Background

After years of successfully managing support tickets in Kaseya BMS, this MSP’s customers were accustomed to a predictable workflow: reply to any support email, reference the Kaseya BMS ticket number, and trust that the support team would receive the update on the correct case. When the MSP migrated to Autotask as their new PSA platform, a critical issue emerged. Although Autotask could process ticket numbers in subject lines for its own tickets, it couldn’t recognize or correlate legacy Kaseya BMS ticket numbers to the corresponding new Autotask tickets. As a result, any customer replying to a historical ticket might have their update lost or misdirected—putting rapid, reliable customer support at risk.

Solution

To ensure business continuity and flawless customer experience, the MSP deployed MSPintegrations. MSPintegrations engineered a custom workflow capable of bridging this platform gap. When a customer emailed the support address referencing a Kaseya BMS ticket number, the MSPintegrations solution inspected the message, extracted the legacy ticket number, and queried Autotask’s database via API. Because each Autotask ticket had already been populated with its matching Kaseya BMS ticket number in the 'external number' field, MSPintegrations could reliably identify the correct Autotask ticket and update it—just as if the customer had quoted a native Autotask number.

Implementation Highlights

• Email Parsing for Legacy Numbers: MSPintegrations intercepted every incoming support email, scanned the subject line for a Kaseya BMS ticket number, and extracted it for matching.
• Smart Autotask Cross-Referencing: By leveraging the external number field populated during migration, the workflow matched legacy Kaseya BMS ticket numbers to their corresponding Autotask tickets via the Autotask API.
• Seamless Ticket Updates: Customer communications always landed in the correct Autotask ticket, whether the ticket number referenced was from Kaseya BMS or Autotask—ensuring no interruption to support operations or customer experience.

Results

• Uninterrupted Ticket Updates: Customers could continue using their usual workflow, replying to old emails without needing to know about the PSA platform change.
• Frictionless Customer Experience: There was zero learning curve or confusion for end users—no change to email addresses, ticket reference formats, or reply habits.
• Efficiency, Accuracy, and Trust: The support team avoided hours of manual effort and data reconciliation, protected ticket histories, and maintained high levels of customer trust throughout the migration.

Conclusion

With MSPintegrations expertly bridging the gap between Kaseya BMS and Autotask, the MSP delivered a migration so seamless, customers didn’t even notice a change. By cross-referencing legacy ticket numbers and ensuring no email was ever orphaned or misrouted, MSPintegrations empowered the support team to deliver continuous, high-quality service—transforming a potential migration headache into a showcase of operational excellence.

Contact Us Today

Migrating from Kaseya BMS or another ticketing system to Autotask? Don’t let ticket number confusion interrupt your customer support. Contact us today for a free consultation and discover how MSPintegrations can ensure a seamless, uninterrupted transition—for your team and your clients. Let’s make your move to Autotask smooth and stress-free!