Illustrative use cases

What Squash can take on.

From tickets and alerts to recurring work, Squash can triage, investigate, act, verify, document, and escalate across your existing tools. These examples are here to show what’s possible. Squash makes it easy to customize existing workflows or build your own automations and runbooks for the work your team handles.

Browse common use cases.

01

Identity, access & Microsoft 365

  • Reset passwords and restore MFA access
  • Add, remove, and modify users
  • Assign, reclaim, and change licenses
  • Convert mailboxes to shared mailboxes and manage permissions and delegation
  • Manage conditional access policies
  • Manage groups, distribution lists, and ownership
  • Investigate Teams, SharePoint, and Microsoft 365 issues
  • Investigate account and sign-in problems
02

User onboarding, changes & offboarding

  • Provision new users across identity and Microsoft 365
  • Apply role-specific groups, licenses, mailboxes, and access
  • Handle department, manager, or role changes
  • Prepare accounts and access before a start date
  • Disable accounts and revoke access during offboarding
  • Transfer group, mailbox, and file ownership
  • Reclaim licenses and document completion
  • Send completion details to managers and technicians
03

Endpoints, software & RMM

  • Triage and remediate RMM alerts
  • Inspect unhealthy or unreachable devices
  • Run approved diagnostic and remediation scripts
  • Deploy and verify patches
  • Install, update, or remove applications
  • Restart and restore failed services
  • Investigate disk, memory, CPU, or performance warnings
  • Confirm the device returned to a healthy state
04

Networking, infrastructure & backup

  • Triage connectivity and outage tickets
  • Investigate device-down and availability alerts
  • Gather evidence for network performance problems
  • Check relevant services, devices, and recent changes
  • Investigate failed backup jobs
  • Run approved backup remediation
  • Verify the next job or recovery check
  • Escalate suspected provider or hardware problems with context
05

Security response

  • Investigate reported phishing messages
  • Investigate suspicious sign-ins
  • Triage EDR and endpoint security alerts
  • Gather user, device, session, and alert evidence
  • Reset credentials and revoke sessions
  • Contain a compromised account with approval
  • Run approved endpoint containment steps
  • Document the event and escalate to the right responder
06

Desk Operations

  • Classify and prioritize incoming tickets
  • Clean up ticket titles and descriptions so they are easier to understand
  • Gather missing information from the requester
  • Identify the right client, user, device, and service
  • Apply ticket type, priority, and other PSA fields
  • Route work to the right queue, technician, or approval path
  • Merge duplicate and related tickets
  • Escalate with the investigation and work already completed
07

Knowledge Management

  • Respond through Teams, Slack, email, or the client portal
  • Send progress and completion updates
  • Find relevant runbooks and similar tickets
  • Build and update SOPs and runbooks based on ticket history
  • Answer technician questions using live client context
  • Summarize long tickets and conversations
  • Prepare complete technician handoffs
  • Build reports across PSA, RMM, and documentation data
08

Custom & recurring workflows

  • Client-specific operational checklists
  • Scheduled health and compliance checks
  • Stale-ticket and SLA reviews
  • License and account hygiene
  • Closed-ticket quality review
  • Recurring client reports
  • Existing PowerShell and RMM scripts
  • Multi-system tasks defined by an MSP runbook

The same controlled process, whatever the work.

01

Understand

Read the request or alert and gather the relevant client, user, device, and ticket context.

02

Plan

Consult your runbooks, policies, similar work, and the current state before deciding what should happen.

03

Act with control

Use connected tools within defined permissions and pause for approval when the work is sensitive.

04

Verify and close the loop

Check the result, update the PSA, communicate the outcome, or escalate with complete context.

Bring us the work that eats your team’s week.

Every MSP has its own tools, clients, runbooks, and recurring work. We’ll evaluate what Squash can handle, what access it needs, where approval should be required, and how the result should be verified.

Schedule a demo