Core capabilities
Ticketing
Multi-channel ticket intake from email, portal, live chat, and SMS. Board and list views with full lifecycle tracking.
SLA Management
Priority-based response and resolution targets with automatic breach detection and escalation rules.
Time Tracking
Log billable and non-billable time against tickets. Approval workflows feed directly into invoice generation.
Knowledge Base
Build a searchable article library. Resolved tickets prompt KB article creation. AI drafts use KB content for context.
Customer Portal
Branded, white-label support portal for each client. Ticket submission, live chat, KB access, and asset visibility.
Reports
Technician scorecards, client service reports, and service desk overviews with PDF export.
Key features
- AI-powered draft replies — Regentra generates suggested responses using ticket context and your knowledge base (RAG). Technicians review and send with one click.
- Live chat — Real-time support through the customer portal, with conversations that convert to tickets automatically.
- Asset management — Devices synced from Entra ID and Level.io RMM appear on tickets and in the portal.
- Invoicing — Generate invoices from approved time entries and collect payment through Stripe.
Dashboard metrics
The PSA dashboard provides a real-time snapshot of your service desk:| Metric | Description |
|---|---|
| Open tickets | Tickets awaiting initial triage or assignment |
| In progress | Tickets actively being worked by a technician |
| SLA breached | Tickets that missed their response or resolution target |
| CSAT score | Average customer satisfaction rating across closed tickets |