Service boards are the backbone of your ConnectWise PSA configuration. They define how your MSP organizes tickets, automates workflows, and reports on performance.
But one of the most common questions we hear at Pivotal Crew is:
“When should we create separate service boards in ConnectWise PSA?”
The answer: only when it truly supports your operations, financial reporting, or client experience.
Here’s how to decide.
Location and Department Structure
Each service board in ConnectWise PSA is tied to a Location and Department, which drives most of your financial reporting.
Think of a Department as a business unit or cost/revenue center.
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Revenue flows from the agreement associated with that department.
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Cost is tracked through the time logged on tickets within that board.
This setup allows you to view gross profit at a department level, and then drill into agreement types for deeper insights.
💡 Best Practice:
Create separate boards when your department represents a distinct business unit, location, or entity that needs financial separation.
Access Restrictions
Access control in ConnectWise PSA operates at the board level. If you need to restrict visibility for internal teams, specific members, or API integrations, you’ll need separate boards.
Example:
Your security or HR-related tickets may require limited access due to confidentiality or compliance needs.
Pro Tip:
Use board-level permissions instead of complex workflows when you need clear boundaries between sensitive data and general operations.
Client Portal Visibility
Not every ticket needs to be visible to clients. In ConnectWise PSA, you can choose which boards display in the Client Portal.
Example:
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Alert or RMM-generated tickets that clients don’t need to see
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Internal service requests that don’t require client interaction
If you want certain tickets hidden, place them on a board that’s not visible in the portal.
Different Branding or Outbound Email Requirements
Boards can have their own branding and outbound email configurations, making them ideal when managing multiple entities or brands within one PSA environment.
Example:
If your MSP operates both “TechOne” and “SecureNet,” each with its own email domain (support@techone.com vs. support@securenet.com), create separate boards for each.
This ensures your communications stay consistent and professional with each client base.
Distinct Organizational Functions
Service boards can also map to different organizational functions, such as:
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Accounting
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Procurement
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Sales
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Internal IT
This structure can make it easier to filter reports, manage assignments, and maintain clarity across departments.
⚠️ Don’t overdo it.
Avoid creating boards for every micro-process. If functions overlap heavily, keep them together and use ticket fields like Type, Subtype, or Team for segmentation.
Reporting That Can’t Be Solved with Other Fields
Sometimes, separation is about data clarity. If reporting needs can’t be met through standard ticket fields, a dedicated board might be justified.
But first, ask:
“Can this be solved using Type, Subtype, Item, or Team fields instead?”
Too many boards can create confusion, misplaced tickets, and unnecessary admin work.
Keep your system streamlined to make reporting faster and user adoption easier.
The Golden Rule
Have as few boards as necessary to support your operations and reporting needs—no more.
Every new board adds complexity, confusion, and maintenance overhead.
Start with your Location/Department structure, then add boards only when you truly need separation for access, branding, visibility, or reporting.
Wrap-Up
A clean board structure keeps your ConnectWise PSA system simple, scalable, and transparent.
When done right, it improves your financial visibility, streamlines ticket handling, and reduces system maintenance.
If you’re unsure whether to create a new board or adjust your current configuration, we’ve helped dozens of MSPs right-size their setup.
👉 Get in touch with Pivotal Crew to review your PSA structure and ensure your service boards align with your business goals.