What Is a PSA?
A PSA (professional services automation) tool is the operating system for a service business. At an IT managed service provider (MSP), it is where service delivery lives: the service desk, the client agreements, the time technicians log, and the invoices that go out each month.
Well-known PSAs for IT MSPs include ConnectWise, Autotask, and HaloPSA.
What Does a PSA Do at an MSP?
- Ticketing. Service requests come in, get assigned to a technician, and are tracked until they are resolved.
- Agreements. Each client’s managed services contract lives here, including what it covers and when it renews.
- Time and projects. Technicians log time against tickets and projects.
- Billing. Recurring agreements and project work turn into invoices.
Many MSPs also build quotes in the PSA or in a separate quoting tool.
How Is a PSA Different From a CRM?
A PSA runs the work for clients an MSP already has. A CRM runs the deals that win and grow those clients.
| PSA | CRM | |
|---|---|---|
| What it runs | Service delivery for existing clients | Winning and growing deals |
| Main records | Tickets, agreements, time entries, and invoices | Deals, contacts, companies, and sales activity |
| Main users | The service desk, technicians, and billing | Account executives and sales leaders |
| Examples | ConnectWise, Autotask, and HaloPSA | HubSpot and Salesforce |
Some MSPs track sales opportunities inside the PSA itself. Others sell from a dedicated CRM and keep the PSA for delivery. Either way, each record should have one home, so two systems never disagree about the same fact. That is the idea behind a single source of truth.
The two systems meet at the close. When a deal is signed in the CRM, the new client still has to be set up in the PSA before service starts.
How Go Fig Works Beside a PSA
Go Fig is the sales admin for account executives at IT MSPs. It works the sales pipeline in HubSpot, Salesforce, and all other major CRMs. Its agents log calls, keep deals current, and draft follow-ups that wait for the rep’s approval.
Go Fig does not replace a PSA, and it has no PSA connector today. It does not read from or write to ConnectWise, Autotask, or HaloPSA, so tickets, agreements, and billing stay where they are. It does not build quotes either.
When a deal closes, Go Fig drafts the kickoff email, the onboarding plan, and the account notes. Setting up the new client in the PSA remains the team’s step. See how Go Fig fits beside your PSA.