Service Ticket Queues

ConnectWise PSA holds the ticket queue an MSP works from, tracking status, priority, and the technician a ticket is assigned to. A Beam agent reads a ticket that's marked resolved by a technician and, under the rule the team has set, closes it out and updates the linked client and billing record so the work is reflected in both places. Tickets closing within the agreed service window move through without a manager checking each one. A ticket reopened by a client, or one closed outside the agreed resolution time, is routed to a manager to review.

Project Task Boards

ConnectWise PSA keeps a task board for each client project, showing what's assigned, in progress, and complete against the plan that was scoped. A Beam agent reads a task marked complete on an approved project and updates the project's overall progress, notifying the project manager once a milestone tied to several tasks is reached under the rule the team has set. Tasks completing on schedule roll into progress totals without a manual check. A task marked complete without its dependencies finished, or a project falling behind its agreed timeline, is routed to a manager to address.

Time and Billing Entries

ConnectWise PSA records the time a technician logs against a ticket or project, which feeds directly into the invoice a client eventually receives. A Beam agent reads approved time entries once a ticket or task closes and applies them to the client's billing record under the rate and rule the team has set for that contract, flagging the entry as ready for the next invoice run. Entries matching the standard rate move through without a check. A time entry with an unusual duration, a missing rate, or work outside the contracted scope is routed to a person before it's billed.