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15.3. Build Your First MSP Workflow
Create a practical first workflow that responds to a new urgent ticket, routes it for triage, and notifies the right MSP team members.
This walkthrough uses a common MSP scenario: GreenLeaf Dental Group opens an urgent support ticket and the service desk wants the ticket routed and visible immediately.
The goal is not to build a complex workflow on day one. The goal is to create a safe, understandable automation that your team can test and monitor.
Scenario
Client: GreenLeaf Dental Group
Business need: urgent support tickets must be seen by the service manager quickly.
Workflow: when a ticket is created, prepare the ticket triage steps and send an internal notification.
Before you start
Confirm that:
- Workflow Automation is available in your AlgaPSA environment;
- you have permission to create and publish workflows;
- your ticket boards, priorities, and assignments are already configured;
- your email or notification settings are ready if the workflow sends messages;
- you know who will monitor the first few workflow runs.
Step 1: Create the workflow
- Go to Workflows > Workflow Editor.
- Click New Workflow.
- Name the workflow clearly, such as High Priority Ticket Triage.
- Add a short description that explains the business reason for the workflow.
Good workflow names are operational, not technical. Prefer names like VIP Client Ticket Watch or Overdue Invoice Follow-Up over names like Workflow 1.
Step 2: Select the trigger
For this example:
- Set Trigger type to Event.
- Choose Tickets as the event category.
- Choose Ticket Created as the event.
This means AlgaPSA will start the workflow when a new ticket is created. If the workflow should only act on urgent tickets, add a condition step that checks priority, board, client, or other ticket fields before sending notifications.
Step 3: Add workflow steps
Use the action palette to add business steps. For a first workflow, keep it simple:
| Step | Purpose |
|---|---|
| Ticket action | Find, update, assign, add a note, or otherwise prepare the ticket for triage. |
| Communication action | Send an internal email or notification to the service manager or dispatcher. |
| Optional condition | Only continue when the ticket meets the priority, client, or board criteria. |
Figure 1: The Workflow Designer combines a trigger, palette actions, step configuration, and the workflow pipeline.
Step 4: Map data into actions
Each action needs input. Some inputs are fixed values, such as a manager's email address. Others come from the trigger, such as the ticket title, client, or priority.
For example:
| Action input | Example value |
|---|---|
| Notification recipient | servicemanager@yourmsp.example |
| Notification subject | Urgent ticket created: {{ticket.title}} |
| Ticket note | Workflow notified service management for urgent ticket triage. |
| Assignment | Service desk lead or escalation team |
Use trigger data when the message or action should include details from the ticket. Use fixed values when the value is a standard part of the operating process.
Step 5: Save, test, and publish
- Click Save Draft while you are building.
- Use Run or a safe test event to validate the workflow.
- Review any validation messages before publishing.
- Publish only after required fields, mappings, and conditions are correct.
- Monitor the first runs from the Workflow Control Panel.
Expected result
After publishing, new matching tickets start the workflow automatically. The service manager receives the notification, and the ticket contains the expected internal updates or assignments.
If the workflow does not behave as expected, pause or unpublish it, review run history, adjust the draft, and publish a corrected version.