Automation instead of Workflow for the Service Desk using Atria

The service desk is the hardest place to be—especially as a Managed Service Provider, Outsourcer, or System Integrator. It’s the job where you’re the face of the business to most of your customer’s users, and the only time they contact you is when something has gone wrong.

The pressure is on from management to meet SLAs—because that’s what contract bonuses and penalties are tied to. What makes it worse is that every customer’s environment is different, yet 50% of the work is repetitive: new user setups, service assignments, password resets, user removals.

Wouldn’t it be great if there was another way…

• To enable end customers to do basic Moves, Adds, and Changes (MACs), reducing your workload
• To keep every customer consistent, so standard tasks are done the same way, fast and efficiently
• To automate instead of raising a ticket—so jobs are done instantly, or as soon as the ticket is opened, improving the customer experience

🚀 Enter Atria

Atria emerged from the multi-tenant hosting world—a world driven by low costs, consistency, security, and automation.

In that world:

• Margins are thin
• The service desk can’t do everything manually
• SLAs are tight—email and websites must stay up
• Customers expect instant changes

Atria is the tool that makes this possible.
Our ethos: “We don’t workflow—we automate.”

Atria acts as a control panel that automates many standard Help Desk and Level 1/2 engineering tasks, such as:

• Active Directory administration (Moves, Adds, Changes)
• Provisioning of services like Office 365, Virtual Apps & Desktops, MFA
• Full audit-logging for billing, security, and troubleshooting

With Atria, every task is done consistently. No more engineers diving into AD manually. Instead, changes happen through the control panel—simplified, automated, consistent, and secure.

Bonus: You don’t even need to be an AD admin to use it.

But here’s where it gets even better

Deploying Atria across all your customer ADs means one control panel to rule them all.

Now that standard tasks are automated, you can delegate MACs to your customers. Atria makes user creation as easy as:

With this simplicity, even non-technical staff can handle user provisioning:

• Office administrators
• HR teams
• Divisional managers

From the customer’s perspective, it’s empowering:

• Need a user? Create one in 5 minutes.
• Someone leaving? Revoke access immediately.
• Hiring a contractor? Secure access to just the apps they need.

And if they still log a helpdesk call? No problem—the service team can complete the request instantly, without escalating to engineers.

Based on our most recent survey across 200+ service provider deployments,
Atria is the #1 tool for scaling without growing your Service Desk team.

🖥️ So what does it look like?

Atria’s Multi-Directory Support model lets customers keep their own environments and policies. Meanwhile, you—the service provider—deliver:

• Cost-effective helpdesk services
• Faster turnaround
• Higher SLA compliance
• Improved customer satisfaction (NPS)

Customers gain true self-service—integrating Atria into onboarding/offboarding, reducing risk, and giving staff the access they need, when they need it.