How to switch your PSA/RMM to Gorelo

Most MSPs already know their PSA or RMM is slowing them down, because they feel it every day. One client issue means moving between an RMM console, a PSA ticket, a documentation tool and a remote session. Billing reconciliation eats a weekend every month. A new technician needs weeks of hand-holding before they can close a ticket without help.

They still don’t switch, and the reason is not really about the software. Spending money on something makes walking away from it feel like waste, so the decision gets deferred rather than made. Economists call it the sunk cost fallacy. MSPs call it next quarter.

What if your team loses tickets in the migration? What if implementation drags on the way it did for Tahl Jenkins of Mt Warning IT, who spent three months trying to onboard Halo before walking away from a $7,000 implementation halfway through? What if the platform you move to turns out to be as broken as the one you left?

Those fears are reasonable, and they are also mostly wrong about Gorelo. We spoke to two MSPs who switched from very different starting points. One is a 10-technician shop that was running ConnectWise and N-able across 1,600 endpoints. The other is an owner-operator running Halo, NinjaOne and Hudu for around 200 endpoints. Both were nervous going in, and both were operational on Gorelo within a week.

Here is what actually happened, and why switching may carry less risk than staying put.

Switching a PSA and RMM to Gorelo takes days rather than months for most small MSPs. Tickets cut over in minutes through email forwarding, agent deployment sets the real timeline because machines have to be online, and billing and documentation run in parallel until you are ready to close the old system. The two MSPs below were both fully operational within a week.

In a Nutshell

What MSPs ask before switching	The short answer
What is staying actually costing us?	Hall Computer Services was paying over $5,500 a month in endpoint fees alone. Mt Warning IT paid $7,000 for an implementation it abandoned halfway.
Will we lose our ticket history?	No. You can import it through the Gorelo API, or keep your old PSA read-only and start clean. Most switchers choose the second.
How long will training take?	There is no training programme. Roles, ticket shortcuts and checklist templates carry the process, and the walkthrough videos are optional.
Will clients see downtime?	No. Tickets cut over in minutes through email forwarding. Agent deployment sets the real timeline, and billing and documentation run in parallel.
How long does the whole switch take?	Both MSPs in this article were fully operational within a week. Tahl’s setup took about three hours.

The real cost of staying on your current PSA/RMM

There is a quiet assumption inside “we’ll switch eventually” thinking, which is that staying on your current platform costs nothing until you move. It isn’t true.

If you are running a legacy stack, every month on the wrong platform takes money out of the business in several places at once. You are paying separate subscriptions for six to eight tools that each do part of the job. Someone has to maintain the integrations that keep them talking. Every new technician learns three systems instead of one. Your team burns hours switching between consoles to resolve a single issue, and when you go looking for a straight answer about your own numbers, no single system holds it.

None of that is incidental overhead. It is built into how the stack works, and it grows heavier as you take on clients.

There is a cost underneath all of that which is harder to put on a spreadsheet.

A PSA is not only just a piece of software that your team uses. It is where your team keeps its memory. Nobody on your desk recalls what happened on that client’s firewall in March. They recall how to go and find it. In a study recently Michael Ardoline and Edward Lenzo make this argument about consumer platforms in Ethics and Information Technology, calling platforms cognitive scaffolds, meaning tools we offload real thinking onto until the tool holds part of the job that our own memory used to hold. Degrade the tool and you degrade the thinking that runs on it.

Their sharper idea is hostile scaffolding, which describes a tool that quietly reshapes the work so it serves the vendor rather than the person doing it. Any MSP who has rebuilt the same report by hand every month, or reconciled billing across two systems because neither vendor had a reason to close the gap, has worked inside hostile scaffolding without having a name for it. The work grew to fit the tool’s limits.

That is why the cost of staying compounds in a way the invoice never shows. Your team gets fluent in the workarounds instead of the work.

The MSPs we see doing well on Gorelo are rarely the ones whose old platform had catastrophically failed. They are the ones who worked out that the slow drip was costing more than a switch would. For Hall Computer Services, that drip was over $5,500 a month in endpoint fees before you count the time their technicians lost jumping between tools. For Mt Warning IT, it was a $7,000 implementation fee paid to a platform the owner abandoned because it was making his work harder.

