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Approved by your team. Authorised by your client.

An MSP answers to two sides at once. Your leads need to know what engineers promise clients, and your clients need to know nobody gets admin rights or a new licence without their say-so. Unify Desk puts both approvals on the same ticket.

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  • Internal approval
  • Client approval
  • Every client kept apart

Why is Unify Desk a good help desk for MSPs?

Unify Desk gives managed service providers two layers of approval on one ticket. Client approval lets a nominated person at each client authorise requests - new users, access changes, purchases, out-of-hours work - before engineers start. Internal approval holds replies that match your rules, such as quotes, change plans or anything from a new engineer, until a lead signs them off. Each client is its own organisation with its own SLA, portal and approvers, and every decision on both sides is recorded.

  • Client approvers nominated per client organisation.
  • Internal approval rules on engineer, client, category and keywords.
  • Client approvers work from the portal - no licence needed.
  • Every approval records who, when and what was approved.
  • SLA per contract, with each client on its own calendar.
  • No ticket, merge or approval ever crosses two clients.
How it works

One request, two signatures

  1. 01

    The client's user asks

    "Please give Priya admin access to the finance share." It arrives by email or portal and lands with the right client automatically.

  2. 02

    The client authorises

    The client's nominated approver sees the request in the portal and approves or declines it. Engineers do not start until they do.

  3. 03

    Your engineer does the work

    The ticket moves to the team that looks after that client, with the authorisation attached for anyone who asks later.

  4. 04

    Your lead signs the reply

    If the reply matches an internal rule - a quote, a change plan, a junior engineer - a lead approves it before the client sees it.

In detail

Both sides of the approval, in detail

Client approval: the client stays in control

Your contract usually says some changes need the client's authorisation. Writing that down in a ticket is better than finding it in somebody's inbox.

  • Nominate one or more approvers for each client organisation.
  • Decide which request categories need client authorisation: new starters, leavers, access, purchases, out-of-hours work.
  • Approvers approve or decline in the portal, signing in with an emailed link, Google or Microsoft.
  • A declined request is closed with the approver's reason, so the requester knows why.
  • The authorisation stays on the ticket for the monthly service review or the next audit.

Typical starting set: access and permission changes, anything chargeable, and work outside contracted hours.

Internal approval: your name on every reply

A client reads your engineer's email as a promise from your company. Internal approval makes sure the promises are ones you meant to make.

  • Rules decide which replies wait: quotes, change plans, outage updates, VIP clients or engineers in their first weeks.
  • Approval chains with ordered steps, quorums and timeouts - account manager, then service lead.
  • No self-approval, and an edit after approval sends the reply back for review.
  • "Request changes" sends a draft back to the engineer with a note.
  • Internal notes and drafts waiting for approval never appear in the client's portal.

Built for a book of clients

Ten clients or two hundred, each one should feel like your only one - and none should ever see another.

  • Each client is an organisation, matched by email domain.
  • SLA policy per contract tier, each on its own business calendar.
  • Routing sends each client to its dedicated team or engineer.
  • Reports by client show SLA attainment and approval turnaround for the service review.
  • Priced per agent: client contacts, portal users and approvers are always free.

Read next

IT Services & MSPs

Client organisations kept apart, SLAs per contract, and a portal for each client's team.

Reply Approval

Maker-checker for customer email: the rules decide which replies need a second pair of eyes.

Customer Portal

Customers sign in to see and reply to their own requests - never your internal notes.

Contacts & Organisations

Know who is writing, which company they belong to, and whether they are a VIP.

SLA Management

Response and resolution targets on real business hours, with escalation that fires once.

B2B Account Support

Organisations, VIP accounts and a portal where a client's whole team can follow a case.
Frequently asked

Questions people ask before they start

Internal approval is your own control: a team lead or account manager signs off a reply before it leaves your desk. Client approval is the client's control: a named person at the client organisation authorises a request, such as new access, a purchase or a change, before your engineers act on it.

Whoever the client nominates - usually an office manager, IT lead or finance contact. Approvers are set per client organisation, so one client can route purchases to finance while another sends everything to their operations manager.

No. Client approvers are contacts in the portal, and contacts and portal users are always free. Only your own agents are licensed.

No. A client approver only ever sees requests from their own organisation, and threading or merging never crosses two clients.

Waiting on the customer can pause the clock if your SLA policy says so, because the delay is theirs. Waiting on your own internal approver does not pause it, so slow internal sign-offs show up in reports.

Give every client a say, and every reply a second look.

Start free for 14 days. No credit card and no setup fee - connect a mailbox and answer your first ticket the same afternoon.

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Questions first? Email info@greatdevelopers.com or call +91 8585953085.

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