# MSP Ticketing System in Oswestry > Need ticketing in Oswestry? CubeMSP implements and supports MSP ticketing system across Oswestry, Shrewsbury, Telford and Ludlow and the wider Shropshire area. **URL:** https://cubemsp.co.uk/software/msp-ticketing-system/shropshire/oswestry Being a regular route for our team from Olney, Oswestry is somewhere we get to regularly. Discovery, training and go-live are all better done in the room, and at 110 miles that is entirely practical. ## Details - **Solution:** MSP Ticketing System - **Group:** Service desk - **Platform:** CubeMSP (https://cubemsp.co.uk/platform) - **Location:** Oswestry, Shropshire - **Distance from our Olney office:** 110 miles - a regular route for our team from Olney - **Postcode districts:** SY10, SY11 - **Also known as:** MSP ticketing software, Multi-tenant ticketing system, IT ticketing system, Ticket management software, MSP ticket tracking, Support ticketing platform ## Coverage We cover Oswestry and the surrounding area, including Town Centre, Gobowen, Whittington, Llanymynech and Pant, across the SY10 and SY11 postcode districts. We also work with businesses in Shrewsbury, Telford, Ludlow and Market Drayton and elsewhere in Shropshire. ## What is included - **Multi-client by design:** Client, site and service on every ticket, with reporting that rolls up by any of them. Serving thirty organisations is the normal case here rather than an enterprise edition. - **Isolation you can point at:** Queries are scoped to the tenant at the data layer. Cross-tenant access returns a 404, and every route ships with an automated test proving it. This is architecture, not a setting. - **A taxonomy that fits your desk:** Hierarchical categories, priorities and ticket types defined per tenant, in the language your engineers already use rather than a vendor’s idea of a standard. - **Assignment and escalation:** Reassign, escalate and hand over with the history intact, so the third person to touch a ticket can read what the first two did without asking them. - **History that answers questions:** Every ticket a client has ever raised, filterable by site, service, category and period. "Has this happened before?" becomes a search rather than a straw poll. - **Data that flows onward:** Ticket and time data feed the client review, the profitability view and the billing export automatically. Nothing is re-keyed to produce a figure somebody has already recorded. ## Real-world use cases ### A ticketing tool built for one company **Scenario:** The provider used a well-known helpdesk product designed for internal IT. Clients were modelled as tags, reporting by client meant exporting and pivoting, and one misconfigured view had briefly shown a client somebody else’s ticket titles. **Outcome:** Client is a first-class part of the record and isolation is enforced at the data layer. Reporting by client is a filter rather than an export, and the near-miss cannot recur by configuration error. ### Handovers that lost the thread **Scenario:** Work passed between first line, second line and a project engineer over email and instant messages. By the third handover, the reason for the original decision had been lost and the diagnosis started again. **Outcome:** Assignment, escalation and notes all live on the ticket. The current owner reads the record rather than reconstructing it, and the history is available in the review at the end of the quarter. ### Billing reconstructed from memory **Scenario:** Chargeable work was noted on a pad, typed into a spreadsheet at month end and invoiced from that. The gap between hours worked and hours billed was significant and nobody could account for it precisely. **Outcome:** Time is booked against the ticket at the desk, flagged billable or not, and exported to billing. The gap became visible, then became small. ## Figures - **No cap** Client organisations, at no per-client charge - **404** What a cross-tenant request returns - **Every route** Ships with an automated isolation test ## Frequently asked questions **How many client organisations can it handle?** There is no per-client limit and no charge per client organisation. The multi-client model is the centre of the design rather than a tier, and firms serving several hundred clients are within the intended range. **Can one client ever see another client’s tickets?** No, and we treat that as the single most important property of the system. Scoping happens at the data layer rather than in application filters, cross-tenant access returns a 404, and every route has an automated isolation test that must pass before it ships. **Does it integrate with our RMM?** Alerts can raise tickets through the API and webhooks, with the client and site resolved automatically. We would rather integrate with the RMM you have chosen than persuade you to change it. **Can tickets be linked to a project?** Yes. A ticket that turns out to be a piece of project work can be linked to the board it belongs to, so the work is visible in both places without being duplicated in either. **What reporting comes out of it?** Volume, ageing and response performance by client, site, service, category, priority and engineer, plus the same data feeding client service reviews and the profitability view. Scheduled reports arrive by email rather than waiting to be run. ## Related solutions - **Service Desk Software** - A real queue instead of a shared mailbox - incidents logged against the client, site and service they affect, with priority, ownership and time. https://cubemsp.co.uk/software/service-desk-software/shropshire/oswestry - **IT Service Management Software** - Incidents, requests, problems and knowledge handled consistently, with the service catalogue and the client record in the same system. https://cubemsp.co.uk/software/it-service-management-software/shropshire/oswestry - **MSP Software** - One system for clients, services, renewals, incidents, projects and reviews - built in the UK by a managed service provider. https://cubemsp.co.uk/software/msp-software/shropshire/oswestry - **Client Reporting Software** - Branded quarterly and annual service reviews assembled from the period’s real data - every figure computed, then narrated, never estimated. https://cubemsp.co.uk/software/client-reporting-software/shropshire/oswestry ## Elsewhere in Shropshire See https://cubemsp.co.uk/software/msp-ticketing-system/shropshire for MSP ticketing system across Shropshire. ## Contact - **Product:** CubeMSP - **Trading name of:** Cube Systems Limited (company number 17220899, ICO registration number ZC216972) - **Email:** hello@cubemsp.co.uk - **Sales:** sales@cubemsp.co.uk - **Support:** support@cubemsp.co.uk - **Telephone:** 01234 672 617 (+441234672617) - **Address:** Unit 11, Olney Business Park, Osier Way, Olney, Buckinghamshire, MK46 5FP - **Opening hours:** Monday to Friday, 9am to 5.30pm - **Part of:** Crushed Ice Group (https://crushedicegroup.co.uk)