Onboarding for existing PSA clients

When PSA is activated for your account, you must onboard existing PSA clients in order to correctly bill and process their service requests.

PSA currently supports direct partner and customer tenants, and partner and customer tenants located under folder tenants. Tenants under a folder are managed the same way as direct partner and customer tenants, and all are available for selection in all PSA features. For more information, see Managing tenants.

To ensure you have PSA configured correctly for your existing clients, do the following:

If your clients are partner tenants, you cannot view the clients or client billing data managed under these partner tenant accounts. However, you can convert partner tenants to folder tenants to enable PSA with the transparency required to bill a partner's tenants.

For more information, see Converting a partner tenant to a folder tenant and vice versa.

Similarly, for any defined folder tenants, you can view the billing data for each customer or partner tenant under a folder tenant. However, in PSA reports, you cannot view the aggregated billing data or service desk report data when selecting a folder tenant, as these tenants do not appear in the PSA customer list (for example, when selecting a customer for a report preview).