Co-Managed Help Desk: Toolstack & Integrations
A modern co-managed help desk relies on a robust toolstack to streamline workflows, automate processes and maintain visibility across your IT environment. Integrating these tools allows internal IT and MSP teams to collaborate effectively.
Key Tools in a Co-Managed Environment
Remote Monitoring & Management (RMM)
RMM platforms gather information from remote endpoints, servers and networks to assess their health and perform IT management tasks.
- Device discovery and inventory management
- Software deployment and patch management
- Real-time monitoring and alerting
- Remote access and troubleshooting
- Automated maintenance tasks
Professional Services Automation (PSA)
PSA software is akin to an ERP for MSPs. It integrates across the business and provides total visibility into operations.
- Project management and resource planning
- Financial planning and billing automation
- Ticket processing and workflow management
- Time tracking and reporting
- HR and sales integration
Ticketing & Knowledge Base
A unified ticketing system routes requests to the right technician and tracks status while knowledge base enables self-service.
- Automated ticket routing and escalation
- Status tracking and SLA management
- Knowledge base and self-service portal
- Solution documentation and search
- User communication and updates
Security & Backup Tools
Integrated security platforms and backup systems monitor threats, protect data and ensure business continuity.
- EDR/MDR and SIEM/SOC integration
- Automated backup scheduling and testing
- Disaster recovery orchestration
- Threat detection and response
- Compliance monitoring and reporting
Collaboration & Communication
Real-time communication tools facilitate seamless collaboration between internal staff and MSP teams.
- Microsoft Teams and Slack integration
- VoIP and unified communications
- Alert notifications and escalations
- Video conferencing and screen sharing
- Mobile app support for technicians
Building Your Toolstack
Follow these steps to implement an effective co-managed help desk toolstack:
1. Assess Needs
Identify gaps in your current IT operations, such as monitoring, ticketing or reporting capabilities
2. Select Tools
Choose RMM and PSA solutions that align with your services and integrate well with existing systems.
3. Integrate Systems
Connect your RMM, PSA and ticketing tools for a single pane of glass view and reduced data silos.
4. Train Teams
Ensure internal IT and MSP technicians understand how to use each tool and follow consistent processes.
5. Review Regularly
Evaluate your toolstack periodically and adjust as your business evolves or new technologies emerge.
Pro Tip: Integration is Key
Many MSPs deploy both RMM and PSA platforms to cover different needs. Choose solutions that integrate well to create a single pane of glass view and reduce manual data entry between systems.
Benefits of a Unified Toolstack
Visibility & Control
- Combined dashboards show device status, tickets and projects
- Real-time monitoring and alerting across all systems
- Centralized reporting and analytics
Automation & Efficiency
- Automated patching, backups and routine maintenance
- Workflow automation reduces manual tasks
- Staff freed up for strategic initiatives
Enhanced Collaboration
- Shared tools improve team communication
- Seamless handoffs between internal and MSP teams
- Consistent processes and documentation
Scalability & Cost
- Cloud-based tools scale with business growth
- Cost-effective subscription pricing models
- Reduced infrastructure maintenance overhead
Popular Tool Categories
RMM Platforms
• ConnectWise Automate
• Kaseya VSA
• NinjaOne
• Datto RMM
PSA Solutions
• ConnectWise Manage
• Autotask PSA
• Tigerpaw
• ServiceNow
Security Tools
• CrowdStrike Falcon
• SentinelOne
• Microsoft Defender
• Huntress