One Queue for You and Your IT Provider
When your in-house team shares IT with an outside provider, Vertask gives both sides one help desk, one asset record and one portal for staff — with groups and permissions so everyone sees exactly what they should, and nothing falls between you.
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Shared responsibility, separate systems
Each side thinks the other has it
A ticket is with "the provider" or "us" rather than a person, so it sits — visibly, in two systems — until the member of staff asks a second time.
Two systems, two versions of the truth
You keep a ticket queue and an asset list; your provider keeps theirs. When they disagree, settling it takes a meeting rather than a lookup.
You cannot see what you are paying for
The record of what the provider did lives in the provider’s system. When the contract comes up for renewal, your only evidence is their report.
One queue, clear ownership
Your team and your provider’s technicians work the same tickets with assignment, agent groups and internal notes — no duplicate systems, no lost context.
Scoped by permission
Agent groups and role permissions decide what each side sees, and individual assets can be shared with just the group responsible for them.
The agreement and the evidence
Keep the provider’s contract with its renewal date and reminders, and on Pro report SLA compliance and time logged, so the renewal conversation starts from your numbers.
Frequently asked questions
What is co-managed IT?
Co-managed IT is when an organisation’s in-house IT staff share the work with an outside IT provider. Vertask supports it with one help desk, one asset record and one staff portal, with permissions so each side sees the right scope.
Can our provider’s technicians work in our Vertask?
Yes. Add them as agents in their own agent group, then assign tickets and share assets with that group. They count as agents like anyone else: two agents are free, then it is $12 per agent per month on Pro.
Can we see what our provider has done?
Yes. Every ticket keeps its replies, notes and status history, and on Pro the reports show SLA compliance, agent performance and time logged, exportable to CSV or Excel.
Can staff and the provider use the same tickets?
Yes. Both sides work one queue with assignment and permissions, so nothing is duplicated and each side sees the right scope.