Workflows that match how your team actually works.
Your PSA's workflow engine is the most powerful feature most MSPs never fully configure. When workflows are done right, tickets route themselves, SLAs get enforced automatically, escalations fire on time, and your team spends less time managing the system and more time resolving issues. When they're done wrong — or not done at all — everything is manual, inconsistent, and slow.
I design and implement workflows for ConnectWise and HaloPSA that match your actual service delivery model. Not the vendor's defaults. Not some template from a peer group. Your process, automated.
Ticket Lifecycle Automation
From creation to closure, every ticket should follow a defined path. I design ticket lifecycle workflows that handle routing, categorization, status transitions, and closure validation automatically.
- Intelligent ticket routing based on type, source, client, and priority
- Auto-categorization from email subject lines and portal submissions
- Status transition rules with required field validation at each stage
- Stale ticket detection and automated follow-up notifications
- Auto-close rules with client confirmation workflows
SLA Enforcement
SLAs that exist in a contract but aren't enforced in the system are meaningless. I configure SLA rules that track response time, plan time, and resolution time — and trigger the right actions when targets are at risk.
- Priority-based SLA tiers matching your service agreements
- Warning notifications at 50%, 75%, and 90% of SLA expiry
- Business hours vs. 24/7 SLA clock configuration
- SLA pause rules for waiting-on-client and scheduled statuses
- Breach reporting with root cause categorization
Escalation Chains
When a ticket needs to move up, the system should handle it — not rely on a tech remembering to ping their manager. I design multi-tier escalation chains that route tickets to the right person at the right time based on priority, age, and SLA status.
- Tiered escalation (L1 to L2 to L3) with automatic reassignment
- Management notification at critical thresholds
- VIP client escalation paths with priority override rules
- After-hours and weekend escalation routing
- Escalation audit trail for post-incident review
Client-Specific Workflows
Not every client gets the same service experience. Some require change management approval. Some have compliance requirements that dictate how tickets are handled. Some just have preferences about communication. I build client-specific workflow variations that handle these differences automatically.
- Client-tier-based SLA and response rules
- Change management approval workflows for regulated industries
- Custom notification templates per client
- Dedicated technician assignment rules
Internal Approval Workflows
Procurement requests, time-off approvals, project change orders, and expense authorizations — these internal processes can all live inside your PSA with proper workflow design. I build approval chains that route requests to the right approver and track status through completion.
- Multi-level approval chains with delegation support
- Threshold-based routing (auto-approve under $X, escalate above)
- Time-off and schedule change request workflows
- Project scope change and budget approval workflows
From a recent engagement
For a mid-market MSP, I designed and automated five core end-to-end workflows: Procurement, Carrier Billing, Collections, Reporting, and Compliance. Each workflow eliminated 3-5 manual handoffs that were previously handled through spreadsheets, emails, and tribal knowledge.
“The best workflows are the ones nobody thinks about — because they just work.”
Let's design your workflows
Tell me how your team works and I'll build the automation to match. Every workflow comes with documentation and training.