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IT support software: ticket portals, assets & billing

IT support: tickets, assets and billing in one portal. Clients log it, you fix it, it's billed.

Requests arrive by phone, email, text and a tap on the shoulder at the client's office. The asset list is a spreadsheet nobody trusts and the ten-minute fixes never make it onto an invoice. We build ticket portals, asset registers and billing systems for IT support businesses that join up with your RMM and Xero, then we host them and look after them.

Tell us what's slowing you down →Try the live demo →Or call0423 011 252

Looking for IT support ticketing and asset software that actually fits how you work?

An IT support business sells time, keeps other people's tech alive and somehow has to prove both at the end of the month. Most shops run on an off-the-shelf PSA that's either too big and too dear for a small team or too basic to handle block hours, per-seat billing and onsite jobs. So the gaps get filled with an inbox, a shared spreadsheet and the senior tech's memory.

Wollopit builds IT support software around how your business actually runs. Clients log tickets in a portal that asks the right questions. Every device and licence sits in a register that keeps itself current from your RMM. Time is logged as you work, block hours count down where clients can see them and invoices land in Xero without a Friday afternoon of copying. We connect what you already rely on, build the bits your tools can't do and host the lot on our own servers.

01The problems

What we hear from IT support companies

Does your IT support business have these problems? Here's how we'd fix them.

Most IT support businesses we talk to are brilliant at fixing other people's systems and run their own on duct tape. It holds up fine until the busiest Monday of the month.

  • The problemRequests with no detailsAn email that just says 'internet's down again' with no device, no error and no callback number. The first twenty minutes go on working out who and what.
    How we fix itA client portal and email-to-ticket with smart forms. They pick the device from their own asset list, attach a screenshot and choose a priority before it reaches you.
  • The problemBillable time never loggedQuick fixes over the phone, a password reset in the car park and a remote session at 9pm. None of it makes the invoice.
    How we fix itA timer on every ticket, one-tap time entry from a phone and an unbilled time report you check before invoices go out.
  • The problemBlock hours argumentsThe client swears they can't have used 20 hours already and you're digging through emails to prove it.
    How we fix itPrepaid block balances shown live in the client portal, every entry itemised and alerts at 80% so the top-up conversation happens early.
  • The problemThe asset spreadsheet is fictionLaptops that left with ex-staff, printers nobody remembers and serial numbers typed in wrong two years ago.
    How we fix itAn asset register per client that syncs from your RMM, with location, user, purchase date, warranty and full ticket history on every device.
  • The problemRenewals sneak up on everyoneA domain lapses, an SSL certificate expires or a firewall subscription runs out and the client's website goes down on a Saturday.
    How we fix itA renewals calendar for domains, certificates, licences, warranties and subscriptions. Reminders go out early and a renewal quote is drafted for you.
  • The problemPer-seat billing driftsThe client added six Microsoft 365 users in March and you're still billing them for the old number in October.
    How we fix itLicence counts pulled from Microsoft 365 and your distributor, matched against what you bill, with mismatches flagged before invoicing.
  • The problemMonth-end invoicing takes daysRecurring fees, hourly work, hardware, licences and travel all pieced together from five places, then typed into Xero.
    How we fix itTime, recurring agreements, hardware and per-seat licences roll into draft invoices in Xero or MYOB, ready to check and send.
  • The problemUrgent tickets sit in the queueA server-down ticket came in at 7.45am and nobody saw it until the morning coffee was done.
    How we fix itPriority rules and SLA timers on every ticket, with SMS and Teams alerts when something urgent lands or is about to breach.
  • The problemOnsite jobs clashTwo techs booked across town at the same time and a client left waiting for someone who's stuck on the highway.
    How we fix itA dispatch board showing every tech's day, travel time between jobs and SMS updates so the client knows when you're on the way.
  • The problemNew starters arrive with no laptopHR emails on Friday afternoon that someone starts Monday. Nobody mentioned they need a laptop, a licence and access to the accounts drive.
    How we fix itNew starter and leaver forms in the portal with approvals, checklists that create the tasks and nothing missed when someone walks out the door.
  • The problemClient knowledge lives in one headOnly one tech knows how the dental clinic's router is set up and he's on leave in Bali.
    How we fix itClient documentation linked to each site and asset, with role-based access, change history and connections to IT Glue or Hudu if you use them.
  • The problemMonthly reports done by handCopying ticket counts and hours into a Word template for every managed client, every month.
    How we fix itMonthly client reports that build themselves: tickets, hours used, response times, assets due for replacement and upcoming renewals.
02What we build

Solutions

What we build for IT support companies. Usually all talking to each other.

Pick the one that's hurting most or join the whole lot up. Everything is built around how your team works, not the other way round.

01

Client ticket portal

Your logo, your domain. Clients log, track and reply to tickets and see their history, assets and hours in one place.

