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MSP

Client isolation

Each client workspace is completely isolated. This means:

  • Agents assigned to Client A cannot see Client B’s tickets, KB articles, or agents.
  • The employee portal URL is unique per client, so submitting on one portal creates tickets only in that workspace.
  • Analytics are scoped per client, so agents only see their own metrics.
  • Knowledge Base articles are scoped, so agents see only their client’s articles.
  • Automations, service catalogue items and assets belong to the client they were created for. A client’s automations only run on its own tickets; ones an MSP Admin creates run on every client’s.

MSP Admin exception

The MSP Admin role can see across all clients. This is the only role with cross-client visibility. Use it only for administrative purposes.