PSA-Specific Workflows

32 skills in this category.

Atera Workflow

For desks synced to Atera — ticket lifecycle idioms (simple status set, resolved-vs-closed), contract types (retainer, block hours, monitoring, project), and the per-technician-pricing culture that shapes how Atera desks think about labor.

Autotask Contract Categories

For desks synced to Autotask — read the client's Autotask contract type (recurring, block hours, retainer, T&M, fixed price) at triage, label covered vs billable, and leave burn-down notes for hour-based contracts.

Autotask Contracts Blocks

For desks synced to Autotask — deeper contract mechanics beyond type labels: block-hour burn tracking from visible time entries, retainer-threshold alerting conventions, and the edge cases (exclusions, overlapping contracts, expired-contract work) that misclassify coverage.

Autotask Merge Simulation

For desks synced to Autotask — Autotask has no native merge API, so duplicate tickets are merged manually via a strict 5-step sequence: verify, pick survivor, cross-note both tickets, carry history, complete the source last.

Autotask Queue Management

For desks synced to Autotask — apply the queue (not board) mental model: queues are work pools, not workflow containers; route and escalate by moving tickets between queues with the right ownership semantics.

Autotask Service Call Scheduling

For desks synced to Autotask — know when work is a Service Call (a scheduled visit/appointment object) versus just a ticket, and follow Autotask scheduling conventions so dispatch calendars stay true.

Autotask SLA Workflow

For desks synced to Autotask — read Autotask's SLA event model (First Response → Resolution Plan → Resolved), know exactly which statuses pause the clock, and assess breach risk correctly.

Autotask Ticket Categories

For desks synced to Autotask — classify tickets with Autotask's Issue Type → Sub-Issue Type pairs (plus ticket category/type) using only configured values; never invent classification values.

CW Agreement-Aware Triage

For desks synced to ConnectWise Manage — read the client's CW agreement type at ticket intake and route/label the work as covered vs billable before anyone touches it.

CW Configurations Assets

For desks synced to ConnectWise Manage — configuration (asset) discipline: link tickets to the config they concern, respect the desk's config-type taxonomy, and flag stale or duplicate configs instead of trusting them.

CW Project Tickets

For desks synced to ConnectWise Manage — recognize when a ticket is really a project ticket, understand the project→phase→ticket structure, and act within what Thread can actually see of the Projects module.

CW Service Board Conventions

For desks synced to ConnectWise Manage running multiple boards — decide which work belongs on which board and execute cross-board moves without losing status, classification, or history.

CW Status Workflow Mapping

For desks synced to ConnectWise Manage — map Thread statuses to CW board statuses, make only safe status transitions, and reconcile closed-in-CW-but-open-in-Thread drift.

CW Sync Lag Audit

For desks synced to ConnectWise Manage — sweep for Thread↔CW divergence (status, owner, board mismatches), separate real drift from sync lag, and propose safe reconciliation with CW as master.

CW Time Entry Conventions

For desks synced to ConnectWise Manage — log time entries that survive the CW sync: correct work role/work type, deliberate billable flag, agreement application, and plain-text notes.

CW Type / Subtype / Item Classification

For desks synced to ConnectWise Manage — classify tickets with CW's three-level Type → Subtype → Item taxonomy using only values that exist in the board's configuration, never invented ones.

Halo Actions & Workflows

For HaloPSA desks — the deeper action/workflow layer beyond a single status change: approval actions, multi-step workflows, and knowing which action is valid at the ticket's current workflow step.

Halo Agent Teams

For desks synced to HaloPSA — route tickets by Halo's team/section model: team selects the pool, agent selects the person, and unassigned-within-team is a legitimate state, not an error.

Halo Recurring Tickets

For desks synced to HaloPSA — handle Halo's template-generated recurring tickets and parent/child structures correctly: work the instance, never the template, and respect parent/child closure rules.

Halo SLA and Priorities

For desks synced to HaloPSA — read Halo's SLA/priority interplay correctly: priority selects the response and fix targets within the client's SLA, and hold statuses pause the clock.

Halo Status Actions

For desks synced to HaloPSA — Halo transitions tickets through configured Actions, not raw status edits; pick the action that matches the intent so the right status, note visibility, and notifications fire together.

Halo Sync Audit

For desks synced to HaloPSA — sweep for Thread↔Halo divergence, with special attention to the known pattern of statuses not carrying over; reconcile toward Halo as master.

Kaseya BMS Workflow

For desks synced to Kaseya BMS — navigate the BMS status/queue/location model, respect the service-desk vs projects module split, and audit Thread↔BMS drift the same way as the CW/Halo sync audits.

PSA Billing Cycle Prep

Month-end billing readiness sweep for any PSA-synced desk — find unposted time, done-but-open tickets, and agreement anomalies before finance pulls the invoice run, so the numbers are clean at the handshake.

PSA Closed Status Taxonomy

For any PSA-synced desk (ConnectWise, Autotask, HaloPSA) — identify every closed-family status that still leaks into "open" search results, and maintain the exclusion list that keeps reports and sweeps honest.

PSA Field Mapping Doc

For any PSA-synced desk (ConnectWise, Autotask, HaloPSA) — build and maintain the desk's Thread↔PSA field-mapping cheat sheet (statuses, boards/queues, priorities, classification values) from observed tickets, not assumptions.

PSA Migration Hygiene

For any desk mid-migration between PSAs (ConnectWise, Autotask, HaloPSA, or others) — enforce dual-running discipline: one master system per phase, no orphaned tickets, no double work, clean cutover evidence.

PSA New Board Setup

Designing a new board/queue on a PSA-synced desk — a checklist for statuses, ticket types, SLA mapping, and the Thread View + Flow implications, so the board is coherent and syncs cleanly from day one.

PSA Note Visibility Rules

For any PSA-synced desk (ConnectWise, Autotask, HaloPSA) — apply each PSA's internal-vs-external note semantics correctly and run the leak-prevention checklist before writing any note, since a wrong-visibility note goes straight to the client.

PSA Taxonomy Cleanup

Rationalizing a PSA desk's ticket type / subtype / category sprawl — a manual sweep that censuses real usage from tickets, proposes merges and retirements, and enforces migration discipline before anything is changed.

PSA-Is-Master Reconciliation

For any PSA-synced desk (ConnectWise, Autotask, HaloPSA) — the generic pattern for resolving a Thread↔PSA disagreement on a ticket: rule out sync lag first, then move Thread to match the PSA, never the reverse.

Syncro Workflow

For desks synced to Syncro — combined PSA-RMM idioms: tenant-configured ticket statuses, worksheets as embedded checklists, the ever-running timer culture, and awareness that RMM alerts and assets live in the same product.