L1/L2 Ticket Automation for MSPs
Squash resolves repetitive L1 and L2 tickets by diagnosing the request, applying client context, executing approved actions, and documenting the outcome.
Squash handles
- Resolve common access, identity, endpoint, and Microsoft admin requests.
- Adapt to client-specific runbooks and guardrails.
- Escalate exceptions with diagnosis, attempted actions, and next steps.
Turn repeat service work into governed execution.
Squash does more than summarize tickets. It triages, plans, acts inside approved boundaries, keeps your PSA synced, and escalates when policy or confidence calls for a technician.
- Password, MFA, account, and access requests
- User provisioning and deprovisioning tasks
- Endpoint checks, remediation, and device context gathering
- Ticket documentation and technician handoff notes
From ticket context to documented outcome.
Step 01
Squash diagnoses the ticket using live system context, runbooks, and recent ticket history.
Step 02
Squash selects an approved action path and asks for human approval when policy requires it.
Step 03
Squash completes the workflow, verifies the result, updates the ticket, or escalates with the full record.
Control what AI can touch before it acts.
- MSP-level and client-level policies define what can run autonomously.
- Tool permissions and approval gates control write access.
- Audit records make every decision, tool call, and outcome reviewable.
Built around the systems your team already uses.
- PSA platforms for workflow and documentation
- Microsoft 365, Entra ID, Exchange, Intune, and Teams
- RMM platforms for endpoint and device context
- Documentation platforms for client-specific instructions
Keep exploring the Squash workflow.
These pages connect this workflow to adjacent service desk use cases, integrations, and governance details.
Solution
AI Service Desk for MSPs
Squash resolves common service desk tickets across identity, provisioning, Microsoft 365, endpoint, and access workflows with the controls MSPs need.
Solution
AI Ticket Triage for MSPs
Squash triages incoming tickets, identifies the client and issue type, gathers context, and routes or resolves work from the first touch.
Solution
User Onboarding and Offboarding Automation
Squash executes approved user onboarding and offboarding workflows across identity, Microsoft 365, groups, access, and ticket documentation.
Solution
RMM Alert Remediation Automation
Squash turns repetitive RMM alerts into governed remediation workflows by diagnosing device context, executing approved actions, and updating the ticket.
Platform
AI Governance in Squash
See how access conditions, approvals, fact-grounded execution, and audit trails work together.
Schedule a demo
See how Squash fits your workflow.
Walk through the L1/L2 tickets Squash can resolve inside your existing MSP workflow.
Schedule a demo