Request Handler Agent 2.14

Request Handler Agent by MspPlatform is a lightweight service for capturing, validating, and routing inbound requests across your MSP and IT operations. It unifies intake from multiple channels, applies your policies and SLAs, enriches and deduplicates events, and sends each request to the right queue, technician, or automated runbook—cutting manual triage and improving response times while maintaining a complete audit trail.

Key capabilities:

• Unified intake: Collect requests from email, web forms, chat, monitoring alerts, and custom systems via REST API and webhooks.
• Smart routing and prioritization: Rules-based logic with tags, skills, schedules, on-call rotation, and SLA-aware queuing.
• Automation and enrichment: Trigger workflows or scripts, auto-acknowledge and categorize, enrich with CMDB or asset data, and suppress duplicates.
• Reliability at scale: Durable queuing, retries with backoff, idempotency, rate limiting, and dead-letter handling.
• Multi-tenant design: Logical separation of customers, policies, and data boundaries for MSP environments.
• Security and access control: TLS in transit, scoped tokens, and role-based permissions to enforce least-privilege operations.
• Observability and audit: End-to-end trace IDs, detailed logs, metrics, and a comprehensive audit trail to support reviews.
• Integration-first: Connect to ticketing, PSA/RMM, CMDB, messaging, and billing systems through APIs and webhooks.
• Flexible deployment: Runs as an agent or container in cloud or on-prem environments with lightweight resource usage and optional auto-updates.
• Extensibility: Pluggable processors and an SDK for custom handlers and business rules.

Ideal for:

• Turning alerts and emails into prioritized tickets automatically
• Enforcing SLAs and escalation paths consistently
• Reducing noise through correlation and deduplication
• Orchestrating approvals and change workflows across teams

With the Request Handler Agent, MspPlatform helps teams standardize intake, accelerate response, and maintain clear, auditable operations without adding complexity.

Request Handler Agent is developed by MspPlatform and is used by 19 users of Software Informer. The most popular version of this product among our users is 2.1.