> ## Documentation Index
> Fetch the complete documentation index at: https://docs.regentra.io/llms.txt
> Use this file to discover all available pages before exploring further.

# PSA Module Overview

> Professional Services Automation for MSPs — ticketing, SLA management, time tracking, invoicing, knowledge base, and AI-powered support.

Regentra's PSA module gives MSPs a unified service desk built for multi-tenant operations. Manage tickets, track time, enforce SLAs, and invoice clients — all from a single platform that ties directly into your compliance workflows.

## Core capabilities

<CardGroup cols={3}>
  <Card title="Ticketing" icon="ticket" href="/psa/tickets">
    Multi-channel ticket intake from email, portal, live chat, and SMS. Board and list views with full lifecycle tracking.
  </Card>

  <Card title="SLA Management" icon="clock" href="/psa/sla-policies">
    Priority-based response and resolution targets with automatic breach detection and escalation rules.
  </Card>

  <Card title="Time Tracking" icon="stopwatch" href="/psa/time-tracking">
    Log billable and non-billable time against tickets. Approval workflows feed directly into invoice generation.
  </Card>

  <Card title="Knowledge Base" icon="book" href="/psa/knowledge-base">
    Build a searchable article library. Resolved tickets prompt KB article creation. AI drafts use KB content for context.
  </Card>

  <Card title="Customer Portal" icon="browser" href="/psa/portal">
    Branded, white-label support portal for each client. Ticket submission, live chat, KB access, and asset visibility.
  </Card>

  <Card title="Reports" icon="chart-bar" href="/psa/reports">
    Technician scorecards, client service reports, and service desk overviews with PDF export.
  </Card>
</CardGroup>

## 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 |

<Tip>
  Use the dashboard to spot SLA risks early. Tickets approaching their response deadline appear in the **At Risk** state before they breach.
</Tip>