, patching, time tracking, contract billing or quoting. If you run a full PSA or RMM, Solves sits alongside it as the place client support email is triaged and answered.
How do SLAs work for MSP support?
Solves runs first-response and resolution SLA timers, with per-brand or organisation targets in minutes. A Breaching SLA queue view shows what is close to or past target, and ageing reports show how long work has sat, so an MSP can hold itself to its own response and resolution targets per client.
Give every client its own support desk
Let us help you set up your clients, mailboxes and service levels, or see the GBP team bands first.