HighLevel for MSPs: the bit after the ticket queue
You already run the tickets. The messy bit is everything around them: a new lead in a shared inbox, a quote that goes quiet, an onboarding checklist in someone's head, and a renewal you remember the week after it was due. That's the work I put into HighLevel.
I don't replace the system you use to fix the actual fault. HighLevel looks after the conversations, the dates and the follow-up. You keep doing the technical work.
Example data
The day around the ticket queue
Made-up firms, made-up tickets, made-up dates. I run an MSP as well, so these are the jobs that actually slip. Nothing here is a result.
22:14 missed call
Example number 07700 900456. A text is queued: the office is shut, reply and it is picked up in the morning.
The call after you've locked up
Example IT firm. The phone rings at 22:14. A text goes out so the morning isn't a guessing game. Made-up number.
Example data
1 · After hours
22:14, office shut
The call is missed. That's the trigger. The number is an example.
- Example firm
- Example IT
- Example number
- 07700 900456
- Time
- Tonight · 22:14
Lead capture
A form on your site, a Facebook lead or a forwarded email can land as a contact with a task to call them. They get a short reply straight away, in your words, so a Monday-morning enquiry isn't still sitting there on Tuesday.
- Instant reply. Written once, sent when the form arrives.
- A task for a human. The reply doesn't pretend you've already scoped the job.
- One place to see them. New, quoted, won, gone quiet.
Onboarding
When someone says yes, the same steps can fire every time: a welcome note, a request for the asset list, and a link to book the intro call. You write the messages. I wire them to the moment the deal is marked won. The example on this page is made-up data, so you can see the shape of it.
Renewals
Put the agreement end date on the contact. Reminders can go at 90, 60 and 30 days, to you, to them, or both. Handy when the renewal lives in a spreadsheet that nobody opens in December.
Quoting and nurture
A quote goes out. If they don't reply, a follow-up can go a few days later, then stop once they answer or you close it. I'm not going to claim a win rate for that. It just means the quote isn't relying on you remembering.
Ticket done, then a review ask
When you mark a job done, a short review request can go out while they still remember who fixed it. You close the ticket in your own system, then tell HighLevel, or use a simple form. I won't pretend the two systems merge themselves.
What it costs
Care is optional if you want me keeping an eye on it. Texts are charged as you send them. The figures are on my automation page.