Use case · For automation and integration agencies
Backup alert emails turned into one ticket per real failure — and a weekly client report
Every backup email is parsed by an agent into vendor, client, device, job, status, size and error. The workflow keeps a state table per device and job: a failure opens one ticket (not twenty), repeated failures update it, a later success closes it with the evidence. Weekly, the same table becomes a per-client backup report — success rate, failures, time to fix — generated as PDF and posted to the client's channel or ticket.
- Who it is for
- MSPs whose backup vendors — Veeam, Datto, Acronis, NinjaOne Backup, Veeam Cloud Connect — send status emails to a shared mailbox nobody reads until something is lost.
- Systems involved
- Microsoft 365 shared mailboxAI Workflows agentHaloPSA / ConnectWise / Autotask (HTTP API)Excel 365 / PDF reportTeams
How the run goes
5 steps · logged per run
- Trigger01
Backup status email
Veeam / Datto / Acronis / NinjaOne
- Agent02
Parse to fields
Client, device, job, status, error
- System03
Update state table
Dedupe by device + job
- System04
Ticket opened or closed
One per real failure
- System05
Weekly client report
PDF to channel or ticket
How it runs, step by step
- 1
The trigger is the mailbox the vendors already send to. An agent step turns each email — different format per vendor, often HTML tables — into the same fields, including the error text when there is one.
- 2
A table in AI Workflows holds the state per client, device and job. The workflow compares the new status with the stored one: new failure opens a ticket through the PSA API with the device and error; a repeat updates the ticket; a success after a failure closes it with the timestamp.
- 3
Failures that persist past your threshold (two days, three runs) escalate to the client's primary technician in Teams; silence — a job that stopped reporting — is treated as a failure too, which is the one email-based monitoring never catches.
- 4
Every Monday the workflow builds the client report from the table: jobs, success rate, failures and time to resolution, as a branded PDF, posted to the client channel or attached to the account ticket.
- 5
Nothing in this flow bypasses the vendor's console; it makes the emails you already receive into state you can bill on.
Limits — what this does not do
- Parsing is by email content; vendors with an API (NinjaOne, Datto) are better integrated directly, which the same workflow does with an HTTP step.
- A 'silent job' alert needs a schedule per job; the first week builds that schedule from what arrives.
- Reports present the data you have; they don't verify restores.
Questions about this process
Use it — this reads it. The value is deduplication across vendors into one ticket per failure and a report per client, which the vendor consoles don't produce across your whole base.
Yes, through the PSA's API, with your board, priority and client mapping; closing follows the next success.
The same pattern handles RMM alerts, antivirus digests and SSL expiry notices; the backup version is the most requested.
Related use cases
For automation and integration agencies
Every PSA ticket classified, prioritized and routed before a technician reads it
For automation and integration agencies
The monthly client report written from PSA and RMM data — in your brand, with a narrative
For automation and integration agencies
Microsoft 365 user onboarding and offboarding from a PSA ticket — in minutes, per client
Build this on your systems in a guided sandbox.
Tell us the process; after a 30-minute call the sandbox is ready from 24 hours, and we build the first run with your team.