Executive Alerts
Hear about it while it can still be fixed.
The escalated ticket, the account that is turning, the work you are about to give away, the project worth quoting. Executive Alerts send each one to the right people the moment it happens: as a card in Teams, an email, or a notification on their phone.
Escalated Ticket Alert
Your MSP · Executive Alert
#4812 Payroll export failing for the whole finance team
- Client
- Harborview Accounting
- Contact
- Office manager
- Engineer
- Unassigned
- Why escalated
- Payroll export fails every Friday; the owner called the CEO directly.
- Priority
- Priority 1 - Emergency Response
Why it exists
A dashboard waits to be opened. An alert does not.
XOP Command already reads every ticket and knows which account is quietly unhappy. The gap was the last step: that knowledge sat on a screen until someone thought to look. Owners and service managers spend their day in meetings and on calls, not in the PSA.
The fact reaches the person who can act on it. Today, not at renewal.
What raises an alert
Five moments worth interrupting someone for.
Each one is switched on separately, sent to the people you choose, and arrives in the color of its urgency, so a glance at the channel says what kind of news it is.
Ticket Escalated
A person escalates a ticket, or a ticket first crosses the escalation threshold you set.
Account Risk
The AI reads a ticket and sees a client at risk: a threat to leave, a contract in doubt, a relationship going wrong.
Revenue Leakage
Work is being done that sits outside the client's agreement, before it is given away.
Revenue Opportunity
A ticket carries a real sales signal: a new office, a hiring push, hardware past its life.
Ignored Ticket
An assigned ticket goes without an update for longer than you allow, counted in business hours.
Where it arrives
Wherever your leadership already is.
A card in Teams
Posted into the channel you choose, with the facts laid out and buttons that open the ticket or the right page of the console. Your logo and name go in the card's header.
To the people you pick, for the alerts they should see wherever they read mail.
On their phone
A notification in the xop.ai mobile app, for the leader who is not at a desk when it matters.
Mix them per alert: escalations to the service desk channel and the service manager’s phone, account risk to the owner by email, ignored tickets to the dispatcher. Each person gets what is theirs, nobody gets everything.
Built not to cry wolf
An alert people stop reading is worse than none.
So the system is careful about when it speaks, and quiet the rest of the time.
Once, not on repeat
A ticket alerts when it is escalated, and again only if it is cleared and escalates again.
Bundled when it is busy
Several alerts for the same person or channel within a few minutes arrive as one message.
Your threshold for risk
Account Risk alerts only above the AI confidence you set. Anything a manager flags by hand always comes through.
Business hours for ignored tickets
Nights and weekends do not count against an engineer's clock.
Inside your company only
Alerts go to people in your organization and the Teams channels you add. There is nowhere to type a client's address.
The weekly digest
One email a week, for the bigger picture.
On the day and time you choose: the clients needing attention, account risk by owner, SLA misses, and a recap of the week’s alerts. Anyone in your company can opt in or out from their own profile.
For leaders who don’t live in ConnectWise
Powerful dashboards with just a Microsoft login.
Owners and executives do not need a ConnectWise login to follow up on an alert. An admin invites them, they sign in with their Microsoft account, and Client Health, the Client Value Report, Executive Notifications and the Escalations board are there.
Setup
About twenty minutes, done once.
- 01
Connect a Teams channel
Create a Workflows link in the channel, in Teams and Power Automate, and paste it into XOP Command. Send a test post to check it.
- 02
Brand the cards
Add your company name and logo so every card in Teams reads as yours.
- 03
Choose who hears what
Switch on each alert type, pick its people and channels, and set your thresholds.
Customers: the step-by-step guide, with screenshots and an FAQ, is in the configuration portal.
Find out today, not at renewal.
Executive Alerts are part of XOP Command. See them on your own tickets, with your own thresholds.