Early Access Program (EAP)

Early access to Service Desk requires the PSA free features setting to be enabled for your account. This is required even if you have disabled billing.

Service Desk is available only in Cyber Console, where it is enabled by default for all partners, both direct and indirect. You do not need to activate it.

PSA remains available in Management Portal. You can use PSA in Management Portal and Service Desk in Cyber Console at the same time.

When you first open Service Desk, a banner prompts you to set up Alert automation.

If the PSA free features setting is turned off, Service Desk is disabled and its data is deleted.

Roles during the EAP

Role management is simplified for the EAP.

Service Desk is available to the Company administrator and the Management Portal administrator, both with full access to all features.

Distinct roles and permissions are planned for general availability.

What is supported

During the EAP, Service Desk supports:

  • Creating, updating, and resolving tickets through Cyber Console, alert Workflows, and the public API.

  • Time tracking with the in-ticket timer and manual time entries.

  • AI capabilities: ticket summarization, root-cause analysis, and suggested resolution steps through the AI chat.