Client Management

Client records in PSA are the central reference for everything related to a customer — their contacts, contracts, tickets, assets, billing, and service history. PSA clients sync with CRM contacts to keep data consistent across the Stack.

Client Record

Each client record contains:

Section	What it includes
Company info	Company name, address, phone, website, industry, employee count
Contacts	People at the client organization (names, emails, phone numbers, roles)
Contracts	Active service contracts, billing agreements, renewal dates
Tickets	All tickets associated with this client (open, resolved, closed)
Assets	Devices, servers, and infrastructure managed for this client (synced from RMM/CMDB)
Time entries	All time logged for this client across tickets and projects
Invoices	Invoice history, outstanding balances, payment records
SLA	Client-specific SLA policy overrides
Portal access	Which contacts have Portal login credentials
Notes	Internal notes and documentation about the client

Service Contracts and Billing Agreements

Contracts define the ongoing service relationship:

1. Go to the client record → Contracts tab
2. Click + New Contract
3. Configure:
   • Contract type (managed services, break-fix, retainer, per-device)
   • Start and end dates
   • Auto-renewal settings
   • Billing frequency (monthly, quarterly, annually)
   • Covered services and line items
   • Billing rates and caps

Contracts drive automated invoicing — PSA generates invoices based on contract terms during billing runs.

The Renewal Dashboard (Finance → Renewal Dashboard) shows upcoming contract renewals so you can proactively engage clients before contracts expire.

Client Onboarding Checklist

When adding a new client, follow the onboarding workflow:

1. Create the client record — company info and primary contact
2. Add contacts — all people who will submit tickets or receive notifications
3. Set up a contract — define billing terms and covered services
4. Assign an SLA policy — choose default or client-specific SLA
5. Configure Portal access — enable client contacts to log in and submit tickets
6. Link assets — import or sync devices from RMM
7. Set notification preferences — which contacts get ticket updates, invoice notifications, etc.

💡

If you use CRM, create clients there first. CRM records sync to PSA automatically, so you don't need to enter company and contact information twice.

Client Portal Access

Enable clients to self-serve through Portal:

1. Open the client record → Portal Access tab
2. Select which contacts should have Portal login
3. Click Send Invitation — the contact receives an email to set up their Portal account
4. In Portal, clients can:
   • Submit new tickets
   • View and comment on their open tickets
   • Access invoices and payment history
   • Browse knowledge base articles

Configure what clients can see and do in Portal at Admin → Portal Settings.

Client-Specific Settings

Override default behavior for individual clients:

Setting	What you can customize
SLA policy	Assign a premium SLA or custom response/resolution targets
Ticket categories	Limit which ticket types the client can select in Portal
Notification rules	Configure which events trigger client notifications
Billing rates	Override default hourly rates for this client
Auto-assignment	Route this client's tickets to a specific queue or technician
Business hours	Set client-specific support hours (e.g., 24/7 for premium clients)

CRM Sync

PSA and CRM keep client data in sync:

• New client in CRM → automatically appears in PSA
• Contact updates in CRM → reflected in PSA (and vice versa)
• Deal closed in CRM → can auto-create a service contract in PSA
• Client health score → aggregated from PSA ticket data, CRM engagement, and financial data

ℹ️

CRM is the primary source of truth for client company and contact information. Edits made in PSA sync back to CRM, but if there's a conflict, CRM data takes precedence.

Client Health Score (Command Center)

The Command Center calculates a health score (0–100) for each client based on:

Component	Weight	What it measures
Service	25%	Open ticket count, SLA compliance, resolution time
Endpoints	20%	Device health, patch compliance (from RMM)
Security	20%	Threat detections, vulnerability status (from Defend)
Backups	15%	Backup success rate, last successful backup age
Financial	10%	Payment timeliness, outstanding balance
Engagement	5%	Portal usage, communication frequency
Communications	5%	Email deliverability, response rates

Access client health scores from Command Center or the Client 360 View (/dashboard/client/:clientId).

Next Steps

• Getting Started — Add your first client during setup
• Invoice Generation — Bill clients based on contracts and time entries
• SLA Tracking — Configure client-specific SLA policies
• Integrations — CRM sync, Portal access, and RMM asset linking