Many MSPs operate in a co-managed model where both the MSP and the customer's internal IT team share responsibility for incident response.

Currently, Incident Notification Contacts are configured at the account level. This creates administrative overhead and makes it difficult to consistently ensure the correct client stakeholders are notified during a critical incident.

Suggested enhancement

Allow Incident Notification Contacts to be configured at the Organisation level, with inheritance to all child accounts, and the ability to override contacts at the individual account level where required.

Benefits

Simplifies management for MSPs with multiple customer accounts.

Ensures critical notifications consistently reach both the MSP and customer IT contacts.

Reduces the risk of missed notifications when new accounts are onboarded.

Improves support for co-managed environments where customer IT directors, security managers, or on-call staff need direct notification.

Eliminates the need for workarounds such as PSA ticket routing, email forwarding rules, or external notification systems.

Recommended hierarchy

Organisation-level default notification contacts.

Account-level override (optional).

Ability to notify both MSP and customer contacts simultaneously.

Support separate contact groups for:

Critical incidents

Escalations

Platform actions

Account notices

This is a common requirement in MSP environments and would align well with Huntress' growing support for flexible notification routing and multi-tenant management. Several Huntress partners have already requested organisation-level incident notification management, particularly for co-managed customer environments.