Background

Our client, a seasoned Autotask user, faced a new challenge after acquiring another MSP that also relied heavily on Autotask. To streamline operations, the management team decided to consolidate both MSPs into a newly configured, unified Autotask instance. With over 150 employees across both organizations, an overnight switch was not feasible. A gradual migration was essential to avoid disruption and ensure a smooth transition for employees.

Solution

MSPintegrations provided a custom implementation that allowed real-time synchronization across all three Autotask instances (the two original systems and the new shared Autotask). This solution enabled gradual employee migration while maintaining continuity across ticketing and service processes. Our approach allowed:

• Bidirectional Ticket Mirroring: Every ticket created in either of the two legacy Autotask instances was instantly mirrored in the new shared Autotask. Similarly, updates in any system were synced bidirectionally across all three platforms.
• Seamless Ticket Updates: Updates in the new Autotask were immediately reflected back to the appropriate legacy instance, ensuring that service continuity and accurate ticketing records were maintained regardless of the instance.
• Flexible Employee Migration: Employees were transferred at the client’s preferred pace, with each team member able to transition smoothly without disruption to their workflow.

Implementation Highlights

1. Gradual Employee Migration: Employees moved in stages from their legacy systems to the new shared Autotask, ensuring each department's transition was fluid, with minimal interruption to ongoing support efforts.
2. No Disruption to Service Quality: At any point, employees in the legacy or new systems could operate without missing a beat, as MSPintegrations kept ticket data synced in real-time across all instances.
3. Automated Data Integrity: MSPintegrations handled the complexity of ticket creation, updates, and syncing without manual intervention, reducing the risk of errors and ensuring data integrity across instances.

Results

With MSPintegrations, our client achieved a seamless, phased migration that allowed employees to adjust to the new Autotask instance on their schedule. The solution enabled:

• Reduced Operational Downtime: Employees experienced no disruptions, as all ticket data was readily available in each system.
• Increased Flexibility: The client could easily add employees to the new instance at a manageable pace.
• Enhanced Control over the Migration Process: The management team executed a steady, controlled transition, adjusting as needed and optimizing each stage.

Conclusion

By leveraging MSPintegrations, our client successfully synchronized multiple Autotask instances to create a unified, shared system. The solution empowered them to scale up gradually and integrate workflows across two MSPs with zero downtime and full data integrity.

This case study demonstrates how MSPintegrations can be instrumental in maintaining efficiency, reducing risks, and ensuring service continuity during complex Autotask migrations.