Platform Architecture — How All Modules Connect

Overview

Plenix is not a collection of separate tools — it is one unified platform where data flows naturally between modules. A device that goes offline can automatically raise a ticket, which triggers an AI diagnostic, which the technician resolves and bills in a single workflow. This article explains how that all fits together.

The four platform clusters

1 — Support & IT (the operational core)

This is where the most day-to-day activity happens for MSPs and IT teams.

Devices → Monitoring → Alerts → Tickets → Resolution

• Monitoring watches your managed devices (CPU, memory, disk, network, SSL certificates). When a threshold is breached it fires an Alert.
• Alerts can automatically create a Service Desk ticket via Automation Rules — so problems surface without manual checking.
• The AI Autonomy module (Enterprise) reads every new ticket, classifies it, runs the matching diagnostic playbook against the linked device, and posts an internal note with findings — before the agent even opens the ticket.
• From the ticket the agent can run RMM scripts, push patches, or open a remote desktop session — all from inside the ticket UI.
• Once resolved, the agent logs time entries that flow into Billing for client invoicing.

2 — Sales & Client Management

CRM → Proposals → Contracts → Billing → Accounting

• CRM stores your clients as Company and Contact records. Everything else in the platform links back to a CRM company.
• A deal won in the CRM can convert directly to a Contract (managed in the Contracts module).
• Proposals are created and e-mailed to clients; when accepted they trigger an onboarding workflow in Customer Success.
• Billing generates invoices against CRM companies. Invoices are settled via Stripe, GoCardless, PayPal, or BACS.
• Payments post automatically to Accounting as journal entries, keeping your books in sync without manual entry.

3 — People & Operations

HCM → Field Service → ERP → Purchasing

• HCM (Human Capital Management) manages your employees — contracts, shifts, leave, expenses, payroll.
• When a field technician is dispatched on a Work Order (Field Service), their travel and time can be tracked as expenses and mileage in HCM.
• Complex projects are managed in ERP (Projects) — tasks, milestones, timesheets, and budgets all in one place. Timesheet entries here can also be billed via Billing.
• Physical goods needed for jobs trigger Purchase Orders (Purchasing/Procurement), which are fulfilled against Inventory stock.

4 — Intelligence & Automation

Automation → Autonomy → AI Assistant → Reports

• Automation Rules are the connective tissue of the platform. They fire when something happens anywhere — a ticket is created, a device goes offline, a contract expires — and take actions across modules (e.g. create a ticket, send a notification, assign to a team).
• AI Autonomy extends this with AI-driven decisions: classifying tickets, running diagnostics, and queuing higher-risk actions for human approval before they execute.
• The AI Assistant is an internal tool for staff — ask questions about any entity, get ticket reply drafts, or search semantically across all your data.
• Reports and Insights draw from all modules for cross-module dashboards: profitability by client, ticket volume by technician, financial performance over time.

Key shared entities

These records exist once and are referenced everywhere:

Entity	Home module	Used by
Company (CRM)	CRM	Billing, Tickets, Devices, Contracts, Proposals, Documents, Credentials, Customer Success, Compliance
Contact	CRM	Tickets, Proposals, Portal access
Device	Monitoring / RMM	Tickets, Alerts, Scripts, Patches, Autonomy, Network Maps
Employee	HCM	Timesheets, Payroll, Shifts, Work Orders, Expenses
Invoice	Billing	Accounting journals, Portal, Payment providers
Ticket	Service Desk	SLA, CRM timeline, AI Triage, RMM, Billing time entries

The client portal

Clients access their own self-service portal at a separate URL. From there they can:

• Submit and track support tickets
• View and pay invoices
• Download shared documents
• Accept proposals
• Interact with the AI chatbot (if enabled) or live chat with your team

The portal is a read/write view into the same underlying data — tickets raised there appear immediately in the Service Desk.

Two contexts: your company vs your clients

Important: Plenix serves two distinct audiences:

• Your team works in the main dashboard (e.g. app.plenix.cloud). The CRM here tracks your clients — the companies you provide services to.
• Your clients access their own portal subdomain. They are NOT platform users; they have portal-only accounts.

These are separate and should never be confused.

Where to go next

• How Service Desk & Ticketing Works — The end-to-end ticket lifecycle
• How Monitoring & RMM Works — Device → alert → ticket pipeline
• How Billing Works — Invoice → payment → accounting
• How AI Autonomy Works — AI-driven actions and approvals