Introduction

If you use a Professional Services Automation (PSA) tool, this feature pertains to you. The Unitrends PSA feature automates the creation of tickets in the Managed Service Providers’ (MSPs) PSA tools. Currently, ConnectWise is the only PSA tool that Unitrends supports. Unitrends supports all versions of ConnectWise. The following tickets are supported:

Ticket

Description

Service tickets

Tickets that are used to track issues in the system.

Billing tickets

Tickets that contain billing information for creating invoices. Please note that these show up as service tickets in the PSA tool and contain information required for billing.

Previously, when an issue was found, the information was entered manually into ConnectWise. This process was prone to errors and was time-consuming. The PSA Integration feature enables Unitrends software to automatically create a service ticket. The PSA Integration feature also automates the retrieval of billing information from the Unitrends system and creates a billing ticket.

Once set up, the Unitrends system sends service ticket and billing information from the company sites directly to the MSPs’ PSA Integration tool.