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Automated ticket creation would be really great. We have many instances where a customer configures a 3rd party service to send as their own domain (think sendgrid) and we have no clue until someone comes in here and reviews the data via their widgets.

If we could instead have tickets automatically created so our techs could be made aware when its flagged, work with the customer to configure the service correctly, and also reduce the false positives in Inky. It would be a massive win/win all around.

Posted by Sukhjit Singh ·