02

Email and phone to ticket

Support emails become tickets automatically. Phone calls logged in a few taps with caller details filled in from your phone system.

03

Time tracking

Timers on tickets, quick entries from a phone, billable and non-billable time and an unbilled time report before invoicing.

04

Block hours & contracts

Prepaid blocks, managed service agreements and what's included, with live balances and top-up alerts.

05

Asset registers

Devices, users, locations, serials and warranties per client, synced from your RMM with full ticket history per asset.

06

Renewals calendar

Domains, SSL certificates, licences, warranties and subscriptions with early reminders and renewal quotes drafted for you.

07

Licence reconciliation

Microsoft 365 and other per-seat counts matched against what you're billing so nothing slips through.

08

Billing into Xero or MYOB

Hourly work, recurring fees, hardware and licences rolled into draft invoices, with Stripe for card and direct debit payments.

09

SLA dashboard & alerts

Priority rules, response and resolution timers and SMS or Teams alerts before anything breaches.

10

Dispatch & tech scheduling

Onsite jobs on a shared board with travel time, tech availability and 'on my way' SMS for clients.

11

New starter & leaver forms

Client-side requests with approvals that turn into checklists for accounts, devices, licences and access.

12

Client documentation

Network notes, site details and procedures linked to assets, with access controls and change history.

13

Quotes & procurement

Hardware and project quotes clients approve online, with orders tracked from supplier to install.

14

Monthly client reports

Tickets, hours, response times, aging devices and upcoming renewals, sent to each client automatically.

15

A website that wins work

Fast, hand-built and set up to rank for 'IT support near me' and your area, with the client portal login front and centre.

03The systems

The big ones

Your whole help desk, on one system.

These are the systems IT support businesses ask us about most. Each one works on its own and they get properly useful when they're joined up.

Ticket portal

Tickets that arrive with the details already in them.

Clients log requests in a portal with your branding, by email or through a quick call your team logs in seconds. Smart forms ask the right questions up front so your techs start fixing instead of investigating.

  • Branded portal on your own domain
  • Email-to-ticket with threading
  • Smart forms by request type
  • Device picked from the client's assets
  • Screenshots and attachments
  • Priority and category rules
  • Client approvals for chargeable work
  • Internal notes clients never see
  • Ticket status updates by email and SMS
  • Satisfaction rating on close

Assets & renewals

Every device and licence, accounted for.

An asset register for every client that keeps itself current from your RMM. Warranties, licences, domains and certificates all sit on one renewals calendar so nothing lapses on a weekend.

  • Asset register per client and site
  • Synced from your RMM
  • User, location, serial and purchase date
  • Ticket history on every device
  • Warranty expiry tracking
  • Domain and SSL renewals
  • Licence and subscription renewals
  • Reminders to you and the client
  • Renewal quotes drafted automatically
  • Devices due for replacement report

Time & contracts

Every minute logged. Every block hour visible.

Time gets logged against tickets as the work happens, from the desk or the car park. Block hours and managed agreements count down live so clients see exactly where their hours went and top-ups stop being awkward.

  • Timers on every ticket
  • One-tap time entry on a phone
  • Billable and non-billable time
  • Prepaid block hour balances
  • Managed service agreements and inclusions
  • Live balances in the client portal
  • Top-up alerts at 80% and 100%
  • After-hours rates applied automatically
  • Unbilled time report
  • Tech utilisation at a glance

Billing

Month end in an hour, not a weekend.

Hourly work, recurring fees, hardware and per-seat licences all roll into draft invoices in Xero or MYOB. Licence counts are checked against what you bill so the client who quietly added six users actually pays for them.

  • Draft invoices straight into Xero or MYOB
  • Recurring agreements billed on schedule
  • Hourly work pulled from tickets
  • Hardware and project invoices
  • Microsoft 365 seat counts reconciled
  • Mismatches flagged before sending
  • Stripe for card and direct debit
  • Overdue reminders sent automatically
  • Itemised time attached to invoices
  • Revenue per client report

SLAs & reports

Nothing urgent sits in the queue. Clients see the proof.

Priority rules and SLA timers mean a server-down ticket gets noticed in seconds, not after morning coffee. At month end each client gets a report showing what you fixed, how fast and what's coming up.

  • Response and resolution timers
  • Priority rules by client and agreement
  • SMS and Teams alerts for P1 tickets
  • Escalation before a breach
  • After-hours on-call roster
  • Dispatch board for onsite jobs
  • Monthly client reports sent automatically
  • Hours, tickets and response times
  • Aging devices and upcoming renewals
  • Your own dashboard across every client
04How it changes

Before and after

A Monday ticket queue, wolloped.

Here's how a busy Monday morning could change. Every IT support business is different, so we map yours first.

