The One PSA
The One PSA is a professional services automation platform built for managed service providers. It serves as the central operational hub of The One Stack, connecting your service desk, billing, time tracking, and client management into a single workflow.
What PSA Does
| Capability | Description |
|---|---|
| Ticket Management | Create, assign, track, and resolve support tickets from multiple sources — email, portal, phone, or manual entry |
| Service Desk Queues | Organize tickets into team and personal queues with drag-and-drop dispatch boards |
| SLA Tracking | Define response and resolution targets by priority, monitor compliance in real time, and get breach alerts |
| Time Tracking | Log billable and non-billable time with stopwatch timers or manual entry, then push to invoicing |
| Invoice Generation | Generate invoices from time entries, contracts, or manual line items, then sync to Books for GL posting |
| Client Management | Maintain client records with contacts, contracts, assets, SLA overrides, and portal access |
| Automation Rules | Build no-code workflows that auto-assign, escalate, notify, and route tickets based on triggers and conditions |
| Reporting | 30+ built-in report templates plus a custom report builder with scheduled email delivery |
| Field Service | Dispatch technicians with work orders, GPS tracking, route optimization, and mobile check-in |
| Command Center | Unified dashboard aggregating health scores across all products for every client |
Who Uses PSA
- MSP owners — monitor business health, revenue, SLA compliance, and client satisfaction from the Command Center
- Service desk managers — manage queues, assign tickets, track team performance, and configure automation rules
- Technicians — work tickets, log time, update statuses, and collaborate with internal notes
- Finance teams — generate invoices from billable time, manage contracts, and reconcile payments
- Clients — submit tickets, view status, and access invoices through the Portal
How PSA Fits in the Stack
PSA is the anchor product of The One Stack. It connects directly to:
- CRM — client and contact records sync bidirectionally; deals can generate tickets
- Books — billable time and invoices flow to the general ledger for financial reporting
- Portal — clients submit and track tickets, view invoices, and access knowledge base articles
- RMM — device alerts automatically create tickets with full device context
- Defend — security threats escalate to tickets for incident response
- On-Call — tickets can trigger on-call alerts for after-hours escalation
- Projects — link tickets to project milestones; time logged on project tickets flows to project billing
- Voice — inbound calls create tickets with call logs attached
ℹ️
PSA requires a Hub organization. All authentication flows through Hub SSO, and your team members, roles, and permissions are managed in Hub.
Prerequisites
Before using PSA, ensure you have:
- A Hub organization set up with at least one admin user
- Team members invited through Hub with appropriate roles
- Clients added (either directly in PSA or imported from CRM)
Next Steps
- Getting Started — Set up PSA and resolve your first ticket
- Ticket Management — Learn ticket creation, fields, and workflows
- Service Desk Queues — Organize your service desk
- Integrations — Connect PSA to other products in the Stack