Features
Infrana helps customer IT teams and service providers move from opaque ticket handling to visible, policy-controlled workflows with human-in-the-loop guardrails, approval thresholds, and evidence-rich closeout.
Operator view
Today
38
active requests
12
awaiting approval
94%
verified closeout
Low-risk work can proceed. Medium and high-risk changes require customer or MSP approval.
Orayta
Mailbox forwarding risk
Customer approval
Medium
Clements
License readiness review
Worker drafting
Low
Acme Finance
Endpoint isolation request
Policy check
High
Human-in-the-loop guardrails
Infrana lets digital workers move routine work forward while preserving human review for sensitive or customer-impacting actions. The platform makes the approval reason visible before anything changes.
Risk-aware plans for identity, mailbox, endpoint, and security work
Human approval required before actions cross defined thresholds
Clear handoff from digital worker recommendation to accountable decision
Customer approval and policy thresholds
Every customer can have different boundaries. Infrana supports customer-specific policy thresholds so low-risk work can flow while higher-risk changes pause for the right stakeholder.
Customer, tenant, role, and action-aware approval routing
Policy thresholds for low, medium, and high-risk operational changes
Readable approval requests with impact, rollback, and verification details
For MSPs
MSP teams get a clearer partner delivery model: requests are triaged, context is retrieved, plans are proposed, and operators focus on exceptions rather than manual ticket chasing.
Unified queue for tickets, approvals, blockers, and execution status
Reusable client-facing workflows for Microsoft 365, endpoint, ticketing, and security work
Consistent delivery across customers without flattening tenant boundaries
For customers
Customer stakeholders do not need to interpret technician notes. They see what is being requested, what requires approval, what changed, and whether the outcome was verified.
Customer-facing approval requests written in operational language
Portal-ready status for requests, risks, decisions, and outcomes
Evidence packs that explain the work without exposing unnecessary technical noise
Operational integrations
Infrana is designed to work through the tools MSPs and customers already rely on. Integrations inherit the same policy, approval, tenant isolation, and evidence model.
Microsoft 365 operational workflows for identity, licensing, mailboxes, and groups
Endpoint and RMM workflow patterns for device context and remediation
Ticketing and security context connected to closeout and evidence
Evidence and improvement
Infrana keeps decisions, policy checks, tool actions, verification, and customer-facing summaries attached to the work. That gives leaders confidence and gives operators a better improvement loop.
Readback verification after approved execution
Plain-language closeout for customer and executive stakeholders
Review history that improves future workflows without hiding accountability
Service improvement
Completed tickets, approvals, exceptions, and verification results become feedback for improving workflows, policies, and customer service patterns over time.
Exception queues reveal where humans still need to intervene
Closure reviews identify workflow gaps and improvement candidates
Service leaders can prioritize the next high-value operational improvement
For MSPs
MSP teams get one place to see active requests, client approvals, policy gates, blocked work, and verified outcomes. Digital workers handle repeatable planning and execution steps while operators stay accountable across distinct customer tenants.
Operator view
Today
38
active requests
12
awaiting approval
94%
verified closeout
Low-risk work can proceed. Medium and high-risk changes require customer or MSP approval.
Orayta
Mailbox forwarding risk
Customer approval
Medium
Clements
License readiness review
Worker drafting
Low
Acme Finance
Endpoint isolation request
Policy check
High
Customer view
Needs approval
Infrana found an external forwarding rule after a sign-in anomaly. The worker recommends disabling the rule, preserving evidence, and notifying the user.
Risk
Medium
Policy
Customer approval
Rollback
Rule preserved in evidence
Mailbox rule, user identity, anomaly signal
Medium-risk mailbox change
Customer admin must approve execution
For customers
Customers can approve sensitive work from a clear request that explains the risk, impact, policy threshold, rollback context, and expected result. The language is built for accountable decision-making, not ticket archaeology.
Verified closeout
Infrana records approval, execution, readback verification, and plain-language summaries so customers and MSP leaders can understand what happened without reopening the entire service history.
Closeout
Customer approval recorded before execution
External forwarding rule disabled in Microsoft 365
Readback confirmed no active forwarding destination
Customer-facing closeout summary generated
Customer summary
The risky mailbox forwarding setting was removed after approval. Verification confirms the mailbox no longer forwards externally.
Approved by
Customer admin
Result
Verified complete
Integrations
Infrana connects operational work to the systems organizations and MSPs already depend on, applying the same policy, approval, tenant isolation, and evidence model across each direct or partner-delivered workflow.
Identity, licenses, mailboxes, groups, security posture, and tenant administration for Microsoft-first operations.
Endpoint context, RMM-driven remediation workflows, device evidence, and technician handoff patterns.
Sync requests, decisions, evidence, and closeout with the systems operators already use.
Bring alert context, approval gates, and verified remediation into one governed workflow.
More integrations are coming.
The platform is designed to extend across identity, endpoint, ticketing, security, collaboration, and customer systems without changing how approval and evidence work.
Infrana briefing
We will map the first MSP and customer workflows that should use human-in-the-loop guardrails, customer approval thresholds, and evidence-rich closeout.
