Keystone is cross-app ticketing, change management, and ITSM at the SMB tier - with the only built-in MCP bridge in its category. An AI agent (Conductor) can triage, route, escalate, and close tickets autonomously through eight Keystone MCP tools, under your authorization.
Behind the dashboard is real ITIL 4 alignment - 30 practices mapped, zero gaps in our Q2 2026 internal audit - paired with cross-app routing into Ledger, Pilot, Launch Pad, and Conductor. When a customer reports a bug on storefront X, Keystone routes it to the right service team, attaches the right asset in the Ledger Asset Register, and posts the SLA clock.
Built for the Canadian SMB operations team that has outgrown a shared inbox but cannot justify a $500/mo USD enterprise helpdesk subscription per agent. Keystone Starter at $49/mo CAD covers the solo operator. Pro at $149 handles up to 5 agents with full MCP read/write. Enterprise at $449 is unlimited agents plus the Per-Cowork audit dashboard.
15-day free trial - No credit card - CAD-pricedSMB operations teams hit a predictable cliff. Day one, you handle support out of a shared inbox. By month six, tickets are dropping through the cracks, no one knows what's been escalated, and the inbox has 400 unread threads. So you sign up for the popular helpdesk tool - $25-$75 USD per agent per month, billed per seat, billed in USD, with most of the actually-useful features (SLA, automation, asset linking) gated behind the $99 USD/agent Pro tier.
For a 3-agent SMB ops team that's $225-$300 USD/month - call it $300-$420 CAD with FX. And you still don't have cross-app routing into your accounting tool, your project tool, or your storefront cockpit. When a customer complains about an invoice, you copy the ticket info into your accounting tool. When a vendor reports a defect, you manually open a project task. When the storefront breaks, the ticket has no link to the affected SKU.
Then there's the AI gap. No SMB-tier helpdesk has an MCP bridge - meaning no AI agent can actually triage your queue, draft responses, route tickets, or close resolved items autonomously. You either hire another agent ($45K-$60K/yr) or you keep watching the queue yourself. The middle ground (the AI agent that operates the ticketing system on your behalf) simply doesn't exist outside of Vastura at the SMB tier.
ITIL 4 alignment is supposedly only for enterprises. We disagree. The 30 ITIL 4 practices (incident management, change enablement, problem management, asset management, supplier management, etc.) are exactly what a 5-50 person SMB ops team needs to run a tight ship. Keystone ships ITIL 4 alignment dashboarded at the Enterprise tier.
Keystone Starter at $49/mo CAD is a single-agent ITSM tool covering ticket creation, triage, SLA, escalation, knowledge base, and email-channel ingestion. It's where the solo operator moves off the shared inbox into proper structured request tracking. MCP is read-only at this tier - you can query tickets via the Conductor agent but not write.
Keystone Pro at $149/mo CAD handles up to 5 agents and unlocks the full MCP bridge with 8 read/write tools - meaning Conductor (or any MCP-compatible AI agent) can create, update, comment, close, and route tickets autonomously. Cross-app ticket routing into Ledger Asset Register, Pilot projects, and Launch Pad storefronts ships at this tier. Automation rules (route by keyword, escalate by SLA breach, etc.) run on every ticket.
Keystone Enterprise at $449/mo CAD is unlimited agents, multi-entity ticket consolidation, the ITIL 4 alignment dashboard, the Per-Cowork audit program (a Vastura-specific governance surface for organizations running multiple AI Coworks), approval workflows for change requests above dollar threshold, and the dedicated CSM. This tier is for the ops team running 100+ tickets a week across multiple entities.
The MCP bridge is what makes Keystone unique. You can wire your Conductor agent (or any external MCP-compatible AI like Claude Code, Cursor, or a custom agent) to run the queue. Triage the morning's inbound. Draft first-touch responses. Escalate by SLA breach. Close tickets that get a customer thumbs-up. The agent never sleeps; you review the audit log.
Twelve modules built for the SMB ops team that wants ITIL 4 discipline without enterprise pricing - and an MCP bridge that lets an AI agent operate the whole thing.
Inbound tickets routed by keyword, sender, asset link, or AI classification. SLA clock starts on creation, escalates at thresholds (1hr, 4hr, 24hr, configurable). SLA breach notification routes to the on-call agent. CSAT survey auto-sends on resolution.
30 ITIL 4 practices mapped and dashboarded at Enterprise. Incident, Problem, Change Enablement, Service Request, Asset Management, Supplier Management, Knowledge Management, Continual Improvement, and 22 more. Internal audit Q2 2026: 30 full / 0 gaps.
Eight MCP tools exposed: ticket_list, ticket_get, ticket_create, ticket_update, ticket_comment, ticket_close, kb_get, kb_set. Pro+ unlocks read/write. Conductor agent or any external MCP-compatible AI can operate the queue under your authorization.
Tickets can attach to Ledger Asset Register entries, Pilot project tasks, Launch Pad storefronts, and Conductor workflows. Cross-app status sync means closing the ticket also closes the upstream task or marks the asset as serviced.
