How an MSP actually runs on ezCyber. A moment, the steps, the payoff, and the pages behind each click.
When you decide who gets to see a shared credential
The client vault: passwords and secrets clients can see, and ones they cannotBluebird Dental's Password Vault holds three kinds of credential, and each one gets a different answer to who can see it. MSP Only keeps a credential for your own techs alone, Visible to all client users hands it to the whole company, and Visible to specific users names one person instead of either extreme. The same three controls decide what shows up in a client's own Password Vault the moment they sign in.
When the change was not a person
Every automated change names what caused itA ticket moves to a tech nobody picked. An invoice goes overdue at eight in the morning. A reason for each of those exists, and the question is whether it lives on the record or in somebody's head. This guide walks the same mechanism across four record types on one instance: a ticket, an invoice, an assistant action, and the ledger the engine keeps.
First week with a new client
First week with a new client: onboard without the spreadsheetA new client just said yes, and the spreadsheet everybody used to track onboarding by hand is not what makes this one stick. One client record carries the whole first week: day one creates the client, its board and pod, and a real contact with portal access; day two starts the onboarding checklist and points a dedicated tech at the account; day three puts them on a plan and shows exactly what will and will not bill on its own; day four confirms what they will actually see once they sign in themselves; day five watches their first ticket land exactly where Settings already said it should. Nothing about the first week depends on anyone remembering it - the client record already carries all of it.
Monday morning
Monday morning: run the day from the Schedule boardIt's Monday morning and the weekend left a few things behind. One pass catches all of it: the dashboard says what Elise already handled and what still needs a person, the real day board shows who is booked and who is open, and two doors, a manual pick or Dispatch with Elise, clear whatever is left sitting unclaimed. Nothing waits past the first coffee.
Month end
Month end: from agreements to invoices in one passIt's the last working day of the month. Every agreement needs to bill, every hour that slipped past scope needs to be caught before it is lost, and every invoice that is ready needs to go out. One pass through Billing catches all three: the Approval Queue for what a plan already owes, a client's Ticket Charges tab for the time that will not invoice itself, and the Invoices list for what is ready to send. Nothing gets missed because nothing gets skipped.
When the client has to pick
Let the client choose: comparison quotes in one linkThe usual move when a job has more than one shape is three PDFs and a phone call to talk the client through them. The trick here is one link with the choice already built in: a Budget and a Premium quote, two full quotes the client picks between. Most PSAs give you one quote per link - this tenant's Bluebird Dental job pushed a real comparison quote through end to end, plus the plain optional-line door that looks similar but isn't, to see exactly where each one starts and stops.
When you connect your shared mailboxes
Mailboxes: one licensed delegate, or a licence for every mailboxMost shops connect help@, billing@ and training@ by giving each one a Microsoft 365 licence and signing in as each one in turn. There is a cheaper way that is also the way Microsoft expects shared mailboxes to be used: licence one account, grant it rights on every shared mailbox, and authorize each mailbox signed in as that one account. The trap is that the two rights are separate, and the portal can only ever prove one of them at the moment you connect. This walk connects mailboxes the delegate way, reads the line that records it, and ends on the log that shows whether mail is really leaving.
When you keep opening the same report
Stop opening reports: pin them to the dashboard and subscribe to the briefingNorthwind weekly tickets gets opened by hand most mornings, so it stops living only in Reports and gets pinned to the dashboard instead. A Briefing subscription does the same job for a story instead of a chart: pick a domain once under My Settings, and it starts feeding your Command Center home without another click. Both doors sit a few clicks from where the habit already lives, and once they are set, checking in replaces going to look.
When you set up a plan
Plans are more than a price: five ways to use themMost MSPs treat a service plan as one thing: a price line that shows up on an invoice. A plan is also a switch, a container for more than one pricing shape on the same client, and a boundary worth knowing before you go looking for it somewhere it does not reach. Built two throwaway plans on this tenant, a $0 pilot plan and a per-seat add-on, and pushed both through real subscriptions to see exactly where a plan's reach starts and where it stops.
When you are leaving another PSA
Switching from Autotask or HaloPSA: what moves and what does notYears of tickets, notes and logged time sit in the system you are trying to leave. Nobody switches a service desk because the new one looks nicer. They switch when they are sure the history survives the move, and when somebody has told them plainly what does not come with it. This guide walks the switch from the outside in: what the two connectors actually read, what they deliberately never touch, the two decisions nobody can make for you, and what a parallel week looks like before you throw the one switch that ends it.
When something changed and nobody did it
Why the system did that, on one ticketA ticket came in and a tech was already on it. Nobody picked them, and nobody claimed it off a queue. This guide follows that one assignment all the way back on a single record: the setting an admin chose on the client, the rule that setting drives, the change the rule made, the line in the ticket's own history that names what acted, and the assistant reading that same line back in one sentence.
When you are deciding which tools you keep
Why we integrate instead of rebuildingEvery platform draws a line between what it runs itself and what it expects you to bring. This page draws ours and says why. The ledger belongs to the accounting software your accountant already runs, a screen session belongs to a tool built for screen sessions, and every record belongs to the system that owns it. Read it before a migration, because knowing where the line sits is what keeps month three quiet.