Customer Overview

Our client, an MSSP (Managed Security Services Provider), provides cybersecurity and IT support to MSPs who, like the MSSP, use Autotask as their primary ticketing and management system. The MSSP needed an efficient way to manage communication between their own Autotask and the Autotask systems used by their MSP customers, without managing multiple Autotask environments.

The Challenge

Before partnering with MSPintegrations, our MSSP client faced several key issues:

• Manual Email Processing: Ticket notifications from their MSP customers’ Autotask systems included customer-specific ticket numbers. Processing these notifications required manual review and entry into the MSSP's own Autotask, which consumed time and resources.
• Error-Prone Updates: With manual data transfer, the likelihood of errors increased, potentially causing miscommunication and impacting service quality.
• Lack of Real-Time Communication: Without automation, maintaining accurate and timely updates between both Autotask systems was challenging, resulting in slower response times.

The Solution

To resolve these issues, we developed an MSPintegrations solution that automates and streamlines ticket updates between the MSSP’s Autotask and those of their customers. Key features of the solution include:

1. Automated Email Recognition and Routing: MSPintegrations intelligently processes incoming notifications from the customers’ Autotask systems. The system recognizes the customer’s ticket number, locates the matching ticket in the MSSP’s Autotask using a dedicated user-defined field, and routes updates accordingly.

2. Bi-Directional Ticket Syncing: When the MSSP adds a note or time entry to their Autotask ticket, Autotask's workflow rules trigger an automated notification back to the customer’s Autotask. This message includes the original ticket number, ensuring that the update links directly to the appropriate customer ticket.

3. Seamless Real-Time Updates: The integration allows for instant updates across both Autotask systems, enabling real-time collaboration without manual intervention.

Results and Impact

The integration with MSPintegrations has delivered significant benefits for our MSSP client:

• Time Efficiency: Automation has eliminated the need for manual email review and ticket updates, freeing up staff to focus on core tasks.
• Greater Accuracy: The automated system minimizes human error, ensuring all ticket updates are accurate and complete across both Autotask systems.
• Improved Customer Satisfaction: With faster, more accurate communication, the MSSP can deliver a better service experience, enhancing client relationships and satisfaction.

Why MSPintegrations?

MSPintegrations offers a purpose-built solution for MSSPs needing to interact seamlessly with other Autotask users. By connecting separate Autotask environments, our solution creates a smooth, automated experience that boosts efficiency and reduces communication errors.

Ready to simplify your Autotask communications?

Discover how MSPintegrations can streamline ticketing and automate updates with your Autotask-enabled clients. Set up a time to meet with us, and let's explore how we can save you time, improve accuracy, and elevate your service delivery. Connect with us today to see MSPintegrations in action!