MSP Automations

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:

Trigger — The event that fires the automation (e.g., incident detected)
Trigger Configuration — Parameters that refine when it fires (e.g., uptime drops below 99%)
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. The percentage uses the same formula as SLA reports: degraded counts as downtime, maintenance is always excluded from the denominator, and unknown counts as uptime.

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. Ticket open and close is ConnectWise today. Datto Autotask PSA and HaloPSA are coming soon — do not expect an in-app Autotask or HaloPSA ticket connector yet. 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

Navigate to Automations

Go to Tools → Automations in the MSP Console.

Click New Automation

Click New Automation in the top right.

Name and Describe

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

Select a Trigger

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

Add Actions

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

Set Active State

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

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

Setting	Value
Trigger	SLA Breach Detected
Action 1	Send Notification to MSP
Action 2	Create PSA Ticket (Priority: Critical)
Action 3	Send Email to account manager

Auto-Ticket on Any Incident

Setting	Value
Trigger	Incident Detected
Action 1	Create PSA Ticket
Action 2	Call Webhook (notify Slack channel)

Proactive Uptime Warning

Setting	Value
Trigger	Uptime Drops Below Threshold
Trigger Config	`{"threshold": 99.5}`
Action 1	Send Email to technical team

Get Started

Core Concepts

Dashboard Guides

MSP Features

Integrations

Embeddable Widgets

Account & Billing

Overview

How Automations Work

Trigger Types

Incident Detected

Uptime Drops Below Threshold

Client Quota Exceeded

SLA Breach Detected

Action Types

Send Notification to MSP

Send Email

Create PSA Ticket

Call Webhook

Creating an Automation

Managing Automations

Editing an Automation

Enabling / Disabling

Viewing Execution History

Example Automation Recipes

Escalate SLA Breaches Immediately

Auto-Ticket on Any Incident

Proactive Uptime Warning

​Overview

​How Automations Work

​Trigger Types

​Incident Detected

​Uptime Drops Below Threshold

​Client Quota Exceeded

​SLA Breach Detected

​Action Types

​Send Notification to MSP

​Send Email

​Create PSA Ticket

​Call Webhook

​Creating an Automation

​Managing Automations

​Editing an Automation

​Enabling / Disabling

​Viewing Execution History

​Example Automation Recipes

​Escalate SLA Breaches Immediately

​Auto-Ticket on Any Incident

​Proactive Uptime Warning

​Related Guides

Overview

How Automations Work

Trigger Types

Incident Detected

Uptime Drops Below Threshold

Client Quota Exceeded

SLA Breach Detected

Action Types

Send Notification to MSP

Send Email

Create PSA Ticket

Call Webhook

Creating an Automation

Managing Automations

Editing an Automation

Enabling / Disabling

Viewing Execution History

Example Automation Recipes

Escalate SLA Breaches Immediately

Auto-Ticket on Any Incident

Proactive Uptime Warning

Related Guides