Put the right work in view.
Triage by queue, priority, status and assignee. Reassign work, track progress and connect related tickets so the next action has a clear owner.
Ticket workflow guide Explore the platformResolve with context.
CINCH DESK · SERVICE DELIVERY
Resolve with context.
Deliver with confidence.
Every ticket is a customer counting on you. Cinch connects support work, monitored devices, customer knowledge and team coordination so MSPs and CSPs can keep service moving from the first alert to the final resolution.
THE SINGLE SOURCE OF TRUTH
A shared workspace.
A connected service team.
Give technicians the information to act, customers a clearer conversation and service leaders a better view of the work.
AI-assisted repliesCustomer contextTeam coordination
Built by an MSP. Designed for the MSP.TURN ATTENTION INTO ACTION
A clearer path from issue to resolution.
Focus the team, preserve the context and make the work visible.
Spend less time shaping the reply.
Where enabled, Luca drafts from ticket context and polishes your wording. Your technician reviews the message, chooses recipients and sends it through the normal workflow.
AI reply guideBuild on what your team already knows.
When similar-ticket search is enabled, find relevant closed tickets and their written resolutions. Keep internal notes and customer knowledge close to the issue you are solving.
Resolution search guideStart troubleshooting with the device story.
Review N-able-synced endpoints, active alerts, installed applications and performance. Raise a ticket from the device or alert with that device already linked.
Device management guideBring emerging issues into the service workflow.
Monitor website and service availability with email alerts. Health Checks tracks Veeam configuration-backup notifications and opens tickets for failures or missed check-ins under its monitoring rules.
Health Checks guideMake the plan and approval visible.
Document risk, affected services, maintenance windows and backout plans inside the ticket. Route changes through peer, internal and customer approvals as required.
Change approval guideKeep the next technician in the loop.
Flag tickets and handoff notes on the Message Board. Use Shift Status to see today’s attendance and current team availability before coordinating the next step.
Handoff guidePlan coverage around the work.
Bring engineering shifts, team schedules and patch windows into view. Patch Operations connects scheduled maintenance to linked tickets so the plan stays connected to execution.
Patch scheduling guideShow the effort behind the outcome.
Break larger tickets into owned tasks and record billable or non-billable time with a timer or manual entry. Use dashboard summaries and saved reports to review the work.
Tasks and time guideCUSTOMER CONTEXT, CLOSE TO THE WORK
Less searching.
More time solving.
Keep the conversation, internal notes, tasks, logged time and approvals in the ticket workspace. Connect that work to the customer’s devices and Workbooks so the next technician can pick up with context.
AI assistance. Technician judgment.
Luca helps with the first draft. Your team stays in control of the customer message and the resolution.
THE WORKSPACE BEHIND THE SERVICE
Built for the whole service day.
One connected platform for the modules your team uses to support customers and coordinate delivery.
Service workspace
Dashboard · Tickets · Tickets Archive
Read the service picture, work the queue and retain a place for past support records.
Customer knowledge
Devices · Workbooks · Operations Library
Bring monitored endpoints, customer documentation and operational knowledge into the support conversation.
Monitoring & continuity
Uptime Monitor · Health Checks · Message Board · Toasts
Keep monitoring and team communication within reach of the service workspace.
Team operations
Shift Status · Engineering Calendar · Patch Operations
Coordinate coverage, handoffs and scheduled maintenance alongside the support work.
Leadership & effort
Reports · Tier 1 Calendar · Tier 2 Calendar · Team Calendar · Management Calendar · Time Entry
Keep team schedules, recorded effort and report documents visible for service coordination.
IN PRACTICE
Built for the way MSP teams work.
How does Cinch help a technician get up to speed?
The ticket brings conversations, notes, tasks and time together. Linked devices add technical context, Workbooks holds customer knowledge, and similar-ticket search can surface useful written resolutions when enabled.
Does AI automatically send replies or resolve tickets?
The documented reply tools draft and polish text. Technicians review the content and send the message themselves. AI assistance supports the work; your team owns the outcome.
What do Health Checks monitor today?
Health Checks currently watches Veeam configuration-backup notification emails. Failure notifications and missed check-ins can create tickets, with checks to avoid opening duplicates. Uptime Monitor separately checks website and service availability.
How does Patch Operations connect to Desk?
Patch Operations brings patch and upgrade schedules together with linked tickets. Schedule customer maintenance windows, coordinate recurring work and keep the service team’s plan connected to the ticket queue.
BUILT BY AN MSP. DESIGNED FOR THE MSP.
Better context.
Stronger service delivery.
See how Cinch brings your help desk, customer knowledge and team operations together.