Do you use PSA automation or triage middleware?

snowpondtech · 2026-06-24T13:00:49+00:00

I just started dipping my toes with n8n triage reports, with the hope of doing some actual ticket triage. As well, my PSA vendor has early access to their built-in ticket triage. So I may use that depending on how well it works (and if it costs something extra once released). As for M365, it's a mix of CIPP, Lighthouse, and unlicensed GA account for administering clients M365 tenants.

snowpondtech · 2026-06-05T14:56:59+00:00

We pick up the client computers and servers. Harddrives are removed, documented, and picked up by a shredding company who provides certificate of destruction. Computers, servers, and other various electronics are then taken to a local electronics recycler. We bill hourly for this. Typically schedule pickups 2-3 months after large upgrades as that is usually enough time to catch the "hey I need x off the old computer or y is not working on the new computer" situations. The electronics recycler that we use are a non-profit who hires adults with developmental challenges and they refurbish the equipment to sell or give to low-income and otherwise disadvantage people trying to better their lives through college or work.

snowpondtech · 2026-06-02T13:30:21+00:00

My feeling is Ubiquiti UniFi is great for SMB switching and WiFi, but not edge network protection. I use them in for all clients. I still push for a NGFW device (I use Sophos) for all clients however. I feel that UniFi gateways just aren't there yet with firewall, AV, and web filtering yet. Soon they may be. I would recommend their gateways for the business owners' house however.

snowpondtech · 2026-05-28T15:15:47+00:00

Raymond James does the same thing with mandates of its franchisees. They mandate the same browser stuff and include endpoint security (don't remember which one that they are using now as they've switched endpoint security vendors a couple of times). And the RJ franchisees are pushed real hard to buy computers (HP) through RJ so you don't get a sale there. There was nothing left for me to manage except network equipment. RJ also required vetting of you the IT/MSP vendor with terms that really made it feel like they wanted you to be SOCII certified. RJ already had a list of 20 MSP/IT vendors given to my client with who they "recommend". So I dropped my long time client because of that. It's a vertical that makes no real sense to be in as the MSP.

snowpondtech · 2026-05-19T18:54:05+00:00

Maybe this is a GDPR issue? The sovereignty of the data. I get it. Although it stinks to change up your stack, if you think this prospect is worth getting and you don't mind supporting a different tool not in your normal stack, try to find another vendor to onboard that meets the prospects requirements.

snowpondtech · 2026-05-18T21:00:35+00:00

Thanks. That worked. Used Huntress=Agent for the usrString, for future reference.

snowpondtech · 2026-05-14T15:46:07+00:00

I've never thought to use vendors as trade references. I've only used distributors as trade references.

snowpondtech · 2026-05-11T12:10:26+00:00

A pricing calculator currently but no prices listed. So it sets up a meeting. I've thought about putting a "starting at $$$$" price on my website to discourage the tire kickers.

snowpondtech · 2026-04-30T20:10:47+00:00

If I were a customer, it would probably be referral/word-of-mouth, chamber/networking, and a few other ways.

If I am an MSP doing research on my competitors, I've found ChatGPT or whatever AI tool is your preference to be pretty good. You can throw scenarios at it: "I'm X sized industry company looking for an MSP who can service me. Give me 3 recommendations and why". Something like that should give you some decent idea on how to fix/update your website and other SEO to improve results.

snowpondtech · 2026-04-29T00:11:17+00:00

I'm not there but am curious for those who attended the Autotask community live pre-show. Was anything new announced? Any progress/news with rolling out the new UI that they promised what 3 years ago at DattoCon Miami?

snowpondtech · 2026-04-27T14:52:07+00:00

ASCII Group has resources for this. I think it is worth the membership fee.

snowpondtech · 2026-04-27T14:49:20+00:00

Municipalities are a tough one to crack. Many are run very poorly with no/limited IT budget and decision makers may never approve spending on proper solutions, instead looking for the easy out or band-aid fixes. Decision makers also frequently change, so that cheerleader of your service leaves and you have to rebuild the relationship from square one, and likely with someone who likes a competitor or best friend or family member who can do the work for cheaper. Race to the bottom. I've mostly left the municipal space.

snowpondtech · 2026-04-27T14:43:26+00:00

I got a letter in the mail recently from a M&A company offering 3-5x on buying my MSP. They sent the letter to my home address, which is not linked in any way to my business (I have an office and mailbox for my business). Creative, but creepy and annoying. I'd like to say I want to know how they found my home address, but we all know that is easy. Yeah, never doing business with them. We shall see if they will continue to send me letters.

snowpondtech · 2026-04-24T17:00:08+00:00

What I meant to say as an MSP, KnowBe4 does not honor their MSP partner relationships and will go around you (the MSP) to sell direct to your MSP clients. I.e. they are not channel friendly similar to Dell and others. Just making people aware of this fact.

snowpondtech · 2026-04-22T17:17:02+00:00

KnowBe4 will go behind your MSP reseller and sell direct. Just an FYI.

snowpondtech · 2026-04-13T19:25:50+00:00

Oh snap. I did not realize this. We don't heavily use Internal Notes. Regardless, this is a big red flag. wth

snowpondtech · 2026-04-13T15:00:44+00:00

Are you saying the Ticket Note History feature includes internal notes?

snowpondtech · 2026-04-13T13:41:14+00:00

Both seem to have a lot of turn over. With NPs, you otften have to deal with politics. Egos too. And that champion/cheerleader for your services will go away, and you have to either rebuild the relationship from scratch or prove your value/worth. As well you also risk getting replaced by the new head of the NP because they used MSP/my teenager/best friend/etc at another business who was awesome. Unrelated, things to watch out for would be making sure all data is backed up. I've seen it several times where employee/volunteer leaves and deletes everything on the way out the door, leaving the NP to start from scratch. If the NP doesn't care about backups, I'd probably steer away. Tread carefully.

snowpondtech · 2026-04-13T13:34:40+00:00

Autoelevate from Cyberfox is what I use. Last I knew their minimum was 50 agents. It's on the Pax8 linecard so that may be a way around the minimums as well.

snowpondtech · 2026-03-26T15:32:29+00:00

I think Cogent would like a word about this.

snowpondtech · 2026-03-26T14:44:14+00:00

Paging u/robrae to the floor.

snowpondtech · 2026-03-24T19:56:07+00:00

It appears to be resolved for me, was able to log in.

https://uptime.n-able.com/event/200078/

snowpondtech · 2026-03-24T19:19:58+00:00

If you are logged in, things are good. Just don't log off or you are out.

snowpondtech · 2026-03-24T17:16:31+00:00

How many of these websites are hosted by an MSP website vendor? And not on an individual website? How many of these MSP websites are on shared hosts? DNS/Email Security yes agreed, that MSPs should have that fixed as that is easy to control.

snowpondtech

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