The help desk for managed service providers
Several clients, many systems, response times you have signed for: rapidFOX keeps your IT support separated and traceable – with an SLA per client and data protection you can point at.
An MSP does not have one support queue, it has one per client – with different agreements, different contacts and different expectations. What breaks first is not the tooling but the boundary: a request from one client answered with another client's context. rapidFOX makes the boundary structural.
What an MSP help desk has to get right
Requests from a dozen clients arrive in one mailbox.
Every email is matched to its company automatically by sender domain. The list is sorted by client from the first minute, without anybody tagging anything.
Each client has different response times in the contract.
SLA classes are defined once and assigned per client, with a default for everyone else. A traffic light shows what is close and what has passed – before the client points at it.
A technician leaves and takes the context with them.
The history stays on the ticket: what was tried, what worked, who agreed to what. The knowledge base turns the recurring ones into articles the AI offers on the next similar case.
At renewal nobody can show what was delivered.
Time per ticket, marked billable where it applies, exported as a monthly summary. Clearance rate and SLA rate come from real tickets, not from a slide.
Why rapidFOX for managed service providers
Servers in Germany
Your data is stored and processed in Germany.
Local AI, no data leaving
The AI assistant runs on your own server – ticket content is never sent to an external AI service.
GDPR compliant, no extra tools
Tenant separation, export and deletion functions and a data processing agreement are built in.
A fair fixed price per seat
One clear price per booked seat – no feature ballast, no hidden add-ons.
Ready to use without training
An uncluttered interface with a guided start – expensive training is not needed.
Email connection included
Connect your existing support mailbox – enquiries turn into tickets automatically.
A local AI – with no data leaving
The rapidFOX AI assistant runs on your own server: drafting replies, shortening them, turning notes into full messages and suggesting solutions – ticket content is never sent to an external AI service. On or off whenever you like, and a person always approves.
Common questions
Can each client have its own support address?
Yes. Any team can have its own mailbox, so mail to support@clientname lands with the right team and replies go back out from that address.
How are the SLA agreements handled?
You define SLA classes with a response and a resolution time and assign a class per company. Everyone without one falls back to the standard class.
Can technicians only see their own clients?
Yes, through teams: each team sees only its own tickets. Administrators see everything, and tickets without a team stay visible to all.
Is the AI safe to use with client data?
The model runs on the same server as the tickets. Content is not sent to an external AI service, which is what makes it defensible in a client contract.
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