Your support, engineering and customer history, licensed on your terms
Software and IT teams document almost everything: how a ticket got solved, how a deal moved, how a release shipped. That's the kind of real workflow AI labs are asking for, and you keep ownership of it.
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Who fits
- SaaS and software companies
- IT services firms and managed service providers (MSPs)
- Support, customer success, sales and engineering teams
- Internal IT departments with years of help desk history
What a provider looks at
- A desk team: employees and contractors who work at a desk in your company's email and software. Field and hourly crews who aren't in the systems aren't the desk count.
- Several years of history in your systems.
- Work across systems, such as email, chat, file storage, CRM, tickets and billing.
- Requirements vary by provider, sector and dataset, and the provider confirms fit.
What a licensable workflow can look like
A customer reports a failed sync. The ticket moves from tier 1 to an engineer, links to a Jira issue and a Slack thread, gets a fix in the next release, and closes with a note in the knowledge base and the CRM account.
A generic illustration, not a real client. Labs value the sequence of steps, decisions and handoffs across systems; how personal details are handled belongs in the agreement.
Records that count
- Help desk and ITSM tickets with full threads and how each was resolved
- CRM history: deal stages, account notes and why customers said yes
- Project boards, sprint planning and code review history
- Internal docs, runbooks, SOPs and knowledge bases
- Team chat in Slack or Microsoft Teams
- Sales and support calls recorded with consent, plus transcripts
- Billing and renewal workflows (financial statements are excluded)
Good to know
- For MSPs, data that lives in clients' environments or that you manage under a master service agreement may belong to the client. Your own tickets, notes and billing around that work are usually yours, and the provider's review sorts it out.
- Customer names, emails and identities inside tickets and CRM records are handled as the agreement specifies. You can exclude anything sensitive, such as pricing or trade secrets.
- Passwords and credentials, including anything stored in RMM or password tools, are excluded upfront. Nobody logs into your systems.
- Kept out unless a review and the agreement say otherwise: privileged material and client matter files, health information and biometric data, payment card and bank account numbers, passwords and credentials, data about minors, export-controlled or classified information, another party's data or licensed third-party content, and sensitive personnel, safety or critical infrastructure details. Scope is a choice, so you can leave out anything else, such as pricing or trade secrets.
- Workflow data from QuickBooks, NetSuite and HR systems still counts.
- Usually not a fit anywhere: data involving minors, export-controlled or classified data, mostly paper records with little digital history, or records you don't have the rights to license.
- How personal details are removed or replaced belongs in the agreement, and the provider's review sorts out what's licensable. When in doubt, it's worth a conversation.
Tools your team already uses
Common software & it software we see. Don't see yours? Other systems can hold the same kind of work, and old or retired systems can count too.
Help desk & ITSM
- Zendesk
- Freshdesk
- Jira Service Management
- ServiceNow
PSA & RMM for MSPs
- ConnectWise PSA
- Autotask PSA
- Datto RMM
- NinjaOne
- HaloPSA
Engineering & projects
- Jira
- GitHub
- GitLab
- Confluence
CRM & customer success
- Salesforce
- HubSpot
- Gainsight
What counts is your team's own work in and around these tools: the emails, tickets, notes, tracking and billing. No files are collected on this site, and we never ask for passwords.
Product names are trademarks of their respective owners and are listed for reference only; no affiliation or endorsement is implied.
See If You Qualify
A few quick questions. No files needed, and we never ask for passwords.
Opens the fit check on historypays.com in a new tab. No files are collected on this site.