The cost of staying is real. It just never lands on a single invoice, and it usually comes attached to a contract that makes leaving expensive too.

Hall Computer Services: from $5,500 a month to predictability

Dylan Pronger runs Hall Computer Services in Australia with ten technicians across L1, L2 and L3 support, covering around 1,600 endpoints for 110 clients. At that size, every percentage point of operational efficiency shows up as money.

Before Gorelo, the team ran ConnectWise for PSA and N-able for RMM. The setup worked, but it was bleeding cash. Every new client and every new endpoint pushed the RMM bill higher, and they were paying over $5,500 a month on endpoints alone. Add the daily friction of switching tools, the tickets that slipped, and the manual endpoint tracking, and the case for change made itself.

What worried Dylan was disruption. He had ten technicians working live client accounts with no room to go dark.

The switch went smoothly. Hall consolidated PSA and RMM into one platform, dropped the per-endpoint pricing that was punishing them for growing, and started building automation into routine work like user onboarding and EDR deployment. The team estimates they are saving 20 to 30 hours a month already, and expect to reach 50 or more as further automations go in.

His advice to MSPs weighing the same decision is to stop weighing it and try it. “The biggest thing I would say is to schedule a demo and actually trial the platform. Experiencing it firsthand really allows you to see how much easier and more effective it is compared to other tools.”

The full Hall Computer Services case study covers the numbers in more detail.

Mt Warning IT: from three months stuck to one week operational

Tahl Jenkins runs Mt Warning IT, an owner-operated MSP and professional services business in Australia supporting around 200 endpoints. He sits at the opposite end of the range from Hall, working with one full-time L1 technician and a part-time admin resource.

His stack before Gorelo was Halo for PSA, NinjaOne for RMM and Hudu for documentation. That meant three subscriptions and three products he had to keep talking to each other.

The Halo experience is the story that gets repeated in MSP communities. “I paid $7,000 for an implementation of Halo and canned it halfway through because the product was so bad. I put a system in to save time, and it was costing me more time.” Three months in, he still could not run his business through it.

So when OMP suggested Gorelo, his expectations were low. That did not last. “I trialed Gorelo and within a day I bought it. Within three days it was already saving me time.”

Setup took him about three hours, and he was fully operational the following week, tracking time automatically, billing dynamically and capturing the 30-minute jobs he had been losing to memory and admin friction.

The financial change was immediate. His monthly software spend fell from around $1,450 to roughly $130, saving about $1,320 a month. What he talks about more is what it fixed operationally. “My revenue increased so much because that stuff is happening automatically now and I don’t have to check it. It didn’t just save me time. It actually fixed how I run my business.”

You can read the full Mt Warning IT case study for the rest.

---

Why switching to Gorelo goes faster

Hall Computers and Mt Warning both switched in days rather than months, and that comes down to how the platform was built rather than anything unusual about their teams.

Gorelo was built by founders who ran an MSP for 15 years. They closed tickets, managed technicians and lived with the friction that every PSA eventually creates, which is why the workflows tend to feel obvious the first time you use them.

It also works as one system rather than a stack. Service delivery, remote management, documentation, billing and project management sit in the same platform instead of being modules joined by sync jobs. When a ticket closes, its billing data never had to travel anywhere to get where it needs to be. Unbilled items surface on their own rather than being hunted down by hand, so the reconciliation work that swallows weekends on legacy stacks becomes a review step instead.

There is no mandatory paid onboarding and no consultant needed to make it function. Most MSPs are running real tickets on day one rather than sitting through months of configuration, which is worth measuring against the $7,000 Tahl had already spent on an implementation he never finished.

Pricing is per technician, so taking on new clients adds operational work without triggering the automatic cost increases that endpoint-based RMM pricing does. That single change is what saved Hall $5,500 a month, and the pricing page has the full detail.

Development moves quickly too, with weekly updates, a public roadmap and a live changelog. Dylan put it this way: “They’re releasing new features so fast, which isn’t something you see with any other platform.”

---

The three fears that stop MSPs from switching

Can you import your ticket history when you switch PSA?

You have two ways to handle this, and neither one loses the history.

You can import it. Gorelo’s API accepts historical tickets, so if you have development capacity or a technical person on the team, your closed tickets can come across. It does take work on your end. The API is documented and the keys are scoped, but this is a build rather than a button, so plan for it as one.

