Case Study · Product
Service365
PotSolutions fully developed Service365 — a branded IT service portal for Microsoft 365. Tickets, scheduling, catalog, and e-sign on your domain — for your own organization, or white-labeled for every customer you serve as an MSP.
The Challenge
Too Many Tools, Not Enough Brand
IT teams and MSPs stitch together helpdesks, booking tools, e-sign, and billing — then still lack a portal that feels like their own company.
Employees and customers expect one place to raise tickets, book meetings, sign documents, browse a service catalog, and track devices — under their company domain and branding. Point solutions like Calendly and DocuSign add cost without custom domains or a unified service desk. MSPs need the same experience per customer, with technicians working from a shared admin console.
Off-the-shelf ITSM rarely fits Microsoft 365 multi-tenancy, scheduling, e-sign, and PSA in one product. PotSolutions set out to build Service365: a purpose-designed platform for in-house IT and MSPs — tenants as data, branded portals on custom domains, and Microsoft-native identity from day one.
The Solution
One Platform, Two Ways to Buy
Service365 is the same Microsoft 365–native product for in-house IT and for MSPs delivering white-label portals — hosted as a multi-tenant SaaS with admin console and branded user portals.
For your organization
- Branded portal for incidents, requests, approvals, booking, and e-sign — without buying through an MSP
- Entra SSO and Intune devices out of the box
- Internal service desk with catalog, workflows, KB, and announcements
For MSPs & partners
- Unlimited customer portals with per-tenant branding and custom domains
- Cross-org helpdesk view and MSP-wide announcements
- PSA, contracts, time tracking, and billing runs from one console
Stand up fast, run your way
- Portal on your domain — Cloudflare for SaaS custom hostnames with built-in verification; hero, logo, accent colour, greeting, and support phone per org.
- Choose your desk model — full native ITSM, or Graph mailboxes and guest webhooks alongside an existing desk; route categories to internal or partner teams.
- Automate with workflows — visual builder for approvals, assignments, notifications, and webhooks triggered from the catalog.
- Bill and sign — quotes, e-sign, time tracking, contracts, and invoice PDFs in the same portal as tickets.
What We Built
Service Desk, Scheduling, Signing & PSA
PotSolutions delivered the complete product — branded portals, ITSM, booking, e-sign, billing, workflow engine, desktop apps, and production infrastructure.
User portal
- Incidents, service requests, and changes with email threading and guest intake
- Service catalog with custom fields and workflow triggers
- Public /book pages — org, workspace, or personal calendars
- E-sign for every portal user — PDFs, quotes, templates, audit trail
- Intune devices, KB, announcements, shortcuts, and unified search
- Approvals inbox with multi-stage chains (all, any, majority, first responder)
Admin console
- Ticket queues across orgs — cross-org helpdesk for MSPs and partners
- Visual workflow editor with approval, email, assignment, and webhook nodes
- Tenant / org wizard — identity, domains, Graph consent, branding
- Scheduling & booking page admin; email ops center and outbox
- Contracts, time tracking, billing runs, projects, and quote templates
- Signing template libraries and oversight
Microsoft 365, PSA & desktop
- Entra ID SSO & sync — domain-based sign-in with Graph sync and include/exclude Entra group scoping.
- Intune, SharePoint & Teams — device inventory with compliance; surface teams, groups, and SharePoint sites in the portal.
- Email ↔ tickets — Graph inbound creates or updates tickets; branded transactional mail from org send-from addresses.
- PSA & billing — retainers, timers, Toggl import, invoice PDFs, client billing portal, quote → sign → provision.
- Desktop tools — Windows Time Tracker and systray launcher (WebView2) for one-click tickets and billable time.
DevOps & Infrastructure
Production on Azure
Terraform defines the Azure estate. GitHub Actions builds, migrates, deploys, and verifies every release — with OIDC authentication and no long-lived credentials.
Deployment pipeline
- Build — multi-stage Docker image pushed to GitHub Container Registry (API + Next.js + Caddy via supervisord).
- Terraform apply — Linux Web App for Containers on Azure, Azure SQL elastic pool, managed configuration.
- Database migrate — Prisma migrations with temporary SQL firewall rule for the CI runner only.
- Verify — pipeline confirms the live
/api/healthendpoint reports the expected build SHA before passing.
Engineering approach
A pnpm + Turborepo monorepo keeps the API, web app, shared UI package, Prisma schema, and workflow engine in sync. The NestJS API is split into focused modules — tickets, catalog, scheduling, signing, billing, workflows, assets, mail, knowledge base, and more. Browser traffic reaches the API through a Next.js proxy route so the internal NestJS port is never exposed publicly; only the health endpoint is called directly by Azure. Multi-tenant isolation is enforced at the database layer with audit trails on signing and workflows.
Technology
What We Used
Application
Platform & DevOps
The Result
Branded Service Portal, One Platform
Service365 is in private preview — fully designed, built, and deployed by PotSolutions — giving IT teams and MSPs a Microsoft-native alternative to stitching together helpdesk, scheduling, e-sign, and billing tools.
Explore Service365
Ready for a Better Service Portal?
Service365 is in private preview. Whether you run IT in-house or deliver portals as an MSP — visit the product site for pricing and an early access walkthrough, or talk to PotSolutions about building platforms like this.