How MSPintegrations Enabled Instant Ticket Continuity During a Kaseya BMS to Autotask Migration

Customer Overview

After years of managing support tickets in Kaseya BMS, this MSP's customers had a well-established workflow: reply to any support email, reference the Kaseya BMS ticket number in the subject, and trust the support team to receive the update on the correct case. When the MSP migrated to Autotask as their new PSA platform, a critical gap emerged that threatened that established customer experience.

The Challenge

The PSA migration created a specific, high-stakes problem for ongoing customer communications:

• Legacy Ticket Number Gap: Autotask could process ticket numbers in email subject lines for its own tickets, but it had no way to recognize or match legacy Kaseya BMS ticket numbers to the corresponding new Autotask tickets.
• Risk of Lost Updates: Any customer replying to a historical support email with a Kaseya BMS ticket number in the subject would have their update lost or misdirected in the new system, breaking support continuity mid-incident.
• No Customer Notification: Requiring customers to change their email habits or learn new ticket number formats was not an acceptable option. The migration needed to be invisible to end users.

The Solution

To ensure business continuity, the MSP deployed MSPintegrations to bridge the gap between the two platforms. MSPintegrations was configured to:

Intercept and Parse Legacy Ticket Numbers: Every incoming support email was inspected. When a Kaseya BMS ticket number was detected in the subject line, MSPintegrations extracted it for matching.

Cross-Reference with Autotask API: Because each Autotask ticket had been populated with its matching Kaseya BMS ticket number in the "external number" field during migration, MSPintegrations could query the Autotask API to find the correct ticket and update it, just as if the customer had referenced a native Autotask number.

Seamless Ticket Updates: Customer emails always landed in the correct Autotask ticket, regardless of which ticket number system they referenced, with no interruption to support operations.

Implementation Highlights

• Email parsing to detect and extract Kaseya BMS ticket numbers from incoming support emails
• Autotask API cross-referencing using the external number field populated during migration
• Complete ticket lifecycle continuity, with no changes required from customers

Conclusion

With MSPintegrations bridging the gap between Kaseya BMS and Autotask, the MSP delivered a migration so transparent that customers never noticed a change. By cross-referencing legacy ticket numbers and ensuring no email was ever orphaned or misrouted, MSPintegrations transformed what could have been a disruptive migration into a showcase of operational continuity. The support team maintained service quality throughout, and customers experienced nothing but the same reliable support they expected.