MSP Guide FAQs
What is MSP support?
MSP support allows a single tenant to host multiple Customers, each with isolated users, tickets, teams, and configuration, while giving tenant administrators centralized management across all of them.
Can one MSP tenant manage multiple Customers?
Yes. Any number of Customers can be onboarded under an MSP-enabled tenant.
How is a user associated with a Customer?
Primarily through their email domain. A domain mapped to a specific Customer associates the user with that Customer; a recognized public/consumer domain not mapped to any Customer associates the user with the Default Customer; the tenant's own organizational domain keeps the user at the tenant level.
What happens if a user's domain isn't mapped to any Customer?
If it's a recognized public/consumer domain, the user is placed under the Default Customer and can be reassigned later. If it's the tenant's own organizational domain, the user stays at the tenant level with no Customer association.
Can different Customers have different SLA targets?
Yes. SLA goals can be configured based on a Customer's attributes — for example, a Premium entitlement can carry a faster First Response Time goal than a Standard entitlement.
Can a Customer Executive see tickets from other Customers?
No. A Customer Executive can see all tickets within their own Customer only, not other Customers.
Can an MSP Administrator manage multiple Customers?
Yes. The MSP Administrator (Tenant Admin) has visibility and management access across all Customers in the tenant.
How is Customer data kept separate?
Each Customer has its own users, groups, service teams and queues, attributes, audiences, and audit logs. Ticket and report visibility is also scoped by role, so Customer Users and Customer Executives only see their own Customer's data.
Can a Customer have more than one email domain?
Yes. Multiple domains can be mapped to a single Customer; users from any of those domains are associated with the same Customer.
Which channels support automatic Customer identification for tickets?
Service Portal, Email, Microsoft Teams, and Slack.