Beta. Ask us to switch it on for your workspace.
The Service Desk is in use today and still changing. Current's team turns it on for a workspace on request, so book a demo or ask in your trial and we will switch it on. Plans that act through your RMM or security tools are set up by Current's team as well.
What is MSP service desk software?
MSP service desk software is where a managed services provider receives, works and closes its customers' support tickets, with SLA clocks and reporting on every one. Current's Service Desk does that on top of your PSA, and adds AI that plans the fix, checks security across your tools and drafts the close, with a person pressing every step.
What stands out in the Service Desk
Six things the desk does that a plain ticket list does not. Unless a card says otherwise, everything here is part of the Service Desk Beta.
Remediation plans, one press per step
A ticket's plan states the situation with its evidence, then ordered steps that each show the tool, the target, the risk and how to undo it.
Set up by Current's teamTwo-way PSA sync your admin can pause
Notes, status and assignee stay in step with your PSA, and files do on Autotask and ConnectWise PSA. 24 months of tickets come in at setup, and your admin can pause sync at any time.
Your admin turns it onFixed before and repeat problems
The most similar resolved tickets at the same company sit on the ticket, and a daily check spots repeat problems by device and category, and a manager can have Current draft a note to the account manager.
Your admin turns it onSee the plan on any ticket
One press builds a numbered, read-only plan in about 30 seconds: what to check, what to ask, what to change and in which connected tool.
Terminal mode
Type plain words or a slash command on a ticket's plan, and Current reads the company's data and proposes the next action for a person to press.
Rules written from plain words
Describe a rule, or paste your PSA's own workflow rules, and Current drafts When, If and Then rules that start switched off.
- catalog actions across 18 tools
- 65
- to undo a board, priority, assignee or close decision
- 24 h
- of PSA tickets brought in at setup
- 24 months
- quick replies, filled in from the thread
- 21
Remediation plans: the fix, one press per step
A ticket can carry a remediation plan: the situation in plain words with its evidence, then ordered steps to check, run, tick off and check again.
Each step shows its tool, its target, its risk and its Undo line. The opening read-only steps run by themselves when the plan is proposed, so the plan arrives holding what they found. A step that changes something runs only when a person presses it, through your own RMM or security tool, and only once that tool has write access and has passed a setup test.
Security gaps found across every tool you connect
Every hour Current compares what each connected tool sees for each company, device and person, and lists what is missing.
A device without the EDR, backup or admin control the rest of the fleet has, MFA switched off, an operating system out of support, patches failing, a setting that drifted. AI explains each gap and ranks it by real risk. Opening a ticket is always a person's press.
See it on your own PSA data
Beta: Current's team switches this on for your workspace.
For the free trial: card up front. We email you the exact amount three days before the first charge, and you can cancel anytime during the trial.
Closing a ticket writes itself
On close, Current drafts the resolution note from the timer, the remote sessions, the messages and the actions taken in Current, with the closing email and the time entry.
One email carries the closing note and a Did this fix it? question with two answers. The engineer reads what the customer will see, edits it, and presses once to send, log and close.
Email in, replies out, one conversation
Connect a Microsoft 365 support mailbox with one approval, or forward your support address from any mail host, and every email becomes a ticket: within seconds for a forwarded address, within about 10 minutes for a connected mailbox.
Replies thread back onto the ticket they belong to, and pasted screenshots become files. The customer also gets a link to one conversation page, with no sign-in, where they can reply, add a file or press This is fixed, thanks.
Up next: the one ticket each engineer should work now
The Up next view opens on the ticket that needs the engineer most, with a two-sentence summary and the machine it is about beside it.
Where an RMM is connected, the Machine and tools card shows the device's facts, its EDR state and its recent alerts. One-press quick actions run through that tool where Current's team has set them up and your admin has pressed Live.
