IT and System IntegrationsPurpose
1.2. Automates the notification, categorization, and tracking of IT issues across departments in real-time.
1.3. Supports centralization of IT support data, automating assignment and escalation based on business-defined workflows.
1.4. Enables ongoing tracking, automated communications, and ensuring compliance/auditability in corporate IT operations.
1.5. Delivers automation of reporting and analytics for systemic issue identification and resolution patterns.
Trigger Conditions
2.2. Automate on receipt of emails to a support inbox or form submissions from staff equipment issue reports.
2.3. Integration with chatbots or voice recognition for users reporting issues through enterprise communication platforms.
2.4. Automated ticket creation if IoT devices or edge systems generate error or failure logs.
2.5. Automatically escalates if not acknowledged or resolved within SLA-defined periods.
Platform variants
• Function/API: Tickets API — automate creation and updating of tickets via /api/v2/tickets endpoint.
3.2. ServiceNow
• Function/API: Incident Table API — automates incident record insertion using POST /api/now/table/incident.
3.3. Freshservice
• Function/API: Ticket Creation Endpoint — automates tickets via POST /api/v2/tickets.
3.4. Jira Service Management
• Function/API: Create Issue — automate issue/ticket creation using POST /rest/api/3/issue.
3.5. Salesforce Service Cloud
• Function/API: Case Object API — automates case creation with POST /services/data/vXX.X/sobjects/Case.
3.6. Spiceworks
• Feature: Incoming Email to Ticket — configure mailbox monitoring for automated ticket creation.
3.7. ManageEngine ServiceDesk
• Function/API: Requests API — automate requests submissions using POST /api/v3/requests.
3.8. BMC Helix ITSM
• Function/API: Incident Service — automates incident creation via POST /api/arsys/v1/entry/HPD:IncidentInterface_Create.
3.9. SysAid
• Function/API: Incident API — automate sending POST /api/v1/incidents for ticket creation.
3.10. Ivanti Neurons
• Function/API: REST Ticket API — automate creation by POST /api/tickets.
3.11. OTRS
• Function/API: TicketCreate — automate via /otrs/nph-genericinterface.pl/Webservice/GenericTicketConnectorREST.
3.12. Kayako
• Function/API: Tickets API — use POST /api/v1/tickets for automated ticketing.
3.13. Zoho Desk
• Function/API: Tickets Endpoint — automate POST to /api/v1/tickets for support tickets.
3.14. ConnectWise Manage
• Function/API: Create Ticket — POST /v4_6_release/apis/3.0/service/tickets.
3.15. Intercom
• Function/API: Conversations API — automate creating conversations as tickets.
3.16. Microsoft Teams
• Feature: Incoming Webhooks — automate ticket notifications and creation via connector triggers.
3.17. Slack
• Feature: Slash Commands & Incoming Webhooks — automate ticket creation by command or bot trigger.
3.18. PagerDuty
• Function/API: Incidents API — automate creation of incidents via POST /incidents.
3.19. Trello
• Function/API: Cards API — automates ticket cards on selected board with POST /cards.
3.20. Monday.com
• Function/API: Create Item Mutation — automates new item creation on support board via GraphQL Mutation.
Benefits
4.2. Automates escalation ensuring SLA adherence and seamless communication between staff and support.
4.3. Streamlines reporting by automating ticket metric aggregation and export.
4.4. Enhances productivity by automating repetitive entry and follow-up processes.
4.5. Automatedly provides comprehensive audit trails for all IT incidents, supporting compliance and process improvement.
4.6. Increases responsiveness to IT issues, reducing downtime through faster, automated responses.
4.7. Empowers IT teams to focus on problem solving by automating ticket intake and triage.