How to Run a Help Desk in Your RMM: Email to Timesheet
Breeze RMM has the service desk built in: a ticket queue with SLA timers, email-to-ticket, checklists, time tracking and timesheets, in the same app as your devices, without a separate PSA. This video follows one customer email through a full day of support.
4:13 Captions: English Open on YouTube
Questions this video answers
- Does Breeze RMM include ticketing?
- Yes. Breeze RMM has a service desk inside the RMM: one ticket queue across all your clients with live SLA timers, a Breaching soon tab and filters, plus email-to-ticket, checklist templates, internal notes and customer replies, time tracking and weekly timesheets. Tickets arrive from the customer portal, from alerts, and by email.
- Can clients email in to open a ticket in Breeze RMM?
- Yes. Each MSP gets its own inbound address (support@ in the demo), shown under Settings → Ticketing → Email. Forward your existing help desk mailbox to it, or connect a shared Microsoft 365 or Google Workspace mailbox instead. A new email becomes a ticket, with the subject as the title and the message as the description, and replies to the same thread land on that ticket. Mail from senders Breeze doesn't recognize waits in the Review queue by default, where you convert it to a ticket or dismiss it. Email-to-ticket has an on/off switch on the same card, and new partners start with it off, so turn it on before you publish your address.
- Can I link a device to a ticket in Breeze RMM?
- Yes. Pick the device from the ticket's rail (the demo searches for ACME-WS-014). The ticket then links straight to that device. The change is logged on the ticket's timeline.
- Does time logged on a ticket reach the invoice in Breeze RMM?
- Yes. Log time or start a timer on the ticket. Billable entries are priced from the client's rate card (the demo uses a $135/h default, so 30 minutes is $67.50), and every entry also lands on the technician's weekly timesheet for approval. The ticket's Create invoice button turns its billable time into a draft invoice. This video only points at that button; the quote-to-cash video covers invoicing.
- What happens when I resolve a ticket in Breeze RMM?
- Breeze asks for a resolution note, which the requester can see. They are emailed when the ticket is resolved and can read the note in the customer portal. If checklist steps are still unticked, Breeze asks first ("2 of 5 steps are unticked. Resolve anyway?") so nothing gets closed with work outstanding. A resolved ticket moves to the Closed tab.
A note on the demo: the demo tenant has no live agent and no outbound email, so no email was sent or received during filming. Dana's email ticket, her follow-up reply and the quarantined message were loaded as demo data. All organizations, people, devices and tickets are fictional demo data, and the requester email addresses use reserved .example domains.
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