Features → Automation
Automation built for MSP workflows, not generic SaaS
Triage rules that route inbound tickets to the right tech. Multi-tier escalation with on-call routing. Recurring templates for monthly work. Approval workflows for estimates and change requests. Outbound webhooks on 60+ events. Optional Claude-powered AI assistance. Built into the PSA, not bolted on via Zapier.
What you get
A native automation layer that understands MSP work. Triage rules know about ticket types, SLAs, customer tiers, on-call rotations, and runbooks. Workflows fire on the events MSPs actually care about (ticket created, invoice paid, project milestone met) — not generic “row changed” triggers you have to scope yourself.
Capabilities
Triage Rules Engine
Pattern-match inbound tickets on subject, body, sender domain, or customer attributes — route to the right tech, queue, or runbook automatically. Rules evaluate in order; first match wins. Logged on every assignment so you can audit "why did this go to Bob?" weeks later.
Multi-Tier SLA Escalation
Per-customer SLA policies with response + resolution targets. Configurable escalation tiers fire when a ticket sits past threshold — page on-call, notify the customer's primary contact, alert the on-duty manager. Tag-driven routing means the right person gets the page, not the whole team.
Recurring Ticket Templates
Cron-style scheduling for repeating work: monthly patching, quarterly business reviews, annual license renewals. Templates clone with customer + assignee + checklist already populated. Generated tickets carry forward unbilled time so recurring retainers reconcile cleanly.
Approval Workflows
Configurable approval routing for estimates, timesheets, change requests, purchase orders, and arbitrary entity types via the approval rules engine. Multi-step approvals supported. Approver-of-record is logged for compliance.
Event-Triggered Workflows
60+ event types — ticket.created, invoice.paid, customer.created, project.milestone_met, signature_request.signed, payment.failed, etc. — fire workflows that send emails, call webhooks, or update records. Visual editor for simple flows; conditional branches for complex ones.
Outbound Webhooks (HMAC-Signed)
Subscribe any external URL to OriginPSA events. Payloads HMAC-SHA256 signed with a per-subscription secret so receivers can verify authenticity. Retry on 5xx with exponential backoff. SSRF-validated on subscription save — webhook URLs can't point at internal addresses.
Email-to-Ticket + Unified Inbox
Inbound email becomes a ticket via Microsoft Graph, Gmail API, or IMAP polling. RFC 5322 In-Reply-To + References threading attaches replies to the right ticket across providers. Anything that doesn't auto-match drops into the Unified Inbox for one-click triage: assign to a lead/prospect/customer/vendor, create a new record, spin into a ticket, or dismiss. Attachments scan through ClamAV before they land in the queue.
Alert-to-Ticket Pipeline
Monitoring webhooks (Zabbix, PRTG, or any generic source) hit a per-tenant URL, get normalized through a per-source template, and open tickets — auto-routed to the right customer by host tag, hostgroup, or device. Recovery events resolve the same ticket. Triage view at /alerts/monitoring catches anything that didn't auto-route. Severity maps to ticket priority.
AI Triage Assistant (Optional)
Claude-powered (Anthropic) ticket summarization, priority suggestion, runbook recommendation, and customer-reply draft generation. Tenant brings their own API key — your traffic, your bill. Opt-in per tenant; no AI data flows from OriginPSA without your config.
Scheduled + Manual Workflow Execution
Workflows fire on schedule (every N hours / daily / weekly via cron) or on demand from the staff app. Useful for periodic cleanups, batch billing runs, end-of-month roll-ups.
Calendar + Dispatch Integration
Dispatch the next-7-days board feeds the calendar; calendar events feed external M365 / Google calendars. Automated SLA-breach notifications fire to the assigned tech's calendar.
Who this is for
- MSPs running tight SLAs across many customers. Escalation engine + on-call tags mean nobody manually watches the queue for breach. The page goes to the right tech automatically; the manager gets pinged only if it sits beyond second-tier threshold.
- MSPs with monthly maintenance routines. Recurring ticket templates with cron scheduling generate the patching / backup-check / health-review tickets, pre-assigned, with runbook attached. Tech executes the runbook; time logs against the ticket; the recurring invoice picks up the billable hours.
- MSPs wanting AI assistance without sending data to OpenAI. BYO Anthropic API key. AI features stay opt-in per tenant. Tickets, customer data, and conversation history don't leave OriginPSA unless you flip the switch — and even then, you control the model + the prompt.
- MSPs needing custom integrations. Outbound webhooks on 60+ events with HMAC signing get you to any third-party tool that accepts a webhook URL. No middleman platform fee.
How it compares
Most PSAs ship a workflow engine designed to look good in a demo — generic event triggers, generic actions, generic templates. To get real MSP automation, you end up gluing Zapier or Make.com on top, paying for a second tool, and watching it break when the PSA changes its API.
OriginPSA's automation is built around the operations of an MSP: triage rules know about runbooks, escalation knows about on-call tags, recurring templates generate billable work that flows into the recurring invoice. The integrations you need are already in the PSA, and the webhooks for what isn't covered are first-class.
Pricing & availability
Triage rules, recurring ticket templates, and SLA escalation are included on Professional ($49/user/month). The full workflow automation engine, approval rules engine, and outbound webhooks are Professional and above. AI assistance (BYO Anthropic key) is available on every plan; AI usage is billed by Anthropic, not by us. See the pricing page for the full matrix.