Or you can leave the history where it is. A lot of MSPs keep their old PSA in read-only mode for the rest of their contract term and start clean in Gorelo. Closed tickets get referenced far less often than most teams expect, and a few months in, almost everything technicians reach for is already in the new system. Deep Search covers ticket comments and time entries, so what you build from day one stays searchable. For the small number of records you genuinely need on hand, an unstructured document per client holds the context without turning any of this into a migration project.

Which route makes sense depends on how much closed-ticket history your team actually uses, and most MSPs find that number is lower than they assumed. This is the fear that stops most switches, and it makes sense once you accept that your PSA has been holding your team’s memory for years.

How long does it take to train a team on Gorelo PSA?

There is no training programme to work through, because the platform ships with sensible defaults and the workflows behave the way a technician expects them to.

Most of what someone needs to know lives inside the ticket rather than inside their head. Ticket Shortcuts turn your canned responses and standard workflows into a single click. Checklist templates drop a saved sequence of steps onto a ticket with relative due dates, so a junior works through the same order a senior would. AI auto-tagging and automatic ticket types handle triage from the subject line and first reply, which is usually the slowest part of the job to pick up. Views and Client Focus give each person a filtered board instead of the whole queue, and ticket summaries condense a long thread when someone takes over partway through.

Setup follows a single path as well. New accounts open an onboarding wizard on first login, and you can reopen it any time from the red flag in the left menu. Organisation details, then locations, business hours, users and roles, then your first agent. Roles come predefined, so an L1 gets a working account without anyone designing a permissions model first.

If you want to move faster, our walkthroughs on tickets and RMM cover the core workflows in one sitting. They help, though nobody needs them to get going.

Tahl’s Level 1 technician had used both Halo and Gorelo extensively. When he asked her to compare them directly, she said Gorelo was significantly easier. Everything else sits in the Help Center, and the Discord community fills the gaps.

Is there downtime during a PSA and RMM migration?

There is no downtime, because the four parts of a migration move at different speeds and only one of them happens instantly.

Tickets cut over in minutes. Gorelo sends from a subdomain of your own domain, which leaves your root domain and your existing mail service untouched, so clients keep emailing and replying to the address they already have. Rather than changing MX records, you can forward from your real support mailbox to your Gorelo ticketing address, which keeps the switch inside your mail provider where you can reverse it in a minute.

RMM takes longer, and it is better to expect that than to be surprised by it. You have to deploy the agent, and not every machine will be online when you want it to be, which is what stretches a migration from minutes into days. The agent installs per device and runs while your current RMM is still in place, so you can bring on one client, check the asset data looks right, then move to the next. Uptime checks help here, because when a newly installed agent reports the same WAN IP as an existing check, Gorelo adopts it into the matching client and location on its own.

Billing and documentation run in parallel until the migration finishes. Nothing forces you to move them on a deadline, and nothing breaks while both systems are live.

Remote access can stay where it is on day one too. ScreenConnect has a native integration and can remain your default remote control tool, and anything that supports URL launching, including Splashtop, AnyDesk and TeamViewer, can be wired to an asset shortcut.

One thing to plan around: automation rules only look forward. They evaluate triggers that occur after the rule is created and never apply retroactively, so build your rules before you start routing live work through the platform.

Final thoughts

Switching feels like a risky move. Staying on a platform that works against you usually carries more risk than that.

The MSPs who move to Gorelo are not lucky, and there is nothing unusually tech-forward about them. They are owner-operators who looked at their stack honestly and decided another month of stacked licences, manual billing and tool sprawl was not worth the comfort of the familiar.

Hall Computer Services freed up $5,500 a month and 20 to 30 hours of team time. Mt Warning IT cut software spend by $1,320 a month and started capturing billable work that had been slipping past unrecorded. Both were operational in under a week.

If you are not ready to trial anything, do one smaller thing first. Sit down for five minutes and write out why you are staying on your current stack. Not the reasons you would give a client, the actual ones. Most MSPs find the list is shorter than expected, and that most of what is on it is money already spent, which is money you cannot get back either way.

A 30-day free trial is the fastest way to find out whether the same is true for your MSP. No credit card, no mandatory onboarding fee, no consultant.

Try Gorelo free →

---