Last updated: 2023-07-17

Source: https://support.freshservice.com/support/solutions/articles/206585-how-to-switch-your-freshservice-service-desk-to-msp-and-back-

If you are a Managed Service Provider (MSP), you can use your Freshservice account to manage your clients and the services you provide.

Switching your service desk to MSP mode:

When you switch to the MSP mode, you can create _multiple_ portals for your clients, each with a unique URL and a customized interface. You can also set up dedicated support email addresses for them.

Besides, the following integrations will also be available for your account:

  • SugarCRM

    • To enable MSP mode,

    1\. Log in to your Freshservice account as an Admin.

    2\. Go to the Admin -\> Account Settings -\> AccountMode

    ``` NOTE: Given that MSP mode does not support Business agent license, the 'Account Mode' option will not be available in your account, in case you have added a Business agent license. ```

    3\. Change your account to MSP mode by selecting the Managed Services option.

    When you make the switch, " Departments" is renamed to " Company" and " Requesters" is renamed to " Customers" for all intents and purposes.

    Switching back to the Service desk mode

    You can switch back in a similar way by going to Admin→ Account Settings →  Account Mode and selecting the Employee Support option.

    Warning:

    When you switch from MSP mode to service desk mode, you _lose_ the following information.

  • If you have created multiple portals for your clients, they will be deleted permanently.
  • All the integrations you made with Google Analytics, Salesforce, SugarCRM or Google Contacts will be lost.
  • All the support email addresses assigned to companies will be removed.

    • Besides, " Company" and " Customers" will be renamed back to " Departments" and " Requesters" respectively.