Practice home, Inbox, and estate status

At the practice level, a few views read across every client at once, so you can see where work is waiting before you pick a client. This page covers the practice overview, the Inbox of tickets and alerts, the Chat queue, and Estate status. For the practice-level reports, see MSP reports.

Before you begin

• You are on the MSP plan, at the practice level. Select Return home if you are inside a client’s workspace.
• Each view shows only what your permissions allow. For example, the Chat queue entry appears only for technicians who hold chat:agent.

How the cross-client views behave

• They open the client you need. Opening a ticket or an alert from the practice level takes you into that client’s workspace.
• They pick a client as a scope, not a filter. The Client box at the top of the Inbox pages chooses whose items you see, Every client by default. It stays set when you clear the other filters.
• They say when a client is missing. If a client cannot be reached, the page shows a warning such as This list is incomplete or Some clients are not included, and lists the rest.

Read the practice overview

Select Home. At the practice level the page is Practice overview, described as Every client you run, at a glance.

The Dashboard scope picker starts at Global. Choose a client or a site nested under that client to narrow the overview. The picker is searchable when it has more than 5 entries, and your choice is remembered in your user profile. Fleet, alerts, patches, and tickets narrow by site. Incidents, discovery, project widgets, and documentation reminders remain client-wide, and with a site chosen the page lists them under Client-wide sections. See Home dashboard scope.

To read one site’s figures without changing your Dashboard scope, open the site’s Overview tab inside the client’s workspace. It shows the same tiles and charts for that site alone, not its child sites, with its least healthy endpoints. See Read a site’s overview.

With Global selected, it shows tiles across every client for endpoints online, open alerts, open incidents, open tickets, patch-compliant endpoints, and missing critical patches, followed by the Fleet status and Open alerts by severity charts. Selecting a tile opens the practice view behind it, such as Clients for endpoints or the Inbox for tickets. The As of time shows when the figures were read.

If you can read projects, the page also shows your project figures: tasks due for you, projects at risk, appointments this week, and budget alerts, with Projects at risk and This week cards. See Projects.

Work the Inbox

All tickets

Plans

Enterprise and MSP

Permission

ticket:read

Select Inbox > All tickets to see tickets across every client, newest activity first.

Column	What it shows
Client	The client the ticket belongs to
Ticket	The reference and subject
Requester	Who raised it
Status	The ticket status
Priority	The ticket priority
Updated	The last activity

The Open and Breached tiles count open tickets and tickets past their SLA. The search box matches subject words of three letters or more, a full reference, or a requester’s email address. The list opens on the Still open view. The other built-in views are Urgent and critical, Nobody has taken, Missed SLA, and Everything.

Select a ticket to open it in its client’s workspace. Working a ticket is described in Tickets.

Alerts

Select Inbox > Alerts to see live conditions across every client, worst first. This needs alert:read.

Column	What it shows
Client	The client the alert belongs to
Severity	How serious it is
Alert	The alert title
Endpoint	The endpoint it is about, or No endpoint
Category	What kind of alert it is
Times	How many times the condition has fired since it was first seen
Last seen	When it last fired
State	Open or acknowledged

The Open, Critical, and Acknowledged tiles count the alerts on the page. Search matches the alert title only. The Inbox entry in the navigation carries the number of open critical alerts across your clients. Working an alert is described in Alerts.

Take live chats from every client

Select Chat queue to see everyone waiting for a technician, across every client, longest wait first. Select Take it to answer one. This entry needs chat:agent. See Live chat.

Manage estate status

Plans

Enterprise and MSP

Select Estate status for incidents and planned work that affect every client at once, such as an outage in a service all your clients depend on. It also shows which clients publish a status page of their own.

Card	What it is for
Estate incidents	Declare estate incident opens an incident for every client or for named clients.
Estate components	The parts every client depends on.
Estate maintenance	Maintenance windows that affect every client.
Your status page	The status page published under your practice’s own name.
Client status pages	Which clients publish a status page, and its address.

See Estate status for the steps.

Verify

• With Client set to Every client, the Inbox lists tickets from more than one client, and each row names its client.
• Selecting a row opens that client’s workspace, with the client’s name in the bar above the page.

Next steps

• Tickets
• MSP reports
• Add and manage clients