Why SIGNL4
Autotask is a 100% SaaS CRM and ticketing solution. With comprehensive graphs and user specific data it provides the user that only they need to know. SIGNL4 is a great compliment to Autotask, particularly in the ticketing department. SIGNL4 relieves the need to constantly check emails or visit the ticket dashboard. Users can respond to open tickets the moment they are created from wherever they are.
How it Works
SIGNL4 can retrieve detailed ticket information sent from Autotask via the SIGNL4 Webhook URL. Ticket data will be neatly categorized in an easy to read format and sent to the team. On-call users will receive the alert and can take ownership and even collaborate with peers if needed.
Integration Capabilities
Scenarios
Tickets and Incidents are sent to SIGNL4
Event categorization, routing and automated delivery
Persistent Notifications by push, text and voice call with Tracking, Escalation and Confirmation to Staff on Duty
HOW TO INTEGRATE
This is the recommended approach offering two-way integration of SIGNL4 with Datto (Kaseya) Autotask.
The Autotask connector app makes 2-way integration with Autotask a child’s play and responding to service desk tickets can be done conveniently via the SIGNL4 mobile app.
Feature overview
How does it work? The connector communicates using the Autotask REST API to read ticket details or to update them. An API user with according permissions must be used and created in Autotask.
You can install and configure the integration in the SIGNL4 web portal under Integrations -> Gallery -> Autotask (please make sure to select the two-way integration here <- / -> ).
Here you need to configure your Autotask API username and secret with sufficient access rights. You can find more information here. The other parameters are optional, and you can find more information when hovering over the (?) symbol of the according item.
Using the email integration you can forward any ticket to your SIGNL4 team for a quick response and resolution to an open issue.
Open the ticket and click on the Forward icon at the top.
Configuring a webhook URL and assigning it to a Workflow will ensure automatic delivery of ticket information to your SIGNL4 team.
From the Admin Menu select Extension and Integrations.
Select Other Extensions and Tools.
Click on Extension Callout (Tickets).
Add New Extension Callout.
From the GENERAL TAB:
HTTP Method should be set to POST:
Edit the rule that you wish to go out for alerting (such as Critical Ticket Notification).
Under Actions Select the drop down menu in Then Execute Extension Callout.
Select SIGNL4 Webhook.
Click Save.
ALERT OPTIMIZATION
SIGNL4 can further increase the visibility of alerts through its Signals and Services section. Augmenting the color and icon of alerts will provide more relevant information at a glance without having to open the alert.