PSA Overview

The PSA (Professional Services Automation) area is the core of your service delivery in Ascent. It brings together help desk tickets, scheduling, on-call coverage, time tracking, projects, and reusable checklists so your team can take in work, do it, and account for it in one place.

Overview

The PSA section lets you:

• Manage support Tickets with priorities, configurable statuses, categories, assignees, and a Kanban or list view
• Plan availability with the Schedule (calendar, holidays and closures, time off, team availability, and your personal schedule)
• Run On-Call rotations, escalation policies, and alert handling
• Review Time Tracking analytics and team utilization
• Track larger client initiatives with Projects (tasks, linked tickets, and budgets)
• Standardize repeatable procedures with Checklists
• Stay on top of work assigned to you in My Tasks

Navigate to the PSA section

The PSA group in the left sidebar contains:

Item	Path	What it covers
Tickets	/tickets	Support requests and help desk work
Dispatch	/dispatch	Scheduling and assigning work to technicians
Time Tracking	/time	Time tracking analytics and utilization
Projects	/projects	Multi-task client projects with budgets
Checklists	/checklists	Reusable, trackable procedures
My Tasks	/checklists/my-tasks	Checklist items assigned to you

The team scheduling surfaces — Schedule, Time Off, On-Call, and Holidays & Closures — now live together in the Team Management group of the sidebar rather than under PSA. See Schedule and On-Call for those tools.

Modules

Tickets

The help desk core. Tickets carry a number, subject, priority (Low, Medium, High, Critical), a configurable status, an optional category, the client and contact, and an assignee. You can view tickets as a list or a Kanban board, filter by priority, open/closed state, client, assignee, status, and category, and act on several tickets at once with bulk status, priority, assignee, and category updates or by merging duplicates. Tickets can originate manually or from email, the client portal, Level RMM alerts, the API, or recurring schedules.

See Tickets for full details.

Schedule

A tabbed view for planning your team's availability. Tabs include Calendar, Time Off, Team Availability, and My Schedule (your work hours, timezone, and work days). Org-wide Holidays & Closures are configured separately under Settings → Organization → Holidays & Closures.

See Schedule for full details.

On-Call

On-call management built around rotations (the repeating base schedule), overrides (one-time swaps between members), and exceptions (ad-hoc coverage). The section is organized into Overview, Rotations, Escalation, Alert History, Holidays & Closures, and Activity (an audit trail of on-call changes). On-call settings under /settings/on-call redirect here.

Time Tracking

Time is logged against tickets as you work. The Time Tracking page is a reporting view showing total hours, billable hours, billable rate, billable value, and breakdowns of time by user, client, and category over a selected period.

See Time Tracking for full details.

Projects

Manage larger client engagements made up of multiple tasks and linked tickets. Each project has a status (Not Started, In Progress, On Hold, Completed, Cancelled), an optional manager, start and due dates, and an optional budget in hours and/or amount.

See Projects and Tasks for full details.

Checklists

Reusable, trackable procedures for repeatable work such as onboarding, offboarding, setup, decommission, and security reviews. Start a checklist from a template or blank, track item-by-item progress, and attach a checklist to a ticket, asset, contact, or client. Checklist statuses are In Progress, Completed, and Archived.

My Tasks

A focused list of checklist items assigned to you across every checklist. Filter by due date (All, Due today, Due this week, Overdue) and check off items as you finish them.

How PSA connects to other modules

• CRM — every ticket, project, and checklist can be tied to a client and contact.
• Assets — tickets and checklists can be linked to specific assets.
• Billing — billable time logged on tickets feeds your invoicing (billing features require the usage-based-billing license).
• Analytics & Reports — ticket, SLA, time, and client-health data surface in the Analytics and Reports sections (these require the reports.read permission).

Best Practices

1. Triage promptly — set priority and assignee so tickets land with the right person.
2. Track time as you work — log time on tickets so utilization and billing stay accurate.
3. Keep statuses current — use the Kanban board or bulk actions to keep ticket and project states up to date.
4. Standardize repeatable work — build checklist templates for onboarding, offboarding, and security reviews.
5. Plan coverage ahead — keep on-call rotations and holidays current so escalation works when it matters.