Enhancing Autotask-to-Autotask Communication for an MSSP Serving Autotask-Enabled Customers

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 system. The MSSP needed a reliable way to manage communication between their own Autotask and the Autotask systems used by their MSP customers, without logging into or managing multiple external environments.

The Challenge

Before partnering with MSPintegrations, the MSSP faced several operational bottlenecks:

• Manual Email Processing: Ticket notifications from customer Autotask systems arrived with customer-specific ticket numbers. Processing these required manual review and re-entry into the MSSP's Autotask, consuming significant time and resources.
• Error-Prone Updates: With manual data transfer between systems, the likelihood of mistakes increased, creating risks of miscommunication and degraded service quality.
• No Real-Time Communication: Without automation, maintaining accurate and timely ticket updates between both Autotask environments was difficult, resulting in slower response times and increased administrative burden.

The Solution

MSPintegrations developed a solution that automates and streamlines ticket updates between the MSSP's Autotask and their customers' Autotask instances. The implementation includes three key capabilities:

Automated Email Recognition and Routing: MSPintegrations processes incoming notifications from customer Autotask systems, 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.

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

Real-Time Updates: Both Autotask environments stay in sync without any manual intervention, enabling seamless collaboration between the MSSP and their customers.

Implementation Highlights

• Automated recognition of customer-specific ticket numbers from email notifications
• Bi-directional ticket syncing using Autotask workflow rules and user-defined fields
• Real-time updates across both Autotask instances without manual intervention

Conclusion

MSPintegrations provides a purpose-built solution for MSSPs who need to interact seamlessly with Autotask-enabled customers. By connecting separate Autotask environments, the integration creates a smooth, automated experience that boosts efficiency and eliminates communication errors. The MSSP can now serve their customers more effectively without adding administrative overhead.