Co-Managed IT, Without the Chaos
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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Shared responsibility, unshared systems
Both teams think the other one has it
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.
Two systems, two versions of the truth
Each side keeps its own tickets and its own asset list. When the lists disagree, settling it means a meeting rather than a lookup.
Seeing the queue means seeing everything
The safe answer is to keep the other side out, so context stops at the boundary and every handover is retold from scratch.
Shared queue, clear ownership
MSP and internal staff work the same tickets with assignment, groups and private notes — no duplicate systems, no lost context.
Scoped by permission
Billing audiences and role permissions keep each client, team and view separated so people only see what they should.
SLAs & contracts per client
Set response and resolution targets and track the agreement for each co-managed account — and, on Pro, report on it cleanly.
Frequently asked questions
What is co-managed IT?
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.
Can internal staff and the MSP use the same tickets?
Yes. Both work the same queue with assignment and permissions, so nothing is duplicated and each side sees the right scope.