IT & MSP extensions
SLA Timers, Time Tracking & Billing, and Monitoring & RMM Webhooks.
The three extensions in the IT & Managed Services preset turn Noots into a ticket-driven service desk. Each is installable on its own from Org settings → Extensions, whatever preset you chose.
SLA Timers
Severity tiers with response and resolution targets, and a clock that everyone can see.
- A countdown chip on the task card, so how long you have is visible without opening anything.
- An SLA panel in the task detail.
- SLA policies in Org settings - define the tiers and their escalation chains.
- Escalation pages the team through chat and mail, and a breach is recorded rather than quietly passed.
- Count business hours only
- On - clocks pause outside working hours.
- Warn at % of target elapsed
- 75%.
Time Tracking & Billing
Tracks billable time on tasks and turns it into invoices without a second system. Invoices and bill rates covers the invoicing in full.
- A timer and manual entries on each task, in the Billable time panel.
- A pay rate and a bill rate side by side in Org settings → Rates & Billing - for the whole workspace, a role, a division, a team or a person.
- Project and client bill rates in Org settings → Project & client bill rates.
- A Billing tab on the Noot: its unbilled time, which client it bills to, and Make a draft invoice.
- Organization → Invoices: every invoice, from draft to paid, with print to PDF and CSV export.
- Default hourly rate
- 0. Once set, it is the bill rate for any billable hour that nothing more specific prices.
- Round entries to
- 15 minutes (also 1 or 6). An invoice rounds each person's time on each task up to it.
- Plan
- Time Tracking is on the Team plan and above.
An invoice claims the hours it takes, so no second invoice picks them up unless you choose to bill them again. Two people making invoices over the same hours at the same moment split them between the two rather than billing any hour twice.
Monitoring & RMM Webhooks
Your monitoring tool posts an alert; Noots turns it into a worked ticket. Configure it entirely in Org settings → Monitoring & RMM webhooks: you get a per-endpoint inbound URL and a mapping screen for turning the payload into task fields.
When an alert arrives, Noots creates the task with the mapped title and a priority from the severity, attaches an SLA, opens an incident chat channel and notifies the project's people. When the alert clears, the ticket closes and the SLA clock stops - you don't get a second ticket.
Pick your tool and the mapping is done for you
Choose a vendor when you create an endpoint and Noots fills in the field mapping, the severity mapping, how that tool identifies a repeat of the same incident, and how it says an alert has recovered. Built in today: PagerDuty, Datadog, Prometheus Alertmanager / Grafana, Zabbix and UptimeRobot. Anything else uses Custom, where you map the JSON paths yourself.
Every one of these is your tool posting to a Noots URL - there is nothing for you to paste in from their side and no credential for us to hold. Noots does not write back into your monitoring tool: it will not acknowledge a PagerDuty incident or mute a Datadog monitor, and does not claim to.
ConnectWise, NinjaOne, Datto, N-able, Atera and Opsgenie deliberately have no built-in mapping. A wrong field path silently maps nothing, which looks exactly like a broken integration - so they use Custom until their payload can be verified.
- Create an incident chat channel per alert
- On.
- Minimum severity to act on
- Warning - anything below it is ignored.
- Repeat alerts
- Folded into the open ticket, not a new one, when the tool sends an incident id.
- Direction
- Inbound only. Noots does not poll your monitoring tool, and never writes back to it.
- Plan
- Webhooks are on the Business plan and above.