[Feature Proposal] Add a Native RMM + Ticketing Mode Without Billing

[fabicarvano]

Overview

I would like to propose adding a new service_management_mode option that allows Breeze to operate with native RMM + Ticketing, without Billing.

The goal is to introduce an additional product configuration while preserving the existing modes and their behavior.

This is an additive proposal. No existing mode would be removed, renamed, or modified.

Current Behavior

Breeze currently uses service_management_mode to control the Service Management experience.

The existing modes are:

Mode	Behavior
native	RMM + Native Ticketing + Billing
external	RMM + External PSA / Service Management integration
off	RMM only

These three modes should remain exactly as they work today.

However, there is an additional operational scenario that is not currently represented:

RMM + Native Ticketing, without Billing.

Motivation

The native Ticketing module in Breeze has been evolving significantly, becoming an increasingly compelling option for MSPs and internal IT teams that want to manage their technical support operations directly within Breeze.

As Ticketing continues to mature, Breeze offers an increasingly valuable combination of operational capabilities:

• Remote monitoring and management
• Device inventory and management
• Monitoring and alerts
• Remote access
• Automation and scripting
• Patch management
• Vulnerability management
• Incident management
• Native Ticketing and Service Desk workflows

Together, these capabilities make Breeze an attractive platform for organizations looking to consolidate their technical operations into a single system.

However, not every organization that wants to use native Ticketing also needs native Billing.

Many MSPs and IT departments already have established financial processes in external systems, including:

• ERP platforms
• Accounting systems
• Existing PSA platforms
• Dedicated billing and invoicing solutions

For these organizations, Breeze could serve as their primary RMM + Service Desk platform, while financial operations remain in their existing systems.

This creates a useful middle ground between the current native and off configurations, without changing the purpose of external.

Proposal

Introduce one additional value for service_management_mode:

service_management_mode = ticketing

This new mode would enable the native RMM and Ticketing capabilities while disabling Billing functionality.

The proposed configuration matrix would be:

Mode	RMM	Native Ticketing	Native Billing	External PSA Integration
native	Enabled	Enabled	Enabled	Existing behavior
external	Enabled	Existing behavior	Existing behavior	Enabled
ticketing (new)	Enabled	Enabled	Disabled	Not required
off	Enabled	Disabled	Disabled	Existing behavior

The external row intentionally preserves its existing behavior rather than proposing changes to its current capabilities.

Proposed Mode Structure

native
└── RMM + Native Ticketing + Billing

external
└── RMM + External PSA / Service Management Integration

ticketing (new)
└── RMM + Native Ticketing

off
└── RMM Only

Expected Behavior

When configured as:

service_management_mode = ticketing

The expected behavior would be:

RMM

All existing RMM capabilities remain available and operate normally.

This includes monitoring, device management, alerts, remote access, automation, patch management, vulnerability management, and other existing RMM functionality.

Native Ticketing

Native Ticketing remains fully available.

This includes:

• Ticket creation and management
• Service Desk workflows
• Ticket assignment and status management
• Ticket relationships with devices and organizations
• Alert-to-ticket workflows
• Other existing native Ticketing capabilities

The intention is to retain the full operational Ticketing experience without requiring the financial components of Service Management.

Billing and Financial Features

Native Billing functionality would be unavailable in this mode.

Financial areas could be hidden from navigation, including:

• Billing
• Contracts
• Invoices
• Quotes
• Payments
• Product Catalog, where used for financial workflows
• Billing-specific settings and configuration pages

Direct access to disabled financial routes should return an appropriate module-unavailable response.

This should be enforced at the application/API level rather than relying exclusively on hiding navigation elements.

Existing financial data would remain preserved. Switching to ticketing should not require deleting billing records or modifying historical financial information.

The exact boundaries between Ticketing and Billing would need to be confirmed against the current implementation.

Backward Compatibility

Backward compatibility is a central requirement of this proposal.

The new ticketing mode should be purely additive.

Specifically:

• native continues to provide RMM + Native Ticketing + Billing.
• external continues to support the existing external PSA / Service Management integration workflow without any behavioral changes.
• off continues to provide the existing RMM-only experience.
• Existing deployments retain their current configuration.
• Existing defaults remain unchanged.
• No automatic migration to ticketing is introduced.
• No existing workflows or integrations are intentionally modified.
• Existing financial records remain intact.

Organizations would opt into ticketing only if they explicitly choose that configuration.

Why This Could Be Valuable

As native Ticketing continues to improve, Breeze has an opportunity to support an additional operational model:

Breeze as a unified RMM + Service Desk platform, without requiring native financial management.

This would be particularly useful for:

• MSPs that want to use Breeze for RMM and technical support while retaining their existing financial platform.
• Internal IT departments that need device management and a native Service Desk but do not require customer billing.
• Organizations looking to consolidate monitoring, incident handling, and ticket management without migrating their accounting processes.
• Teams that want to adopt Breeze Ticketing incrementally without adopting the complete financial workflow.

The proposal is not intended to replace the existing native or external modes.

Instead, it would provide another configuration choice for organizations with different operational requirements.

Questions for Maintainers

Before considering a specification or implementation, I would appreciate feedback on the following:

1. Product direction: Would introducing ticketing as a fourth service_management_mode align with the current direction of Breeze?
2. Module dependencies: Are there architectural or functional dependencies between native Ticketing and Billing that would make this separation difficult?
3. Feature boundaries: Could financial functionality be disabled at the UI and API levels while keeping native Ticketing fully operational?
4. Backward compatibility: Could this new mode be introduced without changing the behavior of native, external, or off?
5. Scope: Are there shared Service Management features, such as time tracking or service configuration, that should remain available in ticketing even when financial workflows are disabled?

Final Consideration

The intention is to keep this proposal as small and additive as possible.

No changes to existing modes are being requested.

The only proposed addition is:

service_management_mode = ticketing

Providing:

RMM + Native Ticketing, without Billing.

I believe this could become a valuable configuration as Breeze's native Ticketing capabilities continue to mature.

I would be interested in the maintainers' perspective on whether this separation makes sense within the existing Service Management architecture before moving toward a formal specification.

[ToddHebebrand]

Yes to the capability. One change to the shape: I'd rather not add a fourth value to service_management_mode. Today the mode only decides where tickets live, and the one place that reads it in the web (apps/web/src/lib/navGates.ts:57) hides both the Service Desk and Billing sections unless it is native. That coupling is the actual bug. A ticketing value fixes your case but still can't express external tickets + Breeze billing, and the CHECK that ties external to a PSA connection (2026-10-13-100100-partners-service-management-mode.sql:38) would need another arm.

Proposed: a partner-level billingEnabled switch (default on, so nothing changes for anyone), read by the Billing nav gate and by the billing routes (404 when off), with the mode left as it is. Settings home: Partner settings › Service Management, partner level only, no org override. That gives all four combinations (native or external tickets, billing on or off) without growing the enum.

If you want to write that up as a short spec in docs/superpowers/specs/billing/, I'll review it.