PSA Overview
The PSA (Professional Services Automation) module in Ascent provides comprehensive tools for managing service delivery, including ticket management, scheduling, time tracking, and project management.
PSA Modules
Tickets
The core of your helpdesk—manage support requests, track issues, and communicate with clients.
Schedule
Plan and manage appointments, on-site visits, and team calendars.
Time Tracking
Track billable and non-billable time spent on tickets, projects, and other activities.
Learn more about Time Tracking →
Projects
Manage larger initiatives with tasks, milestones, and team collaboration.
Quick Actions
Common PSA actions:
- Create Ticket - Log a new support request
- Log Time - Record time spent on work
- Schedule Event - Add appointments to the calendar
- Create Project - Start a new project
Integration with Other Modules
PSA integrates with:
- CRM - View client information from tickets
- Assets - Link tickets to specific assets
- Billing - Convert time entries to invoices
- Analytics - Track SLA compliance and performance
Workflow Overview
Client Request → Ticket Created → Work Performed → Time Logged → Invoice Generated
Best Practices
- Respond quickly - Acknowledge tickets promptly
- Track time accurately - Log time as you work
- Update statuses - Keep ticket statuses current
- Communicate - Keep clients informed of progress
- Document solutions - Record how issues were resolved