Product guide
ShieldPSA product guide
A structured guide to the ShieldPSA modules that connect service desk, customers, SLAs, time, contracts, billing, client portal, automation, AI, integrations, security, and reporting.
Module map
Explore ShieldPSA by workflow area
Use this guide as a public map of what each part of ShieldPSA helps a service team control.
Service desk & ticketing
Manage requests, assignment, priority, status, SLA context, knowledge, and technician ownership.
Read feature page →Customers, contacts & portal
Keep customer information connected to tickets, service records, portal users, and account context.
Client experience →Time, contracts & billing
Capture work, review timesheets, connect service activity to contracts, approvals, invoices, and payments.
Commercial workflow →Workflow automation
Reduce manual steps with routing, recurring work, approvals, notifications, webhooks, and governed orchestration.
Automation guide →AI assistance
Use optional AI for summaries, drafts, assignment suggestions, insights, and guided service context with human review.
AI assistance →Integrations & APIs
Connect service operations to external systems through marketplace apps, webhooks, MCP/API access, and configured integrations.
Integrations →Security & administration
Manage users, roles, SSO, audit logs, import/export paths, workspace controls, and administrative governance.
Administration →Reporting & operations
Review ticket volume, SLA performance, time, utilization, customer profitability, billing, and dashboard trends.
Reporting →How to use this guide
Match product modules to the problem you are solving
For an evaluation, start with service desk, workflow automation, time/billing, and reporting. For an implementation, pair this Product Guide with the Getting Started guide so each module is introduced in a sensible order.
- MSP owners can review how the free PSA model supports margin control.
- Service managers can map queues, SLAs, assignments, approvals, and reports.
- Technicians can focus on tickets, knowledge, time capture, and client context.
- Administrators can review roles, security, integrations, and workflow governance.
Helpful next pages
FAQ
Product guide questions
What modules are included in ShieldPSA?
ShieldPSA includes service desk, customers, contacts, SLAs, assets, knowledge, client portal, projects, time tracking, contracts, invoices, billing approvals, workflow automation, AI assistance, integrations, administration, audit controls, and reporting.
Is the Product Guide only for MSPs?
No. It is written primarily for MSPs, but IT service teams can also use it to understand how ShieldPSA connects service delivery and business operations.
Are AI and automation included?
AI assistance and workflow automation are part of the ShieldPSA product story. Use them with appropriate configuration and human review rather than treating them as fully autonomous service replacement.
Where do I find implementation help?
Use the Getting Started guide for the setup path. If your team wants hands-on migration, customization, training, or expert assistance, review Professional Services.
Free PSA, useful depth