Dashboard Overview

The Dashboard is the first thing you see after signing in (left nav → Dashboard), and it's your at-a-glance health check for the whole tenant — onboarding progress, device status, ticket throughput, and a per-customer breakdown. Here's what every block means and how to read it.

Get Started (onboarding checklist)

At the top, the Get Started panel tracks your initial tenant setup. Each row is a setup step with a status badge and an action button:

Customers Setup — create and configure your customer structure (Add Customer).
Device Management — connect and monitor your fleet (Add Device).
Company & Team — invite team members and set up roles (Invite Users).
SSO Configuration — link Microsoft 365, Google Workspace, or another identity provider (Add SSO IdP, or Skip Step).
Knowledge Base — access documentation and learning resources (Knowledge Base, or Skip Step).

Completed steps show a COMPLETED badge. Once you're set up, hit Skip Onboarding (top right of the panel) to clear the checklist out of the way. Steps you can put off offer a Skip Step button.

Devices Overview

Your whole fleet's health in one place — a headline count (e.g. 224 Devices in Total) and two donut cards:

ONLINE — count and percentage of devices currently connected.
OFFLINE — count and percentage not currently reporting in.

It's a quick read on overall connectivity. If that offline percentage looks high, head to the Devices page to dig in.

Tickets Overview

Your PSA/ticket activity at a glance — a headline total (e.g. 492 Tickets in Total) and four cards:

Active Tickets — open tickets and their share of the total.
Resolved Tickets — closed tickets and percentage resolved.
Avg. Resolve Time — average time to resolution (HH:MM:SS).
Avg. FAE Rate — average rating score (e.g. 0/5).

Use it to keep an eye on support load and how fast you're turning tickets around.

Customers Overview

A per-customer breakdown, with a headline count (e.g. 7 Customers in Total). Each customer gets a row/card showing:

Customer logo/initials and name (plus website if set).
Device count for that customer.
Online Devices — count and percentage.
Offline Devices — count and percentage.

Handy for spotting which clients have connectivity problems without leaving the dashboard. For the full picture, open the Customers page.

Tips

The Dashboard is read-only — it's a summary view. Drill into Devices, Tickets, or Customers when you need to actually do something.
Percentages are relative to each section's total (the whole fleet for Devices Overview, per-customer for the cards in Customers Overview).
If onboarding steps still show after setup, use Skip Onboarding to hide the panel.

Frequently Asked Questions

MSP AI Agents

Can AI Agents Really Close Tickets Without a Technician?

Yes. In production MSP shops today, 10% to 25% of tickets close before a human opens them. Thread alone has processed 173 million tickets across 750-plus MSP partners at 96% triage accuracy, handing back 490,000-plus technician hours. Agents own the low-risk, high-volume work (password resets, MFA enrollment, known installs, onboarding and offboarding) and flag anything that touches production data or needs judgment for a human to take.

How Much Can AI Agents Save an MSP?

On a five-person desk, reported deployments show $78,000 to $130,000 in annual direct labor savings, roughly 30% fewer escalations, and 15% to 20% better SLA compliance. Broader MSP adoption data adds ticket handling time cut by 45% and five to 12 points of margin, all from reclaimed capacity rather than headcount cuts.

AI MSP

Which Tasks Should an MSP Automate First?

Automate high-volume, low-risk tasks first. Ticket triage and alert noise reduction top the list because they run constantly and a human still resolves the underlying issue. Save security approvals, billing changes, and client-facing actions for later, always with a human in the loop.

About OpenFrame

What's included in OpenFrame? Does it integrate with my existing tools?

OpenFrame isn't built to plug into your stack. It replaces it. Instead of duct-taping a dozen tools together (RMM, MDM, SIEM, patching, remote access, each its own login and bill), we bundle it into one unified platform: RMM, MDM, monitoring, automation, remote access, patch management, security monitoring, and ticketing, plus built-in AI copilots. So "does it integrate with X?" usually means: you won't need X anymore.

IT Documentation

What Is Hudu Used For?

Hudu is IT documentation software that MSPs and internal IT teams use to centralize client documentation, network details, encrypted passwords, IT assets, and SOP runbooks in one searchable platform, so technicians find what they need without digging through scattered files.

How Much Does Hudu Cost?

Hudu costs $27 per user per month billed annually, or $30 monthly. Every plan includes all features, unlimited companies, integrations, API access, and SSO, with no user minimum and no setup fee. A 14-day free trial is available.

Getting Started

What is “What I Shipped”?

“What I Shipped” is your monthly highlight reel. Each month you can post the work you're proud of — a feature, a document, a deal, a fix — with a short write-up and media. It's visible to the whole team, so everyone can see the impact you're making.

Content Operations

What Is a Single Data Model for Content?

A single data model is one structured record that captures everything about a content idea - the core argument, the audience and its pain point, the proof points, the platform destinations, and the grading criteria - before anything gets written for distribution. Every output (LinkedIn post, blog article, short-form video, email) is a transformation of that one source record, so changing the source lets you regenerate every downstream format.

MSP Backup Tools

Is Acronis Cyber Backup The Same As Acronis Cyber Protect?

Yes. Acronis retired the Cyber Backup name and folded that backup engine into Acronis Cyber Protect. The service-provider edition MSPs sell is Acronis Cyber Protect Cloud, which adds anti-malware, patch management, and endpoint management to the original image-based backup under one agent.

IT Glue Review

Is IT Glue Worth It for MSPs?

For established MSPs already running Kaseya, Autotask, or Datto RMM, yes. IT Glue is mature, deeply integrated, and highly rated at 4.6 on G2. Smaller shops often find the five-user minimum and onboarding fee push the cost past the value.