Every ticket can attach to one or more assets in the Ledger Asset Register. Full repair history, depreciation status, and CCA class visible from the ticket. Critical for SMB ops teams managing equipment, fleet, or fixed-asset-heavy operations.
Internal KB plus customer-facing FAQ surface. KB articles can be tagged to ticket types so first-touch responses can suggest the right article. AI agent (via MCP kb_get) can read and surface KB content in customer responses.
Auto-send CSAT survey on resolution. Score, comment, and follow-up routing. CSAT trend dashboards by agent, team, queue. Tied into the ITIL 4 Continual Improvement practice for systematic service quality tracking.
Configurable automation: route by keyword, escalate by SLA, auto-comment on milestone, auto-close after N days of no customer reply. Rules built in a simple condition-action UI. No code required.
Built-in transactional email through Resend - first-touch, escalation, resolution, CSAT, KB suggestion. Per-Cowork sending domain available at Enterprise. No separate email vendor needed for ticketing-related sends.
Granular ACL: agent role, supervisor role, customer role, viewer role. Per-queue scoping. Per-asset scoping. Audit log on every read/write so you can see who saw what when.
Vastura-specific governance surface for organizations running multiple AI Coworks. Each Cowork's MCP usage, ticket throughput, ITIL practice adherence, and policy compliance is dashboarded. Enterprise tier only.
Enterprise tier. Run tickets across multiple Vastura-managed entities and roll them up into a holdco view. Cross-entity ticket routing for shared services (IT, Finance, HR). One queue, multiple sub-tenants.
| Feature | Vastura | Industry SMB average |
|---|---|---|
| Ticket creation + triage + SLA | ✓ from Starter | ✓ |
| ITIL 4 practice alignment | ✓ Pro+ (30 full / 0 gaps) | × rare in SMB tier |
| MCP bridge (8 tools per Cowork) | ✓ Pro+ | × no commercial equivalent |
| Cross-app ticket routing | ✓ Pro+ | partial requires integrations |
| Asset linking (Ledger Asset Register) | ✓ Pro+ | × |
| Knowledge base + FAQ | ✓ from Starter | ✓ Pro+ |
| CSAT + satisfaction surveys | ✓ Pro+ | ✓ Pro+ |
| Workflow automation rules | ✓ Pro+ | ✓ |
| Resend transactional email built-in | ✓ from Starter | partial typically extra |
| Role-scoped ACL | ✓ Pro+ | partial |
| Per-Cowork audit program | ✓ Enterprise | × |
| Multi-entity ticket consolidation | ✓ Enterprise | × |
| AI-agent-operated queue (MCP) | ✓ Pro+ | × |
| CAD-priced (no FX surcharge) | ✓ every tier | × |
| Approval workflows for change requests | ✓ Enterprise | partial Enterprise-only typically |
| Per-agent billing (vs flat) | ✓ tier-based, not per-agent | × typically $25-$75 USD/agent/mo |
| Audit log on every write | ✓ all tiers | partial |
The per-agent pricing model used by most SMB helpdesks penalizes growing teams - every new agent is another $25-$75 USD/mo. Keystone is tier-based: Pro at $149 CAD covers up to 5 agents, Enterprise at $449 is unlimited. For a 5-agent team, that's roughly $130 USD-equivalent vs $375 USD with a per-agent incumbent.
The MCP bridge is the real moat. No other SMB-tier ITSM tool lets an AI agent operate the queue. If you're running a Conductor agent in your Vastura stack (or a Claude Code instance, or a custom MCP-compatible agent), Keystone is the only ticketing platform that hands the agent eight read/write tools to actually do the work.
Every tier includes a 15-day free trial. Cancel anytime. Annual billing saves 25%. All prices in Canadian dollars.
Solo operator wanting structured request tracking
SMB operations team with 2-5 agents
Multi-entity ops team with full ITIL 4 alignment
15-day free trial - Cancel anytime - CAD-priced - No FX surcharge
Four personas we built this product for. Find yours below.
Pat runs a Shopify side business and gets 5-10 customer questions a day. Starter at $49/mo replaces the cluttered Gmail inbox with proper ticket tracking, KB articles, and CSAT. Mornings now take 30 minutes instead of 90.
Best fit: Keystone Starter
Maya's 3-agent team handles 80-120 tickets/week. Pro at $149/mo (covers all 5 agents) gives them MCP read/write so their Conductor agent triages overnight inbound. Cross-app routing pushes invoice questions to Ledger and product bugs to Pilot. CSAT trending up.
Best fit: Keystone Pro
Devon runs IT for a holdco with 4 entities. Enterprise at $449/mo handles unlimited agents and consolidates tickets across all 4 entities with proper routing. ITIL 4 dashboard satisfies their annual SOC 2 audit. Per-Cowork audit program tracks AI agent activity for compliance.
Best fit: Keystone Enterprise
Riley's MSP services 15 SMB clients. Enterprise multi-tenant routing lets each client have their own queue but Riley sees the holdco view. The MCP bridge means Conductor handles first-touch triage 24/7. Throughput per agent up 2x since rollout.