- SOC 2 Type II audited
- Built by an MSP, for MSPs
- Your PSA stays the source of truth
AI in the Service Desk, and where a person stays in control
Current drafts, plans and explains. Your team decides, and every AI-written message to a customer leaves only when a person presses send. Template emails your admin turns on, such as the welcome reply, send by themselves.
| What Current does | What your team does | Limits |
|---|---|---|
| What Current doesProposes the board, priority, assignee and a first reply when a person presses Try triage | What your team doesAccepts, changes or dismisses each suggestion, and the board learns from a dismissal | LimitsRuns on a press, not as each ticket arrives. Automatic assignment stops at 8 per person per day. |
| What Current doesBuilds a ticket's plan, and for a step with a fix picks only from the actions the server offers | What your team doesPresses each step that changes something | LimitsEach fix runs once. The AI never writes a command, and Current stops after 3 failures in a row. |
| What Current doesDrafts the resolution note, the closing email and the time entry | What your team doesEdits them and presses Send, log and close | LimitsUndo for 10 seconds. Nothing reaches the customer before the press. |
| What Current doesPolishes a reply to your house standard, fills quick reply gaps from the thread and translates | What your team doesKeeps their own wording or sends the polished one | LimitsSend stays blocked while a quick reply has a gap left to fill. |
| What Current doesDrafts proactive updates and an apology after a poor survey answer | What your team doesReads each one and presses Send | LimitsYour admin can turn each one off. |
| What Current doesExplains and ranks each security gap, and may suggest an ignore | What your team doesOpens the ticket, or ignores the gap with a reason and a note | LimitsAn ignore lasts at most a year and ends early if the gap gets worse. |
| What Current doesActs on its own where a tenant admin sets an action to Auto | What your team doesSets Auto, Approve or Off per board and per action, and asks why in plain words | LimitsEvery decision is logged, and a board, priority, assignee or close decision can be undone for 24 hours. Sending a reply can never be set to Auto. |
Pausing Current on the desk stops triage, plans, drafts and the close card at once. Credentials are removed from anything sent to a model.
The tools the Service Desk works with
The desk reads the tools you already run, on the ticket they belong to. Plans that act through a tool need that tool's write access and a passed setup test, set up by Current's team.
PSA
4 tools
- AutotaskTwo-way ticket sync and desk time. The PSA in daily use with the desk today.
- ConnectWise PSATwo-way ticket sync, turned on by your admin through a setup check.
- HaloPSATwo-way ticket sync, turned on by your admin through a setup check.
- SyncroTwo-way ticket sync, turned on by your admin through a setup check.
RMM
4 tools
- Datto RMMDevice facts on the ticket, plan steps and quick actions.
- NinjaOne (Not yet verified on a live account)Plan steps and quick actions on the ticket's device.
- N-central (Not yet verified on a live account)Plan steps and quick actions on the ticket's device.
- SuperOps (Not yet verified on a live account)Plan steps on the ticket's device.
Security and sign-in
7 tools
- AutoElevateApprove one elevation request from the ticket.
- Datto EDRA live read of the device's protection on the ticket.
- SentinelOne (Not yet verified on a live account)Plan steps on the ticket's device.
- Huntress (Not yet verified on a live account)Plan steps on the ticket's device.
- Kaseya MDR (RocketCyber) (Not yet verified on a live account)Plan steps for the customer's accounts.
- Duo (Not yet verified on a live account)Plan steps for the customer's accounts.
- Check Point Avanan (Not yet verified on a live account)Plan steps for the customer's email security.
Backup and network
6 tools
- Datto BCDRThe latest boot screenshot on the ticket.
- Acronis (Not yet verified on a live account)Plan steps for the customer's backups.
- MSP360 (Not yet verified on a live account)Plan steps for the customer's backups.
- Veeam (Not yet verified on a live account)Plan steps for the customer's backups.
- Cisco Meraki (Not yet verified on a live account)Plan steps for the customer's network.
- Domotz (Not yet verified on a live account)Plan steps for the customer's network.
Documentation and passwords
3 tools
- IT GlueDocuments and passwords on the ticket. Passwords are shown, never stored.
- Passportal (Not yet verified on a live account)Document names on the ticket, opened in Passportal. No passwords.
- KeeperA link from the ticket to your Keeper vault. Current shows no Keeper passwords.
Mail, surveys and phones
5 tools
- Microsoft 365The support mailbox with one approval, and each customer's own Microsoft 365 for account and MFA checks.
- Any mail hostForward your support address to one Current creates.
