Tag: IT provider workflow

Collaboration across company boundaries is often harder than it should be. A customer reports an issue in one portal, the IT provider works it in another, and the handover quickly becomes a mix of forwarded emails, copied ticket text, missing attachments and unclear status updates.

Nexum Collaboration is designed to make that handover cleaner for MSPs, IT providers and customers who both use Nexum PSA. It gives two independent Nexum installations a controlled way to work together on selected tickets without combining databases or exposing internal operational data.

What Nexum Collaboration does

Nexum PSA collaboration connects two separate Nexum PSA installations through an explicit relationship. One portal can act as the customer-side Nexum, while the other can act as the provider-side Nexum.

When the relationship is configured, the customer-side portal can escalate selected tickets to the provider-side portal. The provider receives the escalated ticket under the correct client, so the work lands in the right operational context instead of arriving as a disconnected email or manual copy.

The goal is simple: keep each organization in control of its own service delivery workflow, while giving both sides a clearer shared channel for the parts of the ticket that should move across the boundary.

Example: a customer escalates an issue to their IT provider

Imagine a customer that runs its own Nexum PSA portal for internal IT requests. One of its users reports an issue that needs help from an external provider. Instead of copying the ticket into email, the customer can escalate that specific ticket through the configured Nexum relationship.

The provider receives the issue inside its own Nexum portal, connected to the right client record. The provider team can triage, assign and work the ticket using its own queues, permissions and processes. Public replies can then sync back to the customer-side ticket, keeping the requester informed without giving either side unnecessary access to the other’s portal.

What can sync between portals

The relationship can sync the customer-facing parts of the ticket workflow that both sides need to collaborate effectively:

• Selected tickets escalated from the customer-side Nexum to the provider-side Nexum.
• Public replies, which can sync in both directions.
• Ticket status updates, using configured status mapping between the two portals.
• Attachments, when the relationship policy allows attachment sync.

Status mapping is important because two organizations may not use identical ticket stages. One portal might use a status such as Waiting for provider, while the other uses In progress or Waiting for customer. Mapping lets each side keep its own workflow language while still sharing useful progress updates.

This also fits the broader Nexum approach to automation and integrations: sync should reduce repeated work without forcing every organization into the same internal process.

What stays private

Nexum Collaboration is not a shared database, a tenant merge or a shortcut into another company’s PSA. Each Nexum installation keeps its own database, users, permissions, workflows and private data.

By default, internal operational records stay internal. That includes internal notes, time entries, costs, margins, assignments, credentials and internal documentation. The relationship is built around selected sync behavior, not broad portal access.

This distinction matters for MSP collaboration because providers need to coordinate with customers without exposing commercial details, internal work notes or service desk structure. Customers also need visibility into their escalated issue without inheriting the provider’s internal ticket system.

Why this matters for MSPs and customers

For MSPs and IT providers, Nexum Collaboration can reduce duplicate ticket entry and make customer escalations easier to track. The provider can receive work in its own PSA portal, under the right client, with the right workflow controls. The result is a cleaner IT provider workflow for work that crosses company boundaries.

For customers, it creates a clearer escalation path. They can keep using their own PSA portal for intake, visibility and follow-up, while still collaborating with the provider when an issue needs outside help.

For both sides, the value is less manual coordination. Public communication, status movement and allowed attachments can follow the ticket instead of being retyped, forwarded or reconciled after the fact.

Security and auditability

The security model is based on scoped relationships rather than broad system access. Communication uses scoped tokens, signed webhooks and sync links so each portal can identify the relationship, verify incoming updates and connect the correct mirrored records.

Audit logging records sync activity, and health status makes it easier to see whether the relationship is working as expected. This gives administrators a practical way to monitor the connection instead of treating ticket sync as a hidden background process.

Just as important, this is not an SSH-based integration. The collaboration capability is designed as an application-level Nexum-to-Nexum relationship, with explicit configuration and policy controls.

Looking ahead

The same relationship model also creates room for optional advanced use cases, such as selected non-internal documentation and knowledge sharing when those capabilities are explicitly enabled. The principle remains the same: share what is useful for collaboration, keep internal material private unless policy says otherwise.

Nexum Collaboration is now part of the product direction for teams that need secure ticket sync across organizational boundaries. MSPs, IT providers and customers evaluating this workflow can review the security and control, service delivery and support areas of Nexum PSA, or compare the available plans.