Automation isn’t just about saving time; it’s about transforming how MSPs and IT professionals deliver proactive, reliable service. In the fourth session of Syncro’s Power Hour series, I walked folks through practical ways to leverage automation inside Syncro to reduce firefighting, eliminate repetitive tasks, and focus on high-value client relationships.
For MSPs, that often means zeroing in on the tools that have the fastest, most tangible impact. That’s why this session focused on two game-changing areas of the Syncro platform: Automated Remediation and Intelligent Ticket Automations. Together, they can help transform daily operations from chaotic to controlled.
Below, I’ve recapped the highlights and takeaways you can apply right away in your own MSP practice. Let’s get started.
Automated Remediation: Stop Issues Before They Escalate
I started this session by reframing how MSPs should think about automated remediations. Many assume they need to be complex, “solve-everything” workflows. In reality, some of the most valuable remediations are the simplest.
Next, I dove into outlining three main types of automated remediation:
1. Specific Notifications for Specific Alerts
Instead of every RMM alert flooding the same inbox, automation can filter and escalate based on conditions.
Example: When a server agent goes offline outside of business hours, an automated remediation can email your support group, text the on-call tech, and notify the end user that you’re already aware and investigating.
2. Linked PSA Actions
Remediations can automatically create a pre-filled ticket, pipe alerts into Teams or Slack channels, and keep stakeholders informed without manual steps.
Example: If a prohibited remote access tool like AnyDesk is detected, Syncro can instantly generate a ticket, tag it with critical details, and post into a Teams channel.
3. Automated RMM Actions
Trigger scripts directly when conditions are met.
Example: A low disk space alert on a workstation could automatically run a cleanup script, skipping servers or VIP assets as needed.
I also showed folks how combining these types multiplies their impact. For instance, detecting a malware threat could kick off an antivirus scan, generate a PSA ticket with urgency tags, and send a customer-facing notification—all automatically.
Pro Tip: Start small. Even a simple alert-to-notification workflow can save hours per week while ensuring faster response times.
Intelligent Ticket Automations: Streamline, Organize, and Communicate
The second half of the session dove into ticket automations, which run about every hour (or in real-time for Team Plan users). I grouped use cases into these categories:
1. Automate Assist (Helping Dispatchers & Managers)
Automations can flag data entry mistakes or missing info that often slip through.
Examples:
- If a ticket sits in “New” status for more than 24 hours, bump its priority so it doesn’t get lost.
- If a managed customer’s ticket is missing an SLA, auto-tag it and notify the manager
If the subject line contains “Printer” but the issue type isn’t categorized as a printer ticket, Syncro can automatically correct it.
2. Time-Saving Automations for Techs & End Users
Automations can inject documentation, worksheets, or even troubleshooting steps directly into tickets.
- Add links to third-party documentation platforms like SharePoint or Hudu directly into tickets.
- Email end users troubleshooting steps (e.g., check printer connections, restart device) to resolve simple problems before techs are even involved.
3. Organize, Categorize, and Prioritize Work
MSPs serving multiple industries can segment tickets by vertical, line-of-business app, or customer tier.
- Flag VIP users automatically, raise their ticket priority to “1,” and post notifications in a dedicated Teams channel.
- Separate tickets by vertical (dental, legal, small government) or application (Dentrix, QuickBooks, Sage) so the right technician tackles them.
- Auto-escalate “stale” tickets untouched for 24+ hours to prevent missed SLAs.
4. Macros & Shortcuts
Automations can replicate the effect of canned responses or escalation rules.
- Example: If a ticket is waiting for a customer response, automation can email the end user a reminder during business hours. If they don’t reply within 48 hours, the system can automatically resolve the ticket, yet reopen it instantly if they respond later.
- Example: For tickets waiting on third-party vendors, Syncro can notify the technician to follow up and proactively update the end customer without extra manual work.
Key Takeaways
Proactivity beats reactivity. Automated remediations let MSPs address issues before they escalate into outages or emergencies.
Small automations = big impact. Start with targeted notifications or ticket categorization, then scale to more complex workflows.
Enhance technician efficiency. Ticket automations reduce repetitive tasks like chasing down missing data or manually escalating stale tickets.
Improve client experience. Proactive notifications and automated follow-ups reassure customers you’re always on top of their issues.
Final Thoughts
Episode 4 of Power Hour underscored a simple truth: automation is not about replacing people. It’s about empowering them. By automating repetitive tasks and ensuring no ticket or alert falls through the cracks, MSPs can spend less time firefighting and more time focusing on client strategy, growth, and innovation.
Stay tuned for future Power Hour sessions, where the Syncro team continues to showcase practical, real-world ways MSPs can get the most out of the platform.
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