Business Manager 365, as part of its workflow and customer involvement processes, can manage a customer’s internal technical staff. Business Manager 365 can create helpdesk ticket queues for customer staff and also for MSPs. The MSP can assign tickets to the customer’s technical staff simply by clicking customer manage, and selecting the queue of the employee.

If a client is working a ticket and needs to transfer it back to the MSP or service provider, it is as simple as unchecking the box. Then, it will get reassigned to the MSP or service provider. This functionality also exists in tasks where you have the ability to assign tasks to a customer and then track the completion of that task.