CRM and customer records
Organisations, accounts, contacts, locations and agreements form the customer context. Configured company/address lookups can help populate records; they do not guarantee complete or universally accurate directory data.
Customer context, casework and reporting, connected.
ProactivePSA is aimed at MSPs, IT service providers and service-led teams using a case-based service desk. Its current strength is connecting the customer record, service work, logged time and management views. Check the capability status as well as the feature name when assessing fit.
Cases and service queues
Queues, priorities, statuses, departments, workflows and checklists, activity history and related cases. Opt-in mailbox settings can turn incoming email into a case.
Time logging
Time entries on cases and opportunities with charge types and rates, and timesheets. The product does not include expense tracking or project and task management.
Scheduling and field coordination
Availability, appointments, room and equipment calendars and travel-time routing. These are scheduling features, not resource capacity, utilisation, allocation or rostering.
Reporting and dashboards
Builder, report assistant, exports, read-only share links and configured scheduled delivery. More about reporting.
Microsoft 365 context
Configured mail, calendar and directory connections, with licence and device visibility. Setup and access conditions apply. More about Microsoft 365 connections.
Capability status
Capability names matter less than what is behind them. This is the honest position for each area, and it is worth reading before assessing fit.
| Area | Status | What that means |
|---|---|---|
| CRM, cases, time logging, report builder, dashboards | Core | Implemented. Setup, data and access conditions still apply. |
| Email-to-case, Outlook colour-category sync | Opt-in | Off by default; switched on per mailbox by an administrator. |
| Finance, gated sales and outreach areas, service-management and licensing views, assets | Beta | Beta. Visible where your permissions and configuration allow. |
| 26-template report library, SLA recorded-data views | Beta | Beta. Needs a preview with suitable data, and catalogue seeding and setup in your environment. |
| SLA deadline and breach automation | Not included | SLA views show response and resolution information that has been recorded. Deadline and breach automation is not available. |
Questions worth asking
Is ProactivePSA only for MSPs?
MSPs and IT service providers are the primary audience. Service-led teams using a case-based desk can also assess fit against their workflow.
Does it include projects or expenses?
The current product does not include project, task or milestone management, or expense tracking. It focuses on customer records, casework, time logging and reporting.
Does it automatically monitor SLA breaches?
No working SLA deadline or breach engine is included in this build. Current SLA views use configured plans and response and resolution information that is actually recorded.
Is every feature available to every user?
No. Some areas are Beta and user access can differ. Microsoft 365 and mailbox behaviours also depend on permissions and configuration.