Quest for Client Administrators: Key Updates, Features, and What's Next

Quest® by Sourcepass is a proprietary IT service management and client experience platform designed to centralize support, streamline workflows, and improve operational transparency. Built to support both fully managed and co-managed IT environments, Quest enables organizations to manage users, licenses, requests, and approvals within a single interface.

Key Functions of Quest®

• IT service request management
• User and license administration
• Change management and governance
• Workflow automation and approvals
• Reporting and operational visibility
• Mobile and omni-channel support
• AI-powered and automated service capabilities

The platform serves as a centralized hub for organizations seeking greater control and insight into their IT environments.

2023: Foundational Capabilities

- Simplified ticket submissions

- Structured service request forms

- Integrated billing and ordering workflows

- Centralized support experiences

2024: Expansion and Mobility

- Launch of iOS and Android mobile applications

- Introduction of dashboards and analytics

- Automation and system integrations

- Beta programs for client feedback

-  Initial AI-enabled features

2025: Optimization and Governance

- Enhanced user experience and security

- Improved subscription and user management

- Approval centers for structured governance

- Expanded integrations and automation tools

2026: Usability and Innovation

- Advanced administrative features

- AI chatbot and live chat development

- Streamlined ticketing and workflow automation

- Improved support for co-managed IT environments

Quest provides client administrators with centralized visibility and control over users within their organizations.

Key Features

• Comprehensive view of all users

• Support level tracking and management

• Role-based access visibility

• Active and inactive user status

• Site and organizational filters

• Bulk editing functionality

• Export options for reporting

These tools enable organizations to manage workforce access efficiently while maintaining alignment with service agreements and support requirements.

Quest includes built-in licensing management tools that allow administrators to monitor and manage software subscriptions, including Microsoft licenses.

Licensing Features

• Visibility into purchased, assigned, and available licenses
• Tracking of monthly and annual commitments
• Renewal window notifications
• Real-time updates to license allocations
• Cost forecasting and budgeting support
• Audit trails for compliance and accountability

By consolidating licensing information, Quest supports financial planning and improves resource management.

Change management capabilities within Quest provide structured governance for IT modifications. These workflows support both Sourcepass-managed and co-managed environments.

Change Management Capabilities

• Submission of change requests through Quest
• Automated routing and approval processes
• Integration with ConnectWise® systems
• Documentation of approvals and denials
• Visibility into change history and status
• Support for internal and external governance policies

These features help organizations maintain compliance, reduce risk, and improve operational accountability.

Quest introduces built-in appointment scheduling to simplify coordination between users and service teams.

Scheduling Features

• Self-service scheduling for support appointments
• Time zone and availability management
• Integration with support workflows
• Reduced reliance on external scheduling tools
• Improved efficiency and user experience

This capability enhances service delivery while minimizing administrative overhead.

Sourcepass offers a structured beta program that allows clients to test new features before full release. Feedback collected through this program informs the product roadmap and ensures real-world applicability.

Benefits of the Beta Program

• Early access to new features
• Direct input into platform development
• Validation of enhancements in live environments
• Continuous improvement driven by client insights

This collaborative approach supports innovation aligned with client needs.

The webinar also introduced several forthcoming capabilities designed to enhance automation, intelligence, and user experience.

Planned Enhancements

AI Chatbot Integration: Guided support and automated information collection.

Live Chat Functionality: Real-time communication with service technicians.

Streamlined Ticketing: Improved visibility and lifecycle tracking for co-managed environments.

Automation Enhancements: Automated onboarding and offboarding workflows.

Omni-Channel Accessibility: Expanded access across web, mobile, and collaboration platforms.

Security Enhancements: Identity verification and governance improvements.

Mobile App Expansion: Increased flexibility for administrators and users.

These developments reflect Sourcepass’ focus on delivering a modern, intelligent IT management platform.

Quest provides secure, on-the-go access through its mobile applications, enabling administrators to manage IT operations from anywhere.

Mobile Capabilities

• Ticket submission and tracking
• Change approvals and notifications
• Real-time service updates
• Secure identity verification
• Cross-platform accessibility

This omni-channel experience ensures continuous connectivity and operational agility.