From a client question to a clear outcome.
- ReceiveCapture the client request and conversation.
- CheckReview the agreement and entitlement.
- ResolveWork the ticket with client context.
- RecordKeep time, outcome and billing context together.
Support in the context of the relationship.
- One ticket historyBring email and portal requests together while keeping internal notes private.
- Know what is includedKeep support agreements, entitlements and service-level warnings beside the ticket.
- Support with billing contextTrack included, prepaid, retainer and per-ticket work, with technician time counted.
- Give clients visibilityLet clients see their own tickets and history in the planned support portal.
- Connect software issuesCreate Azure DevOps bugs from tickets and keep the ADO reference searchable.
Teams and web chat Later Managed-services schedules Later Advanced Azure DevOps linking and sync Later
Everything in Customer support
Handle every client request with the full history of that client, their agreement and what they’re entitled to. Items marked Later come in a later phase.
Tickets
- Customer support tickets
- Customer service requests
- Tickets from email and the support portal
- Email routed by mailbox; internal notes stay private
Agreements and SLAs
- Customer support agreements
- Customer SLAs and escalations
- Support entitlements
- Warnings when a client’s included hours run out
Billing
- Billable support services
- Retainer consumption
- Included, prepaid, retainer and per-ticket support
- Technician time counts toward utilization and cost
Portal and feedback
- A customer support portal
- Clients see their own tickets and history
- Customer satisfaction questionnaires
- Support performance reporting
- Teams and web chat Later
Managed services
- Service groups for Microsoft 365, Azure and security
- Client environments, assets and certificate renewals
- Managed-services schedules Later
Azure DevOps (ADO)
- Create Azure DevOps bugs from tickets
- ADO number shown on the ticket and searchable
- Link tickets to one or more work items Later
- Choose sync direction field by field Later
- A separate ADO connection for each client Later
- Internal comments never synced unless allowed Later
Connected to the rest of Perspectiv.
Each module keeps its own availability.
At a glance
- Incidents and service requests
- Problems and changes
- Tickets from email and the customer support portal
- Response and resolution targets
- Service calendars
- Managed-services schedules Later
- Warnings before a service level is breached
- Answers from your knowledge base
- Clients see the status of their own tickets Later
- Azure DevOps bugs created from tickets
Support that knows the client
In a standalone help desk, agents see a ticket and an email address. In Perspectiv, they see the client’s contract and service levels, open projects and history.
Fewer tickets, faster answers
Link answers from your knowledge base to tickets, and publish them to a client-facing help center, so clients can find the answer before they ask.
Azure DevOps integration
When a ticket turns out to be a software bug, create the Azure DevOps bug straight from the ticket, and the ADO number stays on the ticket and is searchable. Fuller two-way sync is planned for later: linking tickets to work items, choosing which fields sync in which direction, and a separate Azure DevOps connection for each client.
Where it lives in Perspectiv
Labels show what opens first in the private beta (Q2 2027), what is being built now, and what is on the roadmap.
- Internal service deskPlanned
Employee IT support, service requests, incidents and access requests, with internal service levels.
- Customer supportPlanned
Client tickets, support agreements, SLAs, entitlements, billable support and a customer support portal.
- Knowledge hubBeta Q2 2027
Internal, intranet, client and public documentation, with public and restricted published sites.
- Portals and sites (framework)Planned
One portal framework: clients, suppliers, employees and guests each get their own front door.
- Contracts (framework)Coming soon
One contracts framework for client, supplier, employee and event agreements, with renewals and e-signature.
- Time & expenseComing soon
Timesheets, timers and expenses against the work, approved and ready to invoice.
Questions
Is Customer support available now?
Customer support is Planned. CRM and Knowledge hub open first in the Q2 2027 private beta.
Does the Azure DevOps connection include full sync?
Creating bugs and tracking ADO references are listed capabilities. Advanced linking and field-level sync are marked Later.
Is the service desk available now?
The internal service desk and customer support are planned. Knowledge hub, which reduces tickets, is in the Q2 2027 beta.
When can we start?
The private beta opens in Q2 2027 with Knowledge hub (intranet and published documentation) and CRM, with the framework underneath. Other modules join as they are ready.