Can clients submit tickets via the portal?

Yes. The client portal shares the SPA. Branded per organisation. Invite-based login today; passwordless magic-link in design.

How does email-to-ticket handle threading?

Per-tenant reply addresses route inbound mail to your tenant by subdomain (e.g. support@your-slug.opsmerge.cloud). Once routed, replies thread to the originating ticket via RFC 5322 Message-Id matching against stored comments — survives subject mangling, forwards, and threading-header stripping.

Can I customise statuses?

Yes. Statuses, priorities and the ITIL impact-urgency matrix are per-organisation. The default seed is the standard ITIL shape; the inverted-seed bug from migration 000137 was corrected in 000146.

Do you support recurring tickets?

Not yet. Recurring tickets are on the post-GA backlog with kanban and rules sandbox.

PSA / ticketing

A real PSA. Not a ticket tab inside your RMM.

Statuses, priorities, SLAs, time tracking, email-to-ticket, internal notes, asset linking. The same database that runs your RMM. No sync job, no integration to break.

Apply for closed beta

Full lifecycle
Statuses, priorities, SLAs and routing — per-organisation customisable. ITIL-shaped seed by default.
Time → invoice
Live timer per ticket per technician. Time entries roll up to invoices via contract-line bindings.
Email-to-ticket
Message-Id threaded inbound, per-tenant reply addresses. No Reply-All chaos. Internal notes do not leak to customer threads.

Twelve tickets in the queue, each linked to a live agent row.

Lifecycle

Ticket flow that fits how MSPs actually work.

Sources — manual create, email-to-ticket via per-tenant reply addresses (Message-Id threaded), client portal submission, agent-triggered events
Statuses — fully customisable per organisation; default ITIL-shaped seed
Priorities — ITIL impact × urgency matrix, with operator override
Routing — by client, by board (helpdesk / projects / change), by skill / role
SLAs — per priority and per service-level agreement, with breach alerting

Time & billing

Time tracked at the ticket, billed at the contract.

Live timer per ticket per technician
Time entries roll up to invoices via contract-line bindings
Billable / non-billable toggle
Approval workflow before invoicing

Asset linking

Tickets reference live agent rows. When a ticket opens against an asset, that asset is the live RMM agent — not a stale snapshot. Click through from a ticket to the agent’s current telemetry, services, processes, software inventory.

Pairs well with

Other things in the platform

Quotes

Build, send, accept. Acceptance spawns the invoice, ticket and project in one transaction.

Learn more

Asset management

Your live agent fleet doubles as the billable asset register. No second database.

Learn more

OpsMerge vs HaloPSA

Where each one wins, where each one doesn't.

Common questions

Does the PSA ship on day one of beta?
Yes. Ticket lifecycle, SLAs, time tracking, email-to-ticket, internal notes, asset linking are all live.
Can clients submit tickets via the portal?
Yes. The client portal shares the SPA. Branded per organisation. Invite-based login today; passwordless magic-link in design.
How does email-to-ticket handle threading?
Per-tenant reply addresses route inbound mail to your tenant by subdomain (e.g. [email protected]). Once routed, replies thread to the originating ticket via RFC 5322 Message-Id matching against stored comments — survives subject mangling, forwards, and threading-header stripping.
Can I customise statuses?
Yes. Statuses, priorities and the ITIL impact-urgency matrix are per-organisation. The default seed is the standard ITIL shape; the inverted-seed bug from migration 000137 was corrected in 000146.
Do you support recurring tickets?
Not yet. Recurring tickets are on the post-GA backlog with kanban and rules sandbox.

See ticketing wired to live assets

Apply for closed beta