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Palisade released a set of focused product enhancements aimed at making security operations simpler and more transparent for MSPs. The updates prioritize smarter detection, easier client-facing branding, streamlined incident workflows, and a clearer way to measure security posture. Below you’ll find concise Q&A coverage that explains each change and how MSPs can use them right away.
Answer: The AI-Enhanced Email Scan uses machine learning to classify and explain suspicious messages, improving detection accuracy and investigator efficiency. It assigns clear threat categories like phishing, impersonation, and scams, and provides a plain‑language “reason” for each detection so admins and users understand the risk. That means fewer false positives and faster triage for MSP security teams. The new metadata appears across admin dashboards, quarantine notices, and the user portal, so both technicians and end users get consistent context. For MSPs, this reduces time spent investigating routine items and improves client trust in incident handling.
Answer: Custom subdomains let MSPs present services under their own brand by replacing Palisade URLs with a partner’s subdomain. Configuring this on the Organization Settings page applies the subdomain to emails, login pages, and user portals, removing visible references to Palisade. This simplifies client communications and keeps the support relationship clear. Setup is designed to be straightforward, and it pairs with existing branding options and SMTP integration. Use your company name in the subdomain so clients immediately recognize the URL and associate it with your support team.
Answer: The old static “Issues” page was replaced with a dynamic Detection & Response workflow focused on intent-driven triage. Detections are grouped into prioritized issue clusters and displayed in an inbox-style view so MSPs can focus on the most critical items first. Opening a detection shows a details pane with remediation options, letting technicians take action without leaving the flow. Filters and sorting remain available to inspect lower-priority items when needed. The goal is less noise, faster resolution, and a clearer escalation path across customer environments.
Answer: The Security Score was reworked to be more transparent and actionable by splitting the calculation into Coverage and Issues components. Coverage reflects how much each control contributes to the total score based on its importance, while Issues captures the severity and volume of open items within a control. Each control’s negative influence is capped so a single area can’t disproportionately reduce the overall score. This makes it easier for MSPs and customers to see which controls to prioritize and to demonstrate improvement over time. The new presentation aligns the score with insurance and industry benchmarks for clearer reporting.
Answer: Start by reviewing Organization Settings to enable branding and subdomains, then assess email scanning configurations to tune thresholds and quarantine policies. Train frontline technicians on the Detection & Response workflow so they can triage from the new inbox-style interface. Update client-facing documentation and portal help text to reflect clearer reasons provided by AI detections. Finally, run a baseline Security Score report to identify high-impact controls and plan remediation work with clients. These steps deliver immediate operational improvements and better customer-facing clarity.
Answer: Yes—end users will see clearer, branded communications and more descriptive quarantine banners or notifications. Quarantine notices and caution banners include the AI-provided reason for a detection, which helps users understand the risk and reduces risky behavior. If you enable a custom subdomain, user-facing links and portals will display your MSP brand rather than Palisade. The net result is better user comprehension and fewer support callbacks about unclear alerts. Ensure your helpdesk scripts reflect the updated language to keep responses consistent.
Answer: MSPs can influence detection handling by configuring quarantine policies and adjusting thresholds in the admin settings. While the AI provides classifications and natural‑language reasons to inform decisions, admins retain control over which messages are quarantined or marked. Use the Detection & Response view to review and tune rules based on real-world examples from your customers. Over time, this reduces false positives while strengthening true positive capture. Consistent policy reviews and feedback loops between technicians and the platform are recommended.
Answer: By grouping related detections and prioritizing issue clusters, the Detection & Response workflow surfaces the most critical incidents and hides lower‑impact noise. The inbox-style design and detail drawer allow faster decisions without context switching across pages. AI-driven categorization reduces ambiguous alerts by attaching a clear threat type and a human-readable reason. Together these changes shorten mean time to acknowledge and reduce repeated triage on the same event. MSPs can dedicate more time to high-value remediation instead of chasing repetitive alerts.
Answer: Reporting becomes more actionable because Security Score components and detection metadata are now clearer and separated into measurable parts. You can show clients how Coverage and Issues affected the score and which specific controls or open items drove changes. Detection categories and reasons make incident narratives easier to include in monthly reports or risk assessments. This helps MSPs justify remediation roadmaps and align work with insurance requirements. Use standardized reports to demonstrate progress and to support upsell conversations for risk-reduction services.
Answer: Communicate changes proactively: announce when you’ll enable branding or adjust quarantine behavior and provide short guidance for end users. Pilot new settings with a small set of clients to verify thresholds and labels before broader rollout. Document updated response playbooks and train your NOC/Helpdesk teams on the new Detection & Response flow. Monitor Security Score trends after initial changes and adjust priorities based on impact. Incremental rollouts and clear communication reduce user friction and installation errors.
Answer: The updates should shorten triage times and reduce support noise, leading to faster SLA compliance for incident response. The Detection & Response workflow makes it easier to assign and resolve high‑priority issues quickly. Branded communications and clearer user messages lower routine support volumes tied to quarantine confusion. With more precise detections and reasons, escalation accuracy improves and technicians spend less time diagnosing false positives. Track SLA metrics after rollout to quantify reductions in mean time to resolve.
Answer: MSPs should consult their Palisade admin console and organization settings for step‑by‑step options, and open support tickets when they need custom help. For an overview of product updates and rollout guidance, visit the Palisade learning hub or reach out through your partner contact. The updates are designed to be self-service, but Palisade support can assist with subdomain configuration and tuning AI policies. If you need templates for client communication, the Palisade knowledge base offers ready-made text. Explore Palisade product updates for MSPs: Palisade product updates for MSPs.
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