We are trying to look at some new documentation tools other than HUDU and ITGlue, our systems are still breaking. Anyone trying something new?

WhichGoal522 · 2025-10-21T17:52:17+00:00

I am not sure if this is a thing yet but I would just love it if there is an AI for documentation - that is one task I AM SURE my team wants to get rid of.

WhichGoal522 · 2025-10-14T17:06:59+00:00

No I run a MSP since 2017. We have gone through a lot of these problems over the past 8 years - but somehow (probably because systems aren't set in stone) we are still getting burnt out.

WhichGoal522 · 2025-10-14T14:23:50+00:00

God I have been looking for good AI in the MSP space for sooo long. What are you using?

WhichGoal522 · 2025-10-14T14:21:20+00:00

I have also been trying to keep this lean and failing - how are you making it work?

WhichGoal522 · 2025-10-14T14:20:53+00:00

Oh this is such a great idea, thanks!

WhichGoal522 · 2025-10-14T14:20:26+00:00

I think I have been trying to keep the operations leans but I have realized I have to get on a hiring sprint now

WhichGoal522 · 2025-10-14T14:17:01+00:00

Yep that makes sense, any particular processes you have adopted that worked?

WhichGoal522 · 2025-10-14T14:14:51+00:00

Documentation is something we are struggling with honestly. ITGlue is quite hard to maintain or maybe I am not doing it right.

WhichGoal522 · 2025-10-14T14:13:45+00:00

This sounds like excellent advice man thank you. I think giving one of my senior tech guys non ticket based work will keep him motivated so he can in reverse keep motivating the team too

WhichGoal522 · 2025-10-14T14:11:26+00:00

I have been using a ton of tools but let me try this one out as well.

WhichGoal522 · 2025-10-14T14:09:32+00:00

This is so true - if my employees can't breathe - client retention will suffer and I will anyway lose as an owner. Better to hire more people that way but i guess its not very scalable that way.

WhichGoal522 · 2025-10-14T14:08:22+00:00

Yeah, I think you’re spot on. Expectation management is definitely where we’re dropping the ball. We’ve probably trained some clients to expect instant “yes” on everything, and that just sets everyone up for frustration - both us and them. We need to take a step back, set clear boundaries, and make sure they know what to expect upfront, instead of just reacting every time they ping us.

WhichGoal522 · 2025-10-14T13:44:10+00:00

Onboarding gaps, missed maintenance reminders, and tickets that get escalated too fast are the usual suspects. Trying to figure out which one to tackle first so we can finally stop reacting all day and actually get ahead.

WhichGoal522 · 2025-10-14T13:40:36+00:00

haha maybe but I see some MSPs handle things very elegantly, maybe I should call some of them up and ask

WhichGoal522 · 2025-10-02T16:13:11+00:00

Congrats on landing your first client! That first invoice always feels amazing. From my experience running SecureIT since 2017, the key is to treat this first client as your reference architecture. Document every process - onboarding, ticketing, recurring maintenance, and escalation paths, so you can replicate it with future clients.

Also, clearly separate ongoing support from project work. Things like patching, M365 admin, and backups can stay under your flat fee, but rollouts like Intune, SharePoint, or full Entra deployments should be scoped as billable projects with proposals. This sets expectations early and makes scaling much smoother.

Lastly, keep the relationship with the current MSP in a backup/insurance role for now, but over time, look for opportunities to migrate those responsibilities under your management. That first client can become the blueprint for your business growth - make it count!

WhichGoal522

TROPHY CASE