Projects, agile delivery, and service desk. One system.

Implementation projects, agile sprints, and ITSM tickets — SLAs, CSAT, and billing — without a second vendor tax.

app.kestrio.com/it-services-&-msps

Open tickets

SLA met

96%

At risk

CSAT

4.8

#1042VPN drops on client siteCritical18m

#1039Invoice PDF missing logoHigh4h

#1035Sprint board accessMedium1d

#1028Portal invite expiredLow3d

Where it actually helps

Tickets and projects never link to the same account.

Implementation projects and support tickets share the same client record — no re-keying the account twice.

SLA clocks ignore delivery context.

Business-hours SLAs pause, resume, and recompute automatically, on the same calendar as the project plan.

Dev sprints and ticket work sit on separate rate cards.

Sprints and tickets bill from the same rate card as fixed-scope work — one billing model, three delivery shapes.

Support retainers are hard to bill cleanly.

Retainer usage tracks against the period automatically, then flows straight into the invoice.

Questions

Before you ask.

Is this ITSM or PSA — do we need both?

Both, in one tenant. Tickets, SLAs, routing, and CSAT are native modules, not a bolted-on add-on.

Can we route tickets by skill, not just by queue?

Yes — skill and load-aware routing, plus escalations and macros.

Do implementation projects and support share a client portal?

Yes — one portal shows project status, tickets, and CSAT for the same account.

One operating picture across delivery, margin, and capacity.

Plans, agile boards, status, and client visibility without tool-hopping.

Rate cards, invoices, credit notes, and profitability from approved work.