Client support

Five ways to reach the Hudson MSP Help Desk

Get support through the channel that works best for you. For existing Hudson MSP clients, every request should have a clear starting point, enough context to troubleshoot, and a documented path toward resolution.

Open the Help Desk → View Client Portal
  • U.S.-based help desk
  • Remote-first troubleshooting
  • On-site escalation when required
Hudson MSP help desk technicians reviewing support requests and business IT activity
Support should feel simple to the user even when the technology behind the issue is not.
Tracked RequestsUse a documented support path so requests do not disappear into informal conversations.
Clear OwnershipYour issue has a defined support path and can be escalated when deeper attention is required.
Documented Follow-UpTroubleshooting, communication and resolution history stay connected.
Support CoverageRegular Hudson MSP business hours are Monday through Friday, 9:00 AM–5:30 PM Central.

Support options

Choose the best way to get help.

Five support paths, one connected experience. For the clearest ticket history and status visibility, start with the Hudson MSP Help Desk or Client Portal whenever practical.

01

Client Portal

Sign in to submit a new request, review technician updates, and keep track of existing tickets in one place.

Open Client Portal

Best for tracking existing requests.

02

Help Desk Link

Open the service desk directly from any browser when you need to start a new support request.

hudsonmsp.servicedesk.atera.com
Open Help Desk

Best starting point for a new ticket.

03

Email Support

Email the affected user, device or service, what happened, business impact, and any useful screenshots or error messages.

info@hudsonmsp.com
Email Hudson MSP

Useful when you need to send written detail.

04

Phone Support

Call when an issue is urgent, significantly disrupting work, or when speaking directly with someone is the best starting point.

Austin(512) 212-4893 Plano / Dallas(469) 227-0244 San Antonio(726) 213-9506
Call Austin

Best for significant business disruption.

05

Microsoft Teams

Existing clients with an established Hudson MSP support chat or channel can use Teams for quick coordination while they are working.

Use the Hudson MSP support conversation already provided to your organization.
See Teams Instructions

Best for quick coordination in an existing support thread.

How it works

From your request to verified resolution.

The channel may change, but the operating goal does not: understand the impact, assign ownership, investigate the issue, communicate what is happening and document the outcome.

01

Request Submitted

Reach Hudson MSP through one of the five available support paths.

02

Ticket & Context

The request is documented with the available details and history.

03

Priority & Routing

Business impact, affected users and security concerns help guide escalation.

04

We Work the Issue

We investigate, communicate updates and coordinate additional resources when required.

05

Resolution & Follow-Up

Resolution details and relevant follow-up remain connected to the support history.

Help us help you

Include these details for faster support.

The more context we have at the beginning, the less time we have to spend reconstructing what happened before troubleshooting can begin.

  • Your name and company
  • The affected user or users
  • Device, application or system affected
  • What happened and when it started
  • Exact error messages or screenshots
  • How many people are affected
  • Whether a workaround exists
  • How urgently the issue affects business operations

Support availability

We’re here when your team needs help.

Existing clients should use the Help Desk for normal support requests. For issues with significant business impact, include the urgency and affected users when contacting us.

Regular Hudson MSP Business HoursMonday – Friday9:00 AM – 5:30 PM Central Time

Response and resolution commitments depend on the client’s support agreement, issue severity, business impact and required escalation path.

Which option should I use?

Find the best starting point.

When in doubt, submit the request through the Hudson MSP Help Desk so the issue has a documented starting point.

SituationBest starting point
I need to submit a new standard support request.Help Desk
I want to review an existing request or ticket history.Client Portal
The issue is urgent or significantly disrupting business.Phone + Help Desk
I need to send screenshots, errors or written detail.Help Desk or Email
I already have an established Hudson MSP Teams support conversation.Microsoft Teams
I am not currently a Hudson MSP client.Contact Hudson MSP

Microsoft Teams support

Already have a Hudson MSP support conversation in Teams?

Use the Hudson MSP support chat or channel already provided to your organization. Include enough information for us to identify the user, system and business impact. When a request needs formal troubleshooting or tracking, it can be moved into the normal help-desk workflow.

01
Open your existing Hudson MSP support chat or channelUse the Teams conversation already established for your organization.
02
Describe the problem clearlyInclude the affected person, device or service, symptoms and urgency.
03
Attach useful screenshots when appropriateDo not post passwords, MFA codes or other authentication secrets in Teams.

Help Desk FAQ

What clients should know before submitting a request.

What is the best way to submit a normal support request?
For existing clients, the Hudson MSP Help Desk or Client Portal provides the clearest documented support path. Include the user, affected system, symptoms, business impact and any relevant screenshots.
What should I do if the problem is urgent?
Submit the request through the Help Desk and clearly explain the business impact and number of affected users. For a significant disruption, call the Hudson MSP office serving your market as well.
Can Hudson MSP help remotely?
Yes. Many user, Microsoft 365, account, application, permission and workstation problems can be diagnosed remotely. Hudson MSP uses a remote-first support model and can coordinate on-site escalation when a problem requires hands-on work.
Does Hudson MSP use an overseas help desk?
No. Hudson MSP provides a U.S.-only help desk for supported clients.
Can I send passwords or MFA codes in a support ticket, email or Teams?
Do not send passwords, MFA verification codes or other authentication secrets through ordinary email, Teams messages or ticket descriptions. Hudson MSP can provide an appropriate secure method when sensitive information is required.
How quickly will my ticket be answered?
Response expectations depend on the client’s support agreement, ticket severity, security implications, business impact and the escalation required. Include clear impact information so the request can be evaluated appropriately.
What if I am not currently a Hudson MSP client?
Businesses evaluating Hudson MSP should use the main contact page rather than the client support portal so the inquiry reaches the appropriate team.

Not a current Hudson MSP client?

Start with the contact page for a business IT inquiry. If you are comparing support options, you can also review the IT Support Services page.

Contact Hudson MSP

Need help now?

Start with the Help Desk. We’ll take it from there.

Give us the clearest description you can, explain how the issue affects the business, and include any useful screenshots or error messages.

Open the Help Desk →Contact Hudson MSP

Not a client yet, but your team needs a real help desk?

Tell us how many people you support and what happens today when something breaks. The free assessment covers response times, coverage hours and what your staff would actually get when they call.

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