Tool categories in an MSP ticketing stack

The four tool types that make up most MSP operations must all be integrated with the PSA software and RMM tools.

PSA: the actual ticketing system

The MSP's system of record is PSA platforms. ConnectWise Manage, Syncro, HaloPSA, Autotask (now a part of Datto/Kaseya), and SuperOps. Client records, contracts, time tracking, the master ticket queue, and (in most platforms) billing logic are all stored in the PSA. The PSA is nearly usually referred to as "our ticketing system" by MSP personnel.

The goal of contemporary PSAs is to serve as the integrating center. For connector apps to RMM, billing, documentation, and helpdesk tools, they offer webhooks, APIs, and (in certain situations) native marketplaces.

Also Read: What is honeypotting?