Best fit: Keystone Enterprise + Conductor
Vastura is a stack, not a single tool. Each product passes data into the next so you stop running glue scripts and CSV exports.
Tickets can attach to specific Ledger Asset Register entries. Repair history, depreciation, CCA class all visible from the ticket. Closing the ticket logs a service event against the asset.
Keystone ticket -> Ledger Asset -> Service logA ticket that needs project work (bug fix, scoped change) can spawn a Pilot task with the ticket as its parent. Pilot task status syncs back to the ticket. Closing one closes the other.
Keystone ticket -> Pilot task -> Bi-directional syncConductor connects to Keystone through MCP with 8 read/write tools. Conductor can triage, draft responses, route, escalate, and close tickets. You review the audit log.
Conductor chat -> Keystone MCP -> Queue opsTickets from a Launch Pad storefront (customer questions, order issues) route into Keystone with the storefront and order pre-attached. Cross-entity routing handles multi-brand operations.
LP customer message -> Keystone ticket -> Order contextConcierge AI handles first-touch customer chat. Anything Concierge can't resolve escalates to Keystone with full conversation transcript attached. Live agent picks up from the transcript without re-asking the customer.
Concierge chat -> Escalation -> Keystone ticketHR tickets (onboarding, certifications, H&S incidents) route to Keystone with employee record pre-attached. Per-Cowork ACL keeps sensitive HR tickets visible only to authorized agents.
People event -> Keystone HR ticket -> Restricted ACLInbound from a Marketing Suite campaign (e.g. a Reddit DM about a posted offer) routes into Keystone with the campaign attached. Per-platform inbound channels supported.
Marketing inbound -> Keystone -> AttributionInventory low-stock alerts spawn Keystone tickets routed to the supplier-management queue. Reorder workflows tracked end-to-end through ticket lifecycle.
Inventory alert -> Keystone supplier ticket -> ReorderEvery Vastura tier includes a 15-day free trial. No credit card is required up front - you only enter payment when you decide to keep the subscription past day 15. If you cancel within the trial window, your data stays accessible in read-only mode for 30 days so you can export everything cleanly.
If you subscribe and decide within 15 days that Keystone is not the right fit, contact support and we refund the prorated month in full - no questions, no retention call. Annual subscribers get a prorated refund on unused months minus a 5% admin fee, processed back to the original payment method within 7 business days.
Yes - your data is yours. Vastura supports full CSV / JSON / PDF export across every product. Keystone exports include all transactional records, configuration, audit log entries, and attachments. We also provide a Cutover Toolkit (Enterprise tier) for migrating to or from competing platforms with mapping templates included.
Multi-entity is native, not an afterthought. From the Pro tier upward, you can run multiple businesses (Inc / sole prop / partnerships) under one login with per-entity books, branding, and identity. The Enterprise tier unlocks unlimited entities plus consolidated reporting across the holdco. One operator, multiple businesses, one subscription instead of one-per-entity.
Vastura Ltd is Alberta-incorporated and built specifically for Canadian operators. USD-priced SaaS hits Canadian SMBs with a 35-40% FX surcharge after exchange and credit card cross-border fees. We price in CAD, charge in CAD, and write all tax surfaces (GST/HST, CCA, T2 prep) to Canadian rules first. International expansion comes later, but Canada is home base.
All Vastura data sits on Cloudflare's enterprise tier with end-to-end TLS 1.3, at-rest encryption, role-based access control, and a full audit log on every write. We're on the SOC 2 Type 1 - Type 2 roadmap (Type 1 target Q2 2027) and ISO 27001 (Q1 2028). PIPEDA compliance is built in by default - Canadian data residency is on the roadmap for late 2026.
The honest answer: most SMB-tier alternatives are single-tool, USD-priced, and don't talk to each other. Vastura's moat is the integrated stack - Ledger feeds Pilot feeds Studio feeds Launch Pad through the MCP bridge, and CAD-pricing means no FX surcharge. We don't claim to beat every dedicated single-tool incumbent on every micro-feature, but we beat the total cost of running 6 separate USD SaaS subscriptions glued together with Zapier.
No. Onboarding is guided - connect your bank or Shopify, walk through the entity wizard, and you're posting transactions or running storefronts within the first 30 minutes. The optional MCP layer (for AI agent operation) does benefit from a technical user, but the dashboard, reports, and day-to-day workflow are designed for the operator-without-an-IT-department.
Upgrades are prorated and instant - switch from Starter to Pro and you only pay the difference for the remaining days in the cycle. Downgrades take effect at the next renewal so you keep what you paid for. The Conductor agent can also recommend tier changes based on actual usage patterns at the Pro tier and above.
Yes - annual billing is 25% off the monthly rate, applied across every tier and every product. Registered Canadian non-profits and charities can apply for an additional 20% discount (contact support with your CRA registration number). Bundle suites (Ops / Ecomm / Pro / Enterprise) include built-in discounts on top of that.