Client Success
Client Success brings Client Health, Financial Reporting and Account Readiness together under one MSP Tools sidebar entry. Each view is a tab.
Each tab keeps its own permission, so you see only the tabs your role allows. Client Success opens on the first tab you can use. Saved links and bookmarks to the Client Health, Financial Reporting, Revenue Trends and Account Readiness pages still work and open the matching tab. Searching those names with Cmd+K or Ctrl+K also opens the matching tab.
Explain a tab with AI analysis
The Health, Financial and Readiness tabs each have an AI analysis button in the table toolbar. It explains why the tab’s numbers are what they are for the companies you have selected, and on Financial, for the period you chose.1
Open AI analysis
Select the companies in the company selector, then click AI analysis. The panel shows the last analysis for that selection, if there is one.
2
Click Analyze
Click Analyze, or Analyze again for a fresh run. It usually takes under a minute, and you can leave the page. When AI credits are on, the panel shows about how many credits a run uses first.
3
Read the Overview tab
Overview shows a headline, Patterns across companies and Advice for all companies.
4
Read the Companies tab
Companies has a section for each company the analysis names, with its findings marked Risk, Opportunity or Note. Why lists the causes behind each finding, and What to do lists that company’s recommendations.
5
Send a recommendation to the Planner
Click Add to Planner on a company’s recommendation. It becomes a Planner item for that company, hidden from clients until you share it. The button then reads Open in Planner.
Choose a tool
Client Health
Find at-risk companies and see the evidence behind each score across eight dimensions, on the Health tab of Client Success.
Ticket Trends
Run an AI analysis of ticket history and turn recommendations into Planner work.
Standards
Track which required tools and practices each company has deployed.
Financial Reporting
Compare revenue, support effort and seat economics on the Financial tab, and review monthly revenue on Revenue Trends.
Account Readiness
Track how completely each client is set up and who owns each gap, on the Readiness tab of Client Success.
Emergency Broadcast
Send urgent notices to your clients.
Before you start
- You need an MSP staff account. Company users do not see MSP Tools.
- Each tool has its own permission. In Settings > Users & Roles, the role editor has an MSP Tools section with one entry per tool. Access to one tool does not give you the others, or their settings.
- If a tool is missing from the sidebar, or a tab is missing from Client Success, ask an administrator to check your role and that the feature is on for your tenant.
- Connect the integrations you use and map their companies. You do not need every integration. See Integration Company Mapping.
Start a client review
1
Choose the company scope
Use the company selector at the top of the app.
2
Open Client Health
Open MSP Tools > Client Success and select the Health tab. Review risk levels and Limited data, then open a company to see its dimensions.
3
Check service demand in Ticket Trends
Open MSP Tools > Ticket Trends for demand, resolution or backlog questions. Check Last analyzed and the underlying tickets before you act on a recommendation.
4
Check deployment gaps in Standards
Open MSP Tools > Standards to find required checks that are not deployed.
5
Check account economics
Open MSP Tools > Client Success and select the Financial tab. If a metric has a gap, check the revenue categories and seat profiles in settings.
6
Record follow-up work
Create a Planner item or use your usual account process. Reading a score or recommendation assigns nothing.
Where each tool gets its data
Client Health combines these into eight dimensions: Service Quality, Engagement, Financial, Sales, Projects, Standards, Environment and Operational. Missing or stale evidence lowers coverage. It never counts as healthy.
Financial Reporting grades compare revenue and support measures. They are not accounting profit. Ticket Trends forecasts are estimates.
Change the settings behind each tool
Settings pages save in different ways. Some use a header Save Changes, some save each change, and some save per company. Read the settings guide first.
When the data refreshes
- Client Health publishes a full scorecard every day at 2:00 AM UTC. Refresh Scores requests a new one for your whole tenant, even when one company is selected. The last complete scorecard stays visible while it runs.
- Ticket Trends builds its weekly numbers every Monday. Its AI analysis is a saved result. Check Last analyzed. A successful analysis can be re-generated once a week.
- Financial Reporting rebuilds monthly figures every night and after you save settings.
- Standards statuses change when you change them in the matrix.
Troubleshooting
Frequently asked questions
Which tool should I open first?
Which tool should I open first?
Start with Client Health to find the accounts that need attention. Then use Ticket Trends for service issues, Standards for deployment gaps and Financial Reporting for account economics.
Do I need every integration?
Do I need every integration?
No. Each tool uses the evidence it can find. Check which sources your question needs.
Does Limited data mean a company is healthy?
Does Limited data mean a company is healthy?
No. It means Client Health does not have enough evidence for a score.
Does one refresh update all the tools?
Does one refresh update all the tools?
No. Each tool refreshes on its own schedule.
Do recommendations create follow-up work by themselves?
Do recommendations create follow-up work by themselves?
No. You create the work. Ticket Trends can add selected recommendations to Planner after a preview.