Skip to main content

​
Overview

MSP Automations let you define rules that automatically trigger actions when specific events happen across your client organizations. Instead of manually responding to every alert, automations handle routine responses — creating tickets, sending emails, calling webhooks — so nothing falls through the cracks. Navigate to Tools → Automations in the MSP Console.

​
How Automations Work

An automation has three parts:
  1. Trigger — The event that fires the automation (e.g., incident detected)
  2. Trigger Configuration — Parameters that refine when it fires (e.g., uptime drops below 99%)
  3. Actions — What happens when the trigger fires (e.g., create a ticket, send an email)
Automations apply across your client organizations. When a matching event occurs for any client, the configured actions execute automatically.

​
Trigger Types

​
Incident Detected

Fires when a new incident is detected across any monitored client service. 
Trigger: incident_detected
Use this to automatically open a PSA ticket and notify your team whenever a client experiences an outage.

​
Uptime Drops Below Threshold

Fires when a client’s uptime percentage drops below a configured threshold. 
Trigger: uptime_threshold
Config: { "threshold": 99.0 }
Configure the threshold parameter (e.g., 99.0 for 99% uptime). Useful for proactive SLA monitoring before a formal breach occurs.

​
Client Quota Exceeded

Fires when a client exceeds their allocated monitoring quota (number of stacks, monitors, or components). 
Trigger: quota_exceeded
Use this to trigger a billing conversation or automatically notify the client that they need to upgrade.

​
SLA Breach Detected

Fires when a client breaches their configured SLA targets. 
Trigger: sla_breach
Use this to immediately escalate to account managers or create a priority ticket when SLA commitments are at risk.

​
Action Types

Each automation can have one or more actions that execute when the trigger fires. Actions run in sequence.

​
Send Notification to MSP

Sends an in-app notification to MSP users in the StatusStack console. 
{
  "type": "send_notification"
}

​
Send Email

Sends an email to specified recipients. 
{
  "type": "send_email",
  "config": {
    "recipients": ["oncall@msp.com", "manager@msp.com"],
    "subject": "Client incident detected"
  }
}

​
Create PSA Ticket

Creates a ticket in your connected PSA (Professional Services Automation) tool. 
{
  "type": "create_ticket",
  "config": {
    "priority": "high"
  }
}
Requires a PSA integration to be configured under Settings → Integrations. Available configuration fields depend on the connected PSA provider.

​
Call Webhook

Calls an external webhook URL with incident data. 
{
  "type": "webhook",
  "config": {
    "url": "https://hooks.example.com/incident",
    "method": "POST"
  }
}

​
Creating an Automation

1

Navigate to Automations

Go to Tools → Automations in the MSP Console.
2

Click New Automation

Click New Automation in the top right.
3

Name and Describe

Give the automation a descriptive name and optional description so your team understands its purpose.
4

Select a Trigger

Choose the event type that should fire this automation. For uptime_threshold, add trigger configuration with your desired percentage.
5

Add Actions

Add one or more actions. Each action has a type and optional configuration. Click + Add Action to chain multiple actions together.
6

Set Active State

Toggle Active on to enable the automation immediately, or leave it off to save as a draft.
7

Save

Click Create Automation. The automation starts monitoring immediately if active.

​
Managing Automations

The automations table shows all your configured rules with:
  • Name and description
  • Trigger Type — The event that fires it
  • Status — Active or inactive badge
  • Executions — Total number of times the automation has fired
  • Last Executed — When it last ran

​
Editing an Automation

Click the edit action on any automation row to update its configuration. Changes take effect immediately for active automations.

​
Enabling / Disabling

Toggle the active state to pause an automation without deleting it. Inactive automations are preserved but won’t fire.

​
Viewing Execution History

The Executions count and Last Executed timestamp give you a quick view of automation activity. For detailed logs, check your connected PSA or the notification history in the MSP Console.

​
Example Automation Recipes

​
Escalate SLA Breaches Immediately

SettingValue
TriggerSLA Breach Detected
Action 1Send Notification to MSP
Action 2Create PSA Ticket (Priority: Critical)
Action 3Send Email to account manager

​
Auto-Ticket on Any Incident

SettingValue
TriggerIncident Detected
Action 1Create PSA Ticket
Action 2Call Webhook (notify Slack channel)

​
Proactive Uptime Warning

SettingValue
TriggerUptime Drops Below Threshold
Trigger Config{"threshold": 99.5}
Action 1Send Email to technical team