The word "Escalation" used in Huntress for clarifying questions asked of the Account-level Administrator means something different to an MSP than it does to Huntress. We think of an escalation as an incident that is pushed up to the next level of support technician. We have over a hundred Huntress escalations that are "unexpected VPN" or "unexpected country" that are not tickets in our PSA because the email did not get sent to the one we have configured (which automatically creates a ticket in our PSA). This is because the only Huntress escalations sent to that address currently are psa_integration_error, ahm_defender_disabled, bulk_host_isolation, and m365_integration_error.

The short of it is these things called "escalations" in Huntress are just another incident--one with a lower priority but they still represent work to be done, which, for us, requires a ticket in our PSA.

The current emails are definitely the least helpful emails.

Was just discussing this yesterday internally. We want to add our PSA email as a Huntress admin to receive these escalation emails for Defender and such, but with zero detail for client and endpoint in the email our dispatchers can't triage and assign these tickets properly.

This is critical to our operation. Any sort of escalation that comes out of Huntress that requires engaging a technical resource, not just the account admin, should really be a ticket through the PSA integration.

This would be great