When an MSP and an in-house team share the work, Vertask gives you one help desk, one asset record and one client portal — with billing audiences and permissions so everyone sees exactly what they should.
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It is assigned to "the MSP" or "internal" rather than a person, so it sits — visibly, in two systems — until the client asks a second time.
Each side keeps its own tickets and its own asset list. When the lists disagree, settling it means a meeting rather than a lookup.
The safe answer is to keep the other side out, so context stops at the boundary and every handover is retold from scratch.
MSP and internal staff work the same tickets with assignment, groups and private notes — no duplicate systems, no lost context.
Billing audiences and role permissions keep each client, team and view separated so people only see what they should.
Set response and resolution targets and track the agreement for each co-managed account, and report on it cleanly.
Co-managed IT is when an external MSP and a client's internal IT staff share responsibility. Vertask supports it with a shared help desk, assets, portal, per-audience SLAs and scoped permissions.
Yes. Both work the same queue with assignment and permissions, so nothing is duplicated and each side sees the right scope.
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