Getting started
Getting started with ShieldPSA
A practical setup path for turning ShieldPSA into a working service operations workspace: tickets, customers, SLAs, time, contracts, billing, portal, automation, AI, and reporting.
Phase 1
Prepare the workspace before moving live work in
Start small and make the operating model clear. A clean workspace foundation prevents confusion later when tickets, time, customers, and invoices begin to connect.
Create the workspace
Start Free, create the ShieldPSA workspace, confirm business details, and keep the initial administrator list small.
Invite the right users
Add owners, service managers, technicians, and any team members who need role-based access. Review permissions before adding client-facing users.
Define customers and contacts
Add customer records, contacts, sites, and service relationships so tickets and billing context do not live only in technician notes.
Phase 2
Build the service desk around how your team works
Begin with a simple ticket flow, then improve it with SLAs, categories, assignments, client portal access, and knowledge base content.
- Configure email-to-ticket and request intake paths.
- Create practical ticket categories and priorities.
- Map SLA policies to the response commitments your team can operate.
- Use the client portal and knowledge base where self-service can reduce repeat work.
Recommended order
- Ticket intake
- Customer records
- Technician ownership
- SLA policies
- Portal and knowledge
Phase 3
Connect service activity to business control
Once the service desk is stable, connect the operational flow to time, contracts, billing approvals, reports, automation, and AI assistance.
Track work while it happens
Use timers and manual entries so billable and non-billable work can be reviewed accurately.
Time & billing →Automate repeat service paths
Introduce automation for routing, approvals, recurring tickets, notifications, and governed external events.
Automation →Review operational signals
Use reports and dashboards to review volume, SLA performance, time, utilization, and customer-level trends.
Reporting →FAQ
Getting started questions
What should I configure first?
Start with workspace settings, users/roles, customer records, ticket intake, categories, and SLA policies. Add billing, automation, AI, and reporting after the core service flow is clear.
Do I need Professional Services to use ShieldPSA?
No. ShieldPSA is free software. Professional Services are optional for teams that want hands-on assistance with setup, migration, customization, training, or expert help.
Can I start with ticketing only?
Yes. Many teams can begin with service desk basics, then add time, contracts, billing, portal, automation, and reporting in stages.
Is setup free?
The ShieldPSA product has no software licence cost. Any optional paid Professional Services should be treated separately from normal product use.
Ready when you are