Locations are the physical and logical places where a customer operates — Main Office, Remote, a satellite branch. Devices are the laptops, desktops, servers, and other endpoints you support for that customer. Together they tell you where a customer's people work and what you're responsible for. This article covers setting up Locations, managing Devices, and using them on tickets and contacts.

Locations

Where Locations live

Locations are scoped to a single Customer Company. Open the customer's profile and click the Locations tab to see them.

Each Location has:

• Name — e.g., Main Office, Remote, Boise HQ, Warehouse.
• Address — the physical address (optional for Remote/virtual).
• Created date — when it was added.

Add a Location

1. On the customer's Locations tab, click + Add new location.
2. Enter the Name and Address.
3. Save.

When to use Locations

Locations show up in two places:

• On Contacts — each Contact at a customer is assigned to a Location. This is how you know whether someone is at the office or remote.
• On Devices and tickets — Locations help you scope work when a customer has multiple sites (e.g., only schedule the Boise office for network maintenance).

Tip: Keep your Locations short and consistent. Main Office and Headquarters shouldn't both exist for the same customer — pick one and use it everywhere.

Devices

Where Devices live

Two places:

• Customer profile → Devices tab — every Device for that one customer.
• Customers → Devices in the left nav — every Device across your entire book of business, useful for cross-customer searches and reports.

Device fields

Devices come from your RMM

The fastest way to populate Devices is to connect your RMM. ZestMSP pulls each Device's name, customer mapping, and basic metadata automatically once the RMM integration is configured.

In the demo account, all 95 Devices show Source: Level, meaning they were imported from the Level RMM. NinjaRMM works the same way.

See Connect your RMM and other tools for setup.

Add a Device manually

Sometimes you need to track something the RMM doesn't see — a network switch, a printer, a customer-owned laptop you support out of band.

1. On the customer's Devices tab, click + Add new device.
2. Enter the Name and any other fields you have.
3. Save.

Manually added Devices won't get RMM telemetry, but they'll appear in your Device list and can be referenced from tickets.

Devices on tickets

Every ticket has a Device field in the right sidebar. Set it when a ticket is about a specific machine. This:

• Links the ticket to the Device's history.
• Lets you filter all tickets for a Device in one view.
• Helps you spot patterns (e.g., this laptop has had three encryption issues this quarter).

Manage Device lifecycle

Use State and Managed to keep your Device list clean:

• Mark a Device Inactive when the end user offboards or the machine is retired.
• Mark it Unmanaged if you no longer support it but want to keep the record.

Don't delete Devices that have ticket history attached — flip the state instead so the history stays linked.

Putting it together

A typical customer setup follows this order:

1. Create the Customer Company.
2. Add Locations (Main Office, Remote, etc.).
3. Connect your RMM so Devices sync automatically.
4. Import Contacts and assign each to a Location.
5. As tickets come in, set the Device field so the history accumulates.

Within a few weeks, you have a full picture of where your customer works, what they use, and what's broken.

Related articles

• Add and manage Customer Companies
• Connect your RMM and other tools
• Create and work a Ticket