Early Access Program (EAP)

Early access to Service Desk requires all of the following:

  • You are a direct partner.
  • The PSA free features setting is enabled for your account. This is required even if you have disabled billing.
  • PSA is not active. Service Desk and PSA are mutually exclusive — a partner can have one active at a time, not both.

To use Service Desk during the EAP, a Company administrator must first activate it by clicking Activate service desk in the main menu.

If you lose eligibility — for example, if PSA free features is turned off, PSA is activated, or your account becomes an indirect partner — Service Desk is disabled and its data is deleted.

Roles during the EAP

Role management is simplified for the EAP.

Activation is available only to the Company administrator.

After it is activated, 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's supported

During the EAP, Service Desk supports:

  • Creating, updating, and resolving tickets through Management Portal, 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.