SOPIQ Desk · Service delivery

Desk.
The desk that runs
the way an MSP works.

Tickets by email, portal, text, phone, alert or API; the customer thread and your internal notes side by side; targets, queues, dispatch and the reports that prove the service.

Start with SOPIQ Desk $29 per user
SOPIQ® registered trademark
Every module full featured
30 day trial on each module
Microsoft 365, GCC High and Google
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What is in it

Every feature,
no light version.

Tickets, SLAs, queues, dispatch, customer portal, assets, Microsoft 365 actions, alerts from your RMM and EDR, service reports, the move off Autotask.

Tickets

  • Intake by email on your support address, the portal, texts, missed calls, your RMM and EDR alerts, forms and the API
  • Three note kinds: to the customer, shared with the customer's IT, internal only
  • SLA targets per priority with business hours, holidays and pauses on waiting states; warnings and breaches on the minute
  • Queues with suggest, auto-assign and ring modes; eligibility by skill, practice and clearance
  • Merge, link, parent and child, problem and change records, major incidents with a public status page
  • Templates for replies and tickets, bulk actions, saved views, keyboard shortcuts, a wallboard
  • AI triage, guidance with scripts, summaries and reply drafts, translation for customers in another language
  • The order of work: bands set by the manager (critical, executives, important, the rest) so every technician works the same list
  • Help between technicians with optional manager approval, stuck-ticket review by technician

Customers and the portal

  • A portal for every customer: one-time code sign-in, or Sign in with Microsoft or Google; no passwords
  • Levels for requesters, approvers, watchers, the customer's own IT (co-managed technicians who work tickets with you) and auditors
  • Request catalogue from forms, authorisation of billable work, procurement with the purchase record and serials
  • Knowledge base with public, customer-IT and internal articles, suggested on tickets and on the portal
  • Environments per customer (commercial, enclave) with the rules that keep CUI work with cleared people
  • Notification routing per customer: who hears about requests, alerts, enclave work and reports

Microsoft 365 and Google actions

  • Connect a customer's tenant once (commercial or GCC High) and act from the ticket: reset password, unlock, disable and sign out, reset MFA, licences, security check
  • Onboarding and offboarding that run themselves: create the user, licence, groups, manager, welcome mail, disable on the last day, remove licences after thirty days
  • Every action logged with the technician, the tenant and the user touched

Assets and alerts

  • One asset list per customer from your RMM, backup and network pulls, procurement serials and the collector; edits kept through pulls
  • The device on the ticket, devices with the most trouble, the asset lifecycle
  • Alerts from Datto RMM, BCDR and Network Manager, Datto EDR, RocketCyber, Huntress, SentinelOne, Microsoft Defender, any JSON webhook or alert mailbox
  • De-duplication, clear-on-its-own, silent background tickets, storm correlation into one incident

Reports and the move

  • Monthly and quarterly service reports to the customer with an AI "what we did for you", the QBR pack, lead technician digests
  • A library of desk reports, CSAT, quality review, trends with targets, audit export for the evidence trail
  • Move from Autotask: repeatable pulls with a mapping you correct, statuses kept as the customer sees them, a test period where nothing reaches customers, then cutover
$29 per user, annual commitment billed monthly; month to month available; two months free paid up front. Added to an Asteroniq account per user; the first thirty days are free. The first thirty days of the module are free.
Works with

The rest of the platform
is one click away.

Project management

SOPIQ Chart

Plans, people and time, with the project page the customer sees.

Explore SOPIQ Chart →

Start with SOPIQ Desk.
Thirty days, no charge.

Tell us who you are and we set the account up within one business day.

Start with SOPIQ Desk See the pricing