- CrewHu and SimpleSATUse one of these for surveys in place of Current's own.
- TeamGPS (Not yet verified on a live account)Survey answers in place of Current's own survey.
- 1Stream and Cytracom (Not yet verified on a live account)Calls matched to the caller and shown on their tickets.
Marked connections are built to the vendor's published developer interface and are being verified on live accounts.
Monitoring alerts from Datto RMM and NinjaOne can open tickets too. Current's team sets that up for each workspace.
Built, and switched off for now
These parts of the desk exist and are held back while they are checked. They are not in any workspace today.
- A pause that trips itselfNot available todayBuilt to pause a workspace's sync by itself when, within an hour, 5 tickets have a change refused, 3 have a change left unconfirmed, or a ticket is created twice. Switched off for now.
- Scripts written by AI in Terminal modeNot available todayTerminal mode today proposes only actions from the catalog. Scripts the AI writes itself stay switched off for every workspace.
How the Service Desk works with your PSA
Current's desk keeps its own tickets and can mirror them to your PSA in both directions. Two-way ticket sync starts only when your admin turns it on through a setup check that lists every field and its direction, and it can be paused at any time.
| What | Direction |
|---|---|
| Companies and contactsTickets attach to the customers your PSA already holdsFrom your PSA | From your PSA |
| Tickets, notes, status and assigneeOnce your admin turns on two-way syncBoth ways | Both ways |
| Files on ticketsFiles: both ways on Autotask and ConnectWise PSA; out only on HaloPSA and SyncroBoth ways | Both ways |
| Past tickets24 months brought in when sync startsFrom your PSA | From your PSA |
| Time on desk ticketsWhere two-way sync supports it; the setup check shows which parts work with yoursTo your PSA | To your PSA |
| AI suggestions, plans and draftsNever written to your PSAStays in Current | Stays in Current |
Supported PSAs: Autotask, ConnectWise PSA, HaloPSA and Syncro, with Autotask the one in daily use with the desk today.
Included. One module or all of them, same price.
Every seat gets every available module and every integration, with a 14-day free trial.
The questions MSPs ask first.
Is the Current Service Desk available in a free trial?+−
The Service Desk is in beta, and Current's team switches it on for a workspace on request. Start a trial, then ask in the trial or book a demo, and the team will turn it on for your workspace.
Does Current triage every ticket automatically?+−
No. Triage runs when a person presses it: Current proposes the board, priority, assignee and a first reply, and the person accepts, changes or dismisses each one. It does not run on each ticket as it arrives.
Does Current send replies to customers on its own?+−
No. Current drafts replies, updates and closing emails, and each one is sent only when a person presses send. The template emails your admin turns on (a welcome reply, a rule's email, a survey) send by themselves. Sending a reply can never be set to run on its own.
What is a remediation plan?+−
A card on a ticket that states the situation with its evidence, then lists ordered steps, each with its tool, target, risk and how to undo it. The opening read-only steps run by themselves; a step that changes something runs only when a person presses it, through your own RMM or security tool. Plans that act are set up by Current's team, and each tool needs write access and a passed setup test first.
What does the security gaps check look for?+−
Every hour it compares your connected tools for each company, device and person: a device missing the EDR, backup or admin control the rest of the fleet has, MFA switched off, an operating system out of support, failing patches and settings that drifted. A person opens the ticket, or ignores the gap with a reason and a note for up to a year.
Which PSAs does the Service Desk sync with?+−
Autotask, ConnectWise PSA, HaloPSA and Syncro. Your admin turns two-way sync on through a setup check, which shows what moves in each direction for your PSA, and can pause it at any time. Autotask is the PSA in daily use with the desk today.
How do support emails become tickets?+−
Your admin connects a Microsoft 365 support mailbox with one approval, or forwards your support address from any mail host to an address Current creates. Each new email opens a ticket, and replies thread back onto the ticket they belong to.
Does the Service Desk cost extra?+−
No. It is included in your plan: every module is in the per-user price, so the Service Desk costs the same as using any one module.
See Current on a real book of business.
The demo walks through a ticket's plan on a sample board, a security gap turned into a ticket, the close card that drafts itself, and how tickets reach your PSA once sync is on.