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PSA Ticketing

Setup PSA ticketing in the Cork platform following the interactive guide here.

 

FAQ

What does this feature do?

Cork will automatically create tickets in your configured PSA when compliance events are created.

What PSAs are supported?

Autotask, ConnectWise Manage, SuperOps, HaloPSA. Support for Syncro and Kaseya BMS is in the pipeline.

What fields can I configure when tickets are created?

Each PSA requires a different set of fields to create a ticket, we support those required fields, as well as any custom ticket statuses.

How frequently are tickets created?

Tickets are created after all of your integrations sync and compliance events process. This happens early in the morning, or whenever you click the “Re-sync All” button on the integrations page.

How many tickets can I expect?

This all depends on which grouping you select. If you configure tickets to be grouped by clients, you can expect that number to be up to the number of monitored clients.

Note: Cork will not modify an existing ticket, so if a ticket exists for a group and the next day new compliance events are added within that group, new tickets will be created for that group.

Will Cork automatically close tickets for me?

When all compliance events linked to a ticket are remediated, Cork will automatically close the associated ticket.

Will Cork reopen closed tickets?

No, however, Cork will create new tickets based on your grouping setting if new compliance events are added within that group.

Is ticket creation retroactive?

Yes, you can configure this feature with existing compliance events and Cork will create tickets for those compliance events.

What if I have multiple PSAs?

You can configure this feature as many times as you need to. You can even configure the same connection with different settings.

What happens if I disconnect my PSA that I’ve configured with Cork?

Cork will keep any tickets it created in its current state, but will not continue to create new tickets or update existing ones, even if compliance events are remediated. We plan on extending this to have Cork optionally remove tickets when you remove the configuration or the connection.