Specific jobs, specific workflows

Orbit's templated onboarding workflows give MSPs and service teams a repeatable client-onboarding playbook.

Orbit handles handoffs between sales, delivery, support, and AM — with context bundles and acknowledgment.

Orbit's AI-summarized client histories and shared queues let new technicians ramp fast on existing accounts.

Standardize handovers between teams, shifts, and tiers with templated checklists attached to the work itself.

Reduce ticket volume by surfacing knowledge base answers, automated responses, and self-service workflows.

Manage SLAs at client, agreement, and ticket level — with live counters, escalation triggers, and reporting.

Orbit handles on-call routing, paging, escalation, and day-shift handoff for after-hours service teams.

Orbit converts monitoring alerts into structured tickets, routes them to the right tech, and tracks resolution against SLA.

Configure escalation paths by team, severity, and SLA — with context that carries forward on every handoff.

Orbit's inbound routing tags and assigns tickets on creation — by sender, content, client, or SLA tier.

Orbit flags or merges likely-duplicate tickets at intake — based on sender, subject, and content matching.

First response time (FRT) is one of the most-watched support metrics. Here's how Orbit measures it, and why the definition matters.

Mean time to resolution (MTTR) is a critical support metric. Orbit's MTTR excludes waiting-on-client time and gives an honest measure.

Define service tiers with different SLAs, scopes, and pricing in Orbit — and make sure the team delivers what each tier promises.

Orbit turns backup monitoring alerts into structured tickets with deduplication, routing, and SLA tracking — so backup issues actually get fixed.

Orbit tracks vendor escalations against client tickets — with follow-up cadence, vendor SLA performance, and audit trail.

Orbit handles quote drafting, approval routing, and conversion to delivery — without stalling pipeline.

Orbit's billing-reconciliation flow ties time entries, agreement scope, and Stripe payments into one reconciled view.

Orbit tracks monthly recurring revenue from agreements automatically — with renewal, churn, and expansion attribution.

Orbit's renewal radar surfaces upcoming agreement renewals with the right lead time — before they become urgent.

Orbit captures pass-through expenses, mileage, and parts against the right project or client — flowing to invoices automatically.

Orbit shows revenue per client across recurring, project, and one-off — sortable, trendable, exportable.

Orbit calculates margin from revenue minus tracked cost — by client, project, agreement, or service line.

Orbit flags work that falls outside agreement scope and routes it through approval or change-order workflow — so out-of-scope work gets billed.

Orbit's monthly billing close ties time approval, agreement billing, Stripe payment, and accounting sync into one workflow.

Track Microsoft 365 license counts and renewal dates per client in Orbit — surfaced with lead time so renewals happen on purpose.

Orbit's mobile-friendly time entry, approval workflow, and bulk-edit tools make timesheets actually doable.

Orbit's utilization reports show billable, non-billable, and internal time per technician — informing capacity and staffing.

Orbit's capacity-aware views and dispatch tools help service managers balance workload across the team.

Orbit gives MSP owners and service leaders portfolio-level reporting — health, revenue, capacity, and SLA across every client.

Orbit captures a defensible audit trail for every ticket, change, and client interaction — exportable on demand.

Orbit's project workspace shows live status, planned vs actual, and risk — so reporting is a click, not a meeting.

Run a 15-minute daily service-team standup using Orbit's live queue, SLA radar, and per-tech workload views — no slide decks required.

Orbit pulls SLA performance, ticket volume, satisfaction, and revenue data into ready-to-present QBR exports for every client.

Orbit's trend analysis surfaces recurring ticket patterns by category, client, and time — informing staffing, automation, and product feedback.

Orbit captures every client interaction — calls, emails, meetings, tickets, invoices — on one timeline.

Orbit's pipeline forecast view combines stage probability, owner judgment, and historical conversion to give you a defensible number.

Orbit's churn-risk model uses ticket trends, response signals, and engagement data to flag at-risk accounts.

Orbit collects per-ticket CSAT and per-engagement ratings — feeding directly into account health, technician coaching, and renewal conversations.

Capture ticket resolutions as KB articles in one click. Orbit's knowledge capture compounds the team's expertise.

Tuesday AI summarizes imported meeting transcripts into structured highlights, decisions, and action items.

Tuesday AI drafts responses to tickets based on history and KB — techs review and send instead of writing from scratch.