IT help desk software for IT service providers
You look after other companies' laptops, servers, printers and networks. Ellibo Helpdesk keeps each client's tickets under their AMC contract, counts the hours you spend, and turns time over the allowance into an invoice.
Free for 3 agents, for as long as you like. Works on any device.
| Remote fix: mail sync on 6 laptopsInside AMC allowance | 1.5 h | $0 |
| On-site visit: switch replacedOver allowance | 2 h | $3,000 |
| 24-port network switch | 1 | $9,800 |
| Cabling and patch cords | 1 | $1,450 |
Running IT support for many clients at once
Every client thinks they are your only client. These are the gaps that cost an IT service provider time and money.
Hours worked are never billed
An engineer spends forty minutes fixing a printer, nobody writes it down, and the quarter ends with the AMC quietly over-used.
Log time on each ticket. Billable time goes straight onto an invoice at your hourly rate, and contracts show tickets and hours used against the allowance.
Every client is promised something different
A hospital client pays for a two-hour response, a shop for next-day, and the team treats them all the same.
Support plans give each client their own reply and resolve times. The SLA clock counts your business hours and warns before a promise is missed.
Remote fixes and site visits are tracked apart
The phone desk has its tickets, the field engineers have their WhatsApp group, and the two never match up.
When a ticket needs hands on site, make a service job for Field Service. The client's equipment and past visits show beside the ticket.
Client staff email anyone they know
Users at a client write to the engineer they met last time, who is on leave, and the ticket waits a week.
Every message goes to your support address, web form or help centre. Assignment rules share tickets by skill or workload, so leave never stalls a fix.
A managed IT ticket, from report to invoice
- A client user reports it
Email, the help centre or a call - the ticket is matched to the client and their AMC plan.
- The right engineer takes it
Assignment by skill sends network faults to the network team, and the SLA clock starts.
- Fixed remotely or on site
Log the time, or make a service job when an engineer needs to visit.
- Hours checked, extras billed
Time inside the allowance stays free; parts and extra hours go on an invoice from the ticket.
Helpdesk features for managed IT services
AMC contracts
Give each client a support plan for a period, with its SLA and an allowance of tickets or hours.
Time on every ticket
Record time spent, mark it billable, and invoice it at your hourly rate.
Assignment by skill
Send server, network and desktop tickets to the people who know them (Business).
On-site visits
Turn a ticket into a Field Service job, with the client's equipment on record.
Client sign-in to the help centre
Client users sign in to follow their own tickets and read your how-to articles.
API and webhooks
Create tickets from your monitoring tools through the API, and send ticket events onward.
Up and running before the next outage
- Set your hourly rate under Time & billing.
- Create AMC plans, such as Silver and Gold, with their hours and response times.
- Add each client and give them a contract for the year.
- Create teams for desktop, network and servers, with assignment rules.
- Point client users to your help centre, and add how-to articles for common fixes.
Add more Ellibo apps when you need them
One account, the same customers, items and team in every app.
Field ServiceSend an engineer on site, with the client's equipment and history. TimesheetsSee every engineer's hours across tickets and jobs. SubscriptionsBill the yearly AMC fee as a recurring plan.Helpdesk for IT service providers: FAQ
How is this different from a help desk for a software company?
Here you support other businesses' IT, not your own product. The focus is contracts with an allowance of hours, time logged on each ticket, site visits and invoicing the extras.
Can we track hours used against an AMC?
Yes. Support plans carry an allowance, and each contract shows the tickets and hours used so far against it.
Can we bill extra hours and parts from the ticket?
Yes. Billable time on the ticket can go straight onto an invoice at your hourly rate, alongside parts or services, with your usual VAT or sales tax. Send a pay link with it.
Can engineers visit the client's site?
Yes, with Ellibo Field Service. Make a service job from the ticket, and the client's equipment, contracts and past jobs show on the ticket.
Can our monitoring tools open tickets?
On Business, use the API to create tickets from your own tools, and webhooks to send ticket events out.
Can client users see only their own tickets?
Yes. They sign in to your help centre with an emailed link or a password, and follow and reply to their own requests. Business adds single sign-on from your own website.
Is there a free plan?
Yes. Helpdesk is free for up to 3 agents. Contracts, time billing and service jobs come with the paid plans, and the 14-day trial has every feature.
Helpdesk for other businesses
More Ellibo apps for software & IT
Every client looked after, every hour accounted for
Free for 3 agents, for as long as you like. Add more apps whenever you are ready.