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Solutions Service desk for MSPs

One service desk, many clients.

MSP work is the same loop for every client: requests in, SLAs tracked, work done, hours billed. Pinboard runs that loop per client, in one workspace.

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The brief

What a normal week sounds like.

Managed service providers get squeezed from both ends: enterprise service suites price per agent like you're a Fortune 500 help desk, while lightweight ticket tools fall over the moment you need SLAs, routing, and per-client billing. Pinboard sits deliberately in between — real service-desk mechanics, per-client project scoping, and time tracking that turns into billing reports, at a price a small MSP can defend.

  1. Who's got the server ticket?

    Separate tools per function mean the ticket, the fix, and the billable hours live in three systems.

  2. The client says it's urgent. They always say urgent.

    Without SLAs and priority queues, triage is a judgment call made over and over, by hand, every day.

  3. Was that covered under the contract?

    Contract work and billable extras blur together when time isn't tracked where the ticket lives.

The route

Station by station.

A service desk built for running many clients.

01 · Queues

SLAs, priorities, and routing per client

Tickets carry SLA targets, priorities, categories, and assignment groups. Scope work per client project, so every client gets a queue and nobody's requests get lost in someone else's.

  • SLA trackingResponse and resolution targets that surface before they're breached.
  • Assignment groupsNetwork issues to the network person, billing questions to the office.
  • Per-client scopingEach client's tickets, docs, and hours in their own project.

02 · Automation

Let flows do the triage

Automations assign, categorize, update statuses, and notify — the repetitive half of desk work — so humans handle the judgment calls.

  • Auto-assignmentRoute by category, priority, or client without a dispatcher.
  • Status and notification flowsClients hear about progress without an engineer writing update emails.

03 · Billing

Hours tracked on the ticket, billed to the client

Time entries attach to tickets and board items, roll up per client, and land in billing reports — the difference between hours worked and hours invoiced.

  • Per-client billing rollupsMonth-end is a report, not a reconstruction.
  • Billable vs. includedSeparate contract-covered work from billable extras as you log it.

Questions

Good questions, straight answers.

What it costs

Pinboard's published monthly prices are per user: Pinboard $12 (content, wiki and project chat rooms), Pinboard + Meetings $19 (adds hosting group video meetings and screen share), Service Desk $29 on top of a Pinboard seat ($41 together) and CRM $15. Everything is $49 per user per month, with AI as an optional $12 add-on that needs an app seat. Anyone in a workspace that pays can view its content, send direct and group messages, join voice huddles and take 1:1 calls at no charge. Editing needs a seat, and viewers get no editing, export or AI. Review the charges at checkout before subscribing.

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Can we run multiple clients in one workspace?

Yes — that's the model. Each client is a project with its own membership, tickets, docs, and time entries, and cross-project dashboards roll the whole book of business up for you.

Does Pinboard do RMM or network monitoring?

No — Pinboard is the service desk, project, and billing layer, not an RMM. Monitoring alerts can create tickets through the open API, and your technicians work them in Pinboard.

What does Pinboard cost?

Early access requires a paid subscription. Billing starts at checkout; there is no free plan or free trial. Pinboard's published monthly prices are per user: Pinboard $12 (content, wiki and project chat rooms), Pinboard + Meetings $19 (adds hosting group video meetings and screen share), Service Desk $29 on top of a Pinboard seat ($41 together) and CRM $15. Everything is $49 per user per month, with AI as an optional $12 add-on that needs an app seat. Anyone in a workspace that pays can view its content, send direct and group messages, join voice huddles and take 1:1 calls at no charge. Editing needs a seat, and viewers get no editing, export or AI. Review the charges at checkout before subscribing. See the pricing page for billing details.

Can I use my own AI assistant with Pinboard?

Connect a compatible AI assistant to Pinboard's hosted MCP server to create board items, query boards, file tickets and log time. Actions use your Pinboard account and permissions; available tools depend on the current server and client support.

Better together

Works with the rest of your work.

Pin up your own blueprint.

Request early access and we’ll email you when your workspace is ready.

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