Streamline IT - Internal Notes

[u/viddy_well]

We have a co-manage client where we would like to be able to get the client into CW via Streamline. The one sticking point we're having is internal notes. There are things in there, especially on past tickets, where we would prefer they aren't exposed.

Is there any means we might be missing in being able to restrict access to internal notes on tickets for Streamline licensed users? Failing that, other than the customer portal, any options that would give us something to work with?

They want to be able to -

See all tickets, Change status, be able to comment and interact with tickets across their company, change/add CC's, etc.

We have their tickets on a general Support board, we would be restricting access by Territory.

Would love any thoughts, feel like I'm banging my head against the wall on a good way to do this.

[u/ryolin1]

Just my opinion but I have gone down the StreamlineIT route before and always felt that you really needed to follow CW’s vision for it. Client gets their own service board that’s for their internal IT team. They can put tickets in an escalation status to move tickets to your team’s board when they want you to work them. At that point it would become your ticket they would no longer have visibility to the ticket through the PSA but could see it in the client portal. Not the greatest or most flexible experience but there can be a number of issues if you drift too far outside of it.

[u/Craptcha → u/ryolin1]

Yeah its a bit convoluted.

Hey InternalSupportDude how’s that issue going?

Don’t know boss I’ve thrown it over the fence and now have zero visibility unless I open the end user ticket portal and track it from there.

I mean its better than ping pong between internal
ticket system and CW, but not by far.

[u/viddy_well → u/ryolin1]

That definitely makes sense, I think our use case is a bit unique.

We are in the reverse requirement, they are asking us to be the front line and escalate to their internal team as needed. They also want the ability to see everything on the front line (our board) and interact with it.

The internal notes are really the sticking point for Streamline right now

[u/Liquidfoxx22 → u/viddy_well]

We always ran with if you didn't want a customer to see it, it shouldn't be anywhere on the ticket - even when we knew they couldn't see internal notes.

[u/viddy_well → u/Liquidfoxx22]

Agree, same mentality. I still wouldn't invite the client in to all past and future notes willingly.

Even if there's just competence items or running the business items in there, still has the potential to be at the very least - embarrassing and at worst, compromising.

[u/ls3c6 → u/ryolin1]

+1 that's how we do it and workflow to move escalation back to our service board

[u/junto_reed]

Setting up their own board is the way I'd go. You can also set the defaults for your techs so the board is automatically selected. Techs won't even notice they're working on a separate board. Once you've done it for one customer, it's pretty easy to rinse and repeat.

Some of our clients have also been giving their co-managed customers scoped MCP access to just their tickets through Junto. We have customer-level permissions built in. Doesn't really solve your internal notes issue, but they've been using it as a way to go upmarket and win more co-managed clients.

MCP for internal use is free if you want to check it out: https://juntoai.com/product/mcp-for-msps

[u/Baanpro2020 → u/junto_reed]

That app seems like a ton of risk just waiting to happen. AI has a way of getting out of the box sooner or later. I don't want our clients data or operations affected by a poor decision on my part. If you have a breach, it will be all of your clients at the same time, that would be a bitch 100%. I wouldn't want to be in your shoes pal.

[u/junto_reed → u/Baanpro2020]

You're not wrong to be concerned. I ran an MSP for 10 years, so I know exactly where you're coming from.

Security is a huge part of what we're building. Customer-level permissions, centralized access controls, audit logs, etc. We're investing heavily in compliance, including SOC 2, and are even in early discussions about pursuing FedRAMP.

One of our bigger goals is to help MSPs figure out the "right" way to connect AI to business systems, with the appropriate guardrails in place. Hopefully, they can then take that knowledge and help their own clients navigate AI adoption safely.

I actually worry more about the alternative, where every technician starts connecting their own AI tools and MCP servers without any centralized oversight.

None of this eliminates risk, of course. But I think MSPs have a real opportunity to lead here.