User Group Virtual Recap March 2026 | MSP
Overview
In our first MSP User Group included managed service providers from across the globe, including the US and South Africa, for a highly candid and tactical discussion on scaling monitoring operations, automating service management, and preparing for AI-driven event correlation.
This session spotlighted a real-world MSP journey from Emerge IT Solutions, sharing how they transformed LogicMonitor from a lightly used monitoring tool into a core operational engine, reducing ticket volume by 25 percent in nine months. The conversation centered on operational maturity, API-driven automation, and aligning the monitoring strategy with executive visibility and the customer experience.
For MSP leaders navigating margin pressure, tool consolidation, and service differentiation, this was a practical deep dive into how to evolve from reactive monitoring to structured, proactive service intelligence.
Key Highlights
From Reactive to Proactive Ops: Split technical operations into reactive and proactive teams to identify trends instead of just resolving tickets.
25% Ticket Reduction: Leveraged LogicMonitor API and Power Automate workflows to reduce overall service desk tickets by approximately 25 percent over nine months.
API Driven Automation: Queried open alerts, acknowledgment status, and ticket state via API to auto-create, reopen, or notify engineers based on defined rules.
Trend Detection Framework: Defined repeat alert thresholds, such as eight occurrences in fourteen days, to automatically trigger investigation tickets instead of repetitive reactive fixes.
Standardization Over Custom Sprawl: Consolidated alert rules and escalation chains across customers to maintain scalable service delivery while allowing controlled deviations.
Executive Reporting Challenges: MSPs shared practical strategies for delivering simplified SLA and uptime dashboards that focus on green checkmarks rather than raw alert data.
Q&A
Q: How are you automating ticket validation and alert management across customers?
A: “We’re using primarily the LogicMonitor API, our ticketing system ConnectWise, and Microsoft Power Automate. We’ll get all open critical and error alerts, check SDT and acknowledgment status, compare against tickets, and automatically create, reopen, or notify engineers based on those conditions.”
Q: How are you identifying recurring issues or trends instead of repeatedly resolving the same alerts?
A: “If something’s been eight times or more within fourteen days, that’s our definition of a trend. We create a ticket for investigation, not resolution. That shifts the mindset from reactive to proactive.”
Q: What licensing tier supports this type of MSP automation strategy?
A: “We’re primarily using the resource-based licensing. Basic access to the resource tree is enough to retrieve the API data we need.”
Q: How are MSPs approaching executive-level reporting?
A: “Services dashboard [widget] has been useful. Being able to show green, yellow, or red indicators at a service level really drills it down for executives. As long as it’s green, that’s what they want to see.”
Q: How are you approaching Edwin AI adoption as an MSP?
A: “Our goal is to use Edwin AI to replace MookSoft as an aggregator. We want Edwin to consolidate LogicMonitor alerts and eventually external vendor alerts before sending appropriate events into ConnectWise.”
Customer Call-outs
⭐ “We’ve been able to reduce about 25 percent of the number of tickets overall that have come into our service desk over the last nine months.”
⭐ “Let computers compute so people can be personal.”
What’s Next
🎿 LogicMonitor Ski School
March 9 – April 5
Our 4-week digital enablement program is designed to accelerate adoption and build confidence with AI-powered observability.
Participants will:
Fast-track LogicMonitor and Edwin AI skills
Join weekly live expert demos and open Q&A
Earn 4 badges, including the new Edwin AI badge
Apply AIOps best practices in real-world use cases
If your team is working toward operationalizing AIOps with structure and governance, this is a strong starting point.
➡️ Join today
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