Co-management for MSP | Voters

Co-management for MSP

Alex Payne

We'd like to have ticketing sent to multiple ticketing systems and allow for co-management in our MSP console, without the need to create a co-managed reseller account.

February 14, 2022

John Waskewics

Same, here, we are an MSP partner for Cisco Umbrella, we can manage all clients, setup global and client based policies, each client has their own policies and containers that we can allow co-managed clients to control and get alerts from.

Dima Kumets [Product Manager - Huntress]

Justice Schroeder - Thanks for the feedback. This is not something we're working on now but might make sense as part of another effort in the future.

I am curious about how you're solving this problem with other tools in your stack. Do they also alert the end customer? Or do you set up your PSA to forward those tickets?

John Hardwick

Dima Kumets [Product Manager - Huntress]: Dima, most of our toolset allows for admin accounts to be restricted to individual tenants within the parent account -- Webroot, ScreenConnect, Labtech, DNSFilter, SecurityIQ, Microsoft 365 all as examples.  Most of those same tools allow for alerting to be configured within each customer as well to override or be in addition to the parent settings.
We are working around the majority of this with Flow parsing the email notifications from Huntress, but that still doesn't provide the ability for the customer's admin to trigger assisted remediations as an example.
The client admin accounts also can't utilize SAML as it stands now is my understanding and are restricted to just using Huntress' TOTP.

Juanita'la O'Kon'la

Dima Kumets [Product Manager - Huntress]: John summed it up pretty well in his first paragraph. We also use NinjaOne for Remote Monitoring and Management, including alerts. We have every single customer we provide MSP services for in there under one dashboard, and each customer can have access as well but will only see their environment. The big difference is, with Ninja, each customer will get email and even text message alerts that pop up just for their environment, while we as the MSP get ALL alerts for ALL customers in our portal.

It really does streamline things without cutting out the customer's IT team, if they have one. It is a feature I know would get a lot of use from your MSP customers and I was SHOCKED once we got set up with Huntress and that was not an option. We use so many tools that allow this multi-tenancy management that I had assumed it was a given that Huntress would have it.

Justice Schroeder

This will allow MSPs like ourselves to meet the needs of our clients without sectioning them off into different Huntress portals and agreements. We, as the MSP, will be able to still centrally manage all of our customers, and the customers that request to be notified if an investigation is opened under their org will be.

The main purpose of this feature request is stemmed from one of our customers requesting simply to be notified at the same time RSI is notified of an investigation being opened for their organization. If we can accomplish this, we will satisfy this request and our client. Please reach out to me if you have any questions/clarifications.

Alex Payne

Justice Schroeder