Service desk for MSPs
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.
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.
Overheard
Who's got the server ticket?
The client says it's urgent. They always say urgent.
Was that covered under the contract?
Queues
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.
Automation
Automations assign, categorize, update statuses, and notify — the repetitive half of desk work — so humans handle the judgment calls.
Route by category, priority, or client without a dispatcher.
Clients hear about progress without an engineer writing update emails.
Billing
Time entries attach to tickets and tasks, roll up per client, and land in billing reports — the difference between hours worked and hours invoiced.
See it run
Follow one support request through the desk — AI first, human when it matters, and a knowledge base that learns from the save.
They open the chat widget on your site — no account, no form maze.
Instant response, grounded in your knowledge base — with its source attached.
The link 404s for this account — the agent sees it's out of its depth and hands off. Dana claims the chat from the live queue.
One click turns the conversation into a tracked ticket — transcript attached, priority set, clock running.
Dana ships the fix and the assistant drafts a KB article from the resolution, so next time the bot handles it alone.
Pricing
A support-capable seat under planned pricing is $20 per month — Pro ($10 per editor) plus the Service Desk add-on (+$10 per seat). AI is a separate planned add-on, priced flat per seat rather than per resolution. Planned pricing — the whole platform is free while in early access, and early-access teams get notice before anything is ever charged.
Questions
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.
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.
Nothing right now — approved workspaces get the full platform free during early access. Planned pricing is Pro at $10 per editor per month, with Service Desk (+$10), CRM (+$15), and AI (+$12) as optional per-seat add-ons, so you only pay for the apps you switch on.
Yes. Pinboard ships an MCP server with 56 tools, so the assistant you already use — Claude, or any MCP-compatible assistant — can create tasks, log time, file tickets, and query boards directly. There's also an open REST API with token auth.
Early access
Request early access — every app, no credit card, free while in alpha.
Free plan available · No credit card · Free while in early access