Workflows that match how your team actually works.
Your PSA's workflow engine is the most powerful feature you're not using.
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.
I design and build 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.
Workflow Example
What I design
Every workflow your MSP needs, automated.
Ticket Lifecycle Automation
Intelligent routing based on type, source, and priority. Auto-categorization, status transition rules with field validation, stale ticket detection, and auto-close with client confirmation.
SLA Enforcement
Priority-based SLA tiers, warning notifications at 50/75/90% of expiry, business hours vs. 24/7 clocks, pause rules for waiting statuses, and breach reporting with root cause analysis.
Escalation Chains
Multi-tier L1/L2/L3 escalation with auto-reassignment, management notification at critical thresholds, VIP client priority override, and after-hours routing.
Client-Specific Workflows
Client-tier-based SLA rules, change management approval for regulated industries, custom notification templates per client, and dedicated technician assignment.
Internal Approval Workflows
Multi-level approval chains with delegation, threshold-based routing, time-off and schedule change requests, and project scope/budget approval workflows.
Process
How workflows get built
Every workflow engagement follows a structured process, from understanding your current operations to deploying automation your team can rely on.
Audit
Map your current workflows, identify gaps, and document how your team actually operates today.
Design
Design workflow logic, escalation paths, and automation rules matched to your service model.
Build & Test
Build workflows in your PSA, test every path and edge case, and validate with your team.
Deploy & Train
Deploy to production with documentation, training sessions, and a support period for tuning.
Real results
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.
5
End-to-end workflows automated
15-25
Manual handoffs eliminated
0
Dropped handoffs since launch
Well-designed workflows eliminate handoffs, the points where work gets dropped, delayed, or done twice.
14
End-to-end workflows automated
35-40
Manual handoffs eliminated
0
Dropped handoffs since launch
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.