Alba365 MSP
Enterprise ticketing and MSP management for IT service providers
- 4 Portals
- Role-based environments for super admins, resellers, store managers, and support teams
- 70+ data domains
- Comprehensive multi-tenant platform powering support, payroll, assets, billing, and access control
- 40 automated workflows
- Email pipelines, SLA automation, billing, remote desktop, and cross-platform bridges
- 58 isolated data domains
- Complete data isolation enforced at the data layer—reseller data never bleeds across accounts
Overview
Alba365 MSP is a modern, enterprise-grade platform built from the ground up for IT managed service providers managing restaurant and retail chains. It consolidates support ticketing, employee time tracking, payroll processing, asset management, and billing into a single unified system—eliminating the need to juggle disparate tools. Real-time email integration means tickets flow directly from your support inbox into the system, SLA escalations happen automatically, and your team gets instant visibility into what matters most.
Built with security and scale in mind, Alba365 MSP enforces complete data isolation across all 58 tenant-scoped data domains, meaning your client data stays separate from competitors' data even within the same cloud infrastructure. Role-based access control operates at three levels—tabs, actions, and fields—giving you granular authority over who sees what. Multi-tenant architecture means you can onboard dozens of clients without managing separate environments, all while maintaining strong security compliance and comprehensive audit logging on every admin action.
The platform is designed to grow with you. Whether you're a solo MSP managing five restaurant chains or an enterprise reseller with hundreds of client locations, Alba365 MSP scales seamlessly. Email-system integration, offline-first capabilities, and real-time synchronization across web and mobile keep your teams connected. Professional PDF invoicing with watermarks, prorated mid-cycle billing, and automated recurring charges handle the business side. GPS geofencing for time clock entries and live employee location tracking add field accountability. Everything integrates with your Alba365 chain owner portal, creating a unified ecosystem for your entire business.
Capabilities
What it does
Support Ticketing with Email Integration
Full-featured helpdesk with email mailbox integration, SLA tracking with auto-escalation, ticket merging, and CSAT ratings with audit logging.
Remote Desktop Management
Browser-based remote desktop sessions, device group auto-discovery, and a branded Windows agent installer with bulk deployment.
Time & Attendance Tracking
GPS geofenced clock-in/out with break tracking, timesheet aggregation, approval workflows, live employee location mapping, and overtime calculations.
Billing & Recurring Invoicing
Subscription and license management per client, prorated mid-cycle invoices, professional document exports, and scheduled recurring billing automation.
Enterprise Access Control
Database-driven RBAC with 3 permission levels (tab, action, field), multi-tenant isolation across 58 tables, and access group enforcement.
Real-Time Notifications & Maintenance Mode
Real-time in-app notifications, email alerts for ticket updates, unread browser badges, and a system-wide maintenance mode with status page.
In depth
How it works
Complete Ticket Lifecycle with Email Automation
Every inbound email to your support mailbox automatically creates a ticket in Alba365 MSP with full conversation threading preserved. SLA rules escalate tickets based on priority and age, auto-assigning them to teams or supervisors. Your team replies via email or the ticket portal, and everything stays synchronized. Full-text search across all comments and metadata means support team can instantly find related issues without digging through old files.
- Automatic email-to-ticket pipeline from your email system with thread preservation
- SLA tracking with auto-escalation rules, escalation history, and visibility dashboards
- Ticket merge, forward, and bulk operations for high-volume support teams
- Full-text search to find tickets by subject, body, or comment
- CSAT ratings and customer satisfaction tracking built into every ticket workflow
Multi-Tenant Data Isolation with Built-In Access Control
Alba365 MSP's multi-tenant architecture isolates each reseller's data across 58 tenant-scoped data domains, enforced at the data layer. This is not a soft check—every data request validates tenant scope before returning data. Role-based access control extends to field-level visibility, so a support user sees only ticket IDs and subjects, while supervisors see customer details and billing notes.
- Complete isolation across users, tickets, assets, subscriptions, and billing data
- Tenant scoping enforced at the data layer means data crossing boundaries is impossible
- Built-in role permissions with three enforcement levels: tab access, action access, field visibility
- Access group isolation lets you restrict clients to view only their own tickets and data
- Comprehensive audit logging on all admin actions for compliance reporting and troubleshooting
Time Clock, Payroll, and Asset Lifecycle in One System
Clock employees in and out with GPS geofencing to verify they're actually on-site. Break tracking enforces compliance rules, overtime calculates automatically, and managers approve timesheets in one view. Approved timesheets feed directly into payroll processing, pay stubs generate with email delivery, and time-off requests flow through an approval workflow. Asset management tracks hardware and software assignments to stores and employees, with warranty and configuration metadata.
- GPS geofenced clock-in/clock-out with live employee location tracking on interactive maps
- Break tracking with compliance alerts and overtime calculations built in
- Timesheet aggregation, manager approval workflows, and automated payroll runs
- Pay stub generation with professional PDF formatting and email delivery
- Hardware and software lifecycle tracking with assignment, warranty, and configuration data
Billing, Invoicing, and Subscription Management Automation
Alba365 MSP handles the business side: per-client subscription and license management, prorated invoice generation for mid-cycle changes, and scheduled recurring billing runs. Professional PDF invoices with watermarks and metadata export to your accounting system. Payment history tracking shows which invoices were paid and when. Product catalog integrates across your portal, signage, and PMS platforms.
- Subscription and license management per client with flexible pricing models
- Prorated mid-cycle invoice generation for subscription changes or upgrades
- Professional PDF invoicing with watermarks, metadata, and customizable templates
- Scheduled recurring billing automation with failure recovery and retry logic
- Multi-platform product catalog (Portal, Signage, PMS) with unified pricing and availability
Where it fits
Built for teams like yours
Multi-Location Restaurant Chain Support
Route support emails from 30 stores to one team, auto-assigning tickets by location and type. Critical POS issues reach supervisors within 2 hours.
IT MSP Reseller Managing Hundreds of Small Customers
Manage 200+ retail clients with each customer's data fully isolated, support working ticket-by-ticket, and monthly invoices that generate and send with zero manual work.
Payroll and Compliance Across Retail Stores
Geofenced time clock enforces accountability across dozens of stores. Managers approve timesheets and run monthly payroll in one click, emailing pay stubs automatically.
Equipment and Asset Accountability
Track thousands of devices across client locations by store, employee, and serial number. When one fails, the ticket links to its record for full context.
The edge
Why it's different
- A fully serverless backend handling email pipelines, authentication, and billing automation with no server overhead
- Multi-tenant architecture isolating customer data at the database level across 70+ tables
- Native email mailbox integration for email-to-ticket, mailbox access, and cross-platform SSO
Questions
Frequently asked
How does Alba365 MSP isolate client data?
Every piece of client data is scoped by a unique reseller identifier enforced at the data layer. The platform has 58 tenant-aware data domains, and every data request validates reseller scope before returning results. This is a hard enforcement, not a soft check—client A's data is fully isolated from client B's even when they share the same infrastructure. Role-based access control adds another layer: a support user might see only ticket subjects and dates, while supervisors see full customer details.
Can we integrate Alba365 MSP with our existing email system?
Yes. Alba365 MSP integrates directly with your email system through a secure sign-in. Inbound emails automatically create tickets with threading preserved. Your team replies via email or the web portal—both sync in real-time. Shared mailboxes are supported, and domain-to-client mapping ensures emails route to the right customer automatically.
What compliance standards does Alba365 MSP meet?
Alba365 MSP follows industry security best practices and implements comprehensive audit logging on all admin actions. Passwords use strong hashing, sessions are encrypted, and content is sanitized to prevent injection attacks. The platform supports ISO 27001, SOC 2, and labor-specific regulations like PIPEDA (Canada), WCB, and Construction Act compliance through audit trails and role-based access.
How does SLA escalation work?
You define escalation rules based on priority, age, and status. The system monitors tickets in real-time and automatically escalates (reassigns, notifies supervisors, or changes priority) when thresholds are breached. Escalation history is logged, and dashboards show which tickets are at risk so managers can intervene proactively.
Can we use Alba365 MSP for field service scheduling and tracking?
Yes. Alba365 MSP includes employee scheduling, site visit planning with GPS check-in, and photo documentation capabilities. Field teams clock in and out via geofenced locations, preventing time theft. Site visit photos upload directly to the system for proof of work. Live location tracking on an interactive map gives managers visibility into where technicians are throughout the day.
What if we need to migrate ticket data from another system?
Alba365 MSP provides ticket import tools for Freshdesk and Freshservice, preserving conversation history and metadata. Full import workflows handle mapping customer fields and conversation threading. You can also export tickets to files at any time for backup or migration purposes.
See Alba365 MSP in action
Book a focused walkthrough and we'll tailor it to how your team works.
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