Before

  1. Voicemails, emails and texts piled up over the weekend
  2. Ring each client back to find out what's actually wrong
  3. Search the spreadsheet for which laptop they mean
  4. Fix it and forget to write down the time
  5. Client asks how many block hours they've got left
  6. Invoice goes out light at month end

After

  1. Weekend requests already sorted into tickets by priority
  2. Each one arrives with the device, error and screenshot
  3. Asset history is right there on the ticket
  4. Time logged on the ticket as you work
  5. Client checks their own balance in the portal
  6. Every minute lands on the draft invoice in Xero
05Services

Everything under one roof

Software, websites and systems for IT support companies.

Whether you're starting fresh or upgrading what you've got, it's one team from the first sketch to the support call.

Custom software for IT support companies

Built around how your IT support business actually runs: client ticket portal, email and phone to ticket and the admin in between, in one system you own.

Websites for IT support companies

Fast, hand-built websites that rank for the searches your customers make and turn visits into enquiries, bookings or orders.

IT support business system upgrades

Running on spreadsheets, old software or a platform you've outgrown? We move your data across and upgrade in stages so the business never stops.

Apps and portals for IT support companies

Time tracking and block hours & contracts: customer and staff portals that work on any phone without an app store.

Integrations and automation

We connect Xero, MYOB and Stripe so information moves on its own and nobody retypes it.

Hosting, support and care

Managed hosting, updates, backups and security for your IT support business, looked after by the people who built it.

06Integrations

Connections

Plays nicely with what you already use.

We connect to the RMM, PSA and accounting tools you rely on, build around the platforms you're happy with and replace the ones holding you back.

  • Xero
  • MYOB
  • Stripe
  • Microsoft 365
  • Microsoft Teams
  • Google Workspace
  • NinjaOne
  • Datto RMM
  • N-able
  • ConnectWise
  • Autotask
  • HaloPSA
  • Syncro
  • Atera
  • IT Glue
  • Hudu
  • Pax8
  • 3CX
  • Twilio SMS
  • HubSpot
07How we work

The process

Some people dip their toe in. We turn up in a rebreather.

We get properly below the surface of your IT support business: the systems, the busy days and the jobs everyone hates. Then we fix the bits that matter most first.

  1. 01

    Think

    We sit with your techs and whoever does the invoicing, follow a few tickets from first call to paid invoice and find where the time and money leak out.

  2. 02

    Archi-tech

    We plan it before writing code: your clients, agreements, assets, RMM and PSA connections, billing rules, hosting and cost.

  3. 03

    Build

    Real engineering, shown to you early and often. Usually the most painful bit first, like time capture or billing, so you see a win by next month end.

  4. 04

    Look after

    We host it, maintain it and keep improving it. When something breaks you call the people who built it, which makes a nice change from being the one who gets the call.

08Questions

FAQ

Things IT support companies ask us.

Something else on your mind? Ring 0423 011 252 and ask the people who'd build it.

Can it connect to our RMM or PSA tools?

Usually, yes. We connect to platforms like NinjaOne, Datto RMM, N-able, ConnectWise, Autotask and HaloPSA where their APIs allow, then build what they can't do.

We already use a PSA. Do we have to switch?

No. If your PSA is doing its job we build around it, adding the client portal, renewals, licence checks or reports it's missing. If it's holding you back we'll show you what replacing it would involve before anything changes.

Can the client portal have our branding?

Yes. It runs on your domain with your logo and colours, so clients see your business, not ours.

Can clients see their own assets and block hours?

Yes, if you want them to. You choose what each client can see, from open tickets to device lists, hours used and upcoming renewals.

Can it check Microsoft 365 licence counts against what we bill?

Yes. We can pull seat counts from Microsoft 365 and your distributor where they allow it, then flag any client whose invoice doesn't match.

How much does an IT support system cost?

It depends on what you need, so we quote up front once we understand it. No surprise invoices, no lock-in and you own what we build.

How long does it take?

Smaller jobs like a client portal or renewals calendar can be quick. Bigger systems are planned in stages so you get the first win early instead of waiting for everything at once.

How do you keep client data secure?

Role-based logins, audit logs and regular updates are built in from day one. We'll talk through your security needs during planning and design around them.

Who looks after it once it's built?

We do. We host it on our own managed servers and keep it updated and secure. When you need something you ring the people who built it.

We already have systems. Can you upgrade them instead of starting again?

Usually, yes. Most IT support companies we work with keep what's working and upgrade the rest in stages. We move your data across, connect the old and new while we switch and retire the old system only when the new one is proven.

Contact

Got an IT support business problem? Consider it wolloped.

Tell us what's slow, broken, manual or missing. You don't need a spec, just describe what's going on.

Call0423 011 252 Emailprojects@wollopit.com.au
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