Workflows
Put your best tech’s process on every ticket
Write how your desk resolves a ticket, in your team’s own words. When a matching ticket lands in your PSA, Rallied follows your playbook step by step and shows its work on the ticket.
Authoring
Describe it in plain English
Type “when someone requests shared mailbox access, verify their manager approved it, grant it in M365, and log time on the ticket.” That sentence is the whole job.
- Your process becomes documentation.
- The way your best tech handles it stops living in their head. Every ticket gets resolved the same way, to the same standard, and nobody had to learn a workflow builder.
- You see what it will do before it does it.
- Each step shows whether it runs on its own or waits for a tech’s approval, so there are no surprises once it’s live.
- Gaps surface while you write.
- If a playbook needs a tool you haven’t connected yet, you find out right there, and never from a failed ticket.
Templates
Start from a playbook that already works
The fastest first workflow is an edit to one that already works. Templates cover the tickets every desk sees, and the same playbooks work whether you’re on ConnectWise, HaloPSA, or Autotask.
Offboard a departing employee
Disables sign-in, converts the mailbox to shared, reclaims the license, updates groups.
Onboard a new hire
Account, license, groups, and shared mailboxes ready before day one.
Reset a password
Verifies the requester first, then resets and delivers the password safely.
Grant shared mailbox access
Checks the approval, grants access in M365, and logs the time on the ticket.
Enrich with requester context
Who the requester is, their setup, and their history, on the ticket before a tech opens it.
Assign to the lowest-loaded tech
New tickets land with whoever has the most room, so the queue balances itself.
Investigate a suspicious sign-in
Checks the sign-in against the user’s history, then clears it or escalates with evidence.
Send a TimeZest booking link
Books the client with the right team instead of playing phone tag.
More in the library
Triage and routing, ticket status updates, time entries, account lockouts, license recommendations. And you can always write your own.
The run
Fires when your tickets move
Your board and your statuses stay exactly as they are. Rallied watches for matching tickets and works them the way you wrote it down.
- Starts when tickets do.
- Let it take the first touch on new tickets, or have techs hand work over when they’re ready. It fits the way your desk already runs.
- Waits without forgetting.
- A fix that needs a 30-minute wait gets its follow-up on time. Nothing sits in the queue because someone forgot to check back.
- Approvals on the ticket.
- Steps that need sign-off pause and wait for a reply from the person you chose. Nothing sensitive runs unattended.
Control
The guardrails travel with the playbook
Your permissions still apply
Anything you’ve set to require sign-off still requires it, and read-only clients stay read-only. Writing a playbook can’t loosen your rules.
Every run is signed
The ticket note names the playbook it followed, with a checklist of steps taken and skipped. You can audit the AI, and the process itself, from the ticket.
- Sign-in disabled, sessions revoked
- Mailbox converted to shared
- Business Premium license reclaimed
- Skipped: remove from GitHub org, no seat found
Drafts stay drafts
A workflow only touches real tickets after someone on your team reviews it and turns it on, and you can retire one without losing its history. Nothing reaches your clients by accident.
One playbook, every client
Workflows apply MSP-wide with per-client overrides. Fix your password-reset process once and every client gets it, except the one that needs its own variant.
Show us the ticket your team is tired of seeing
Bring a shared mailbox request, a new-user setup, or another repeat ticket. We’ll show you how Rallied closes it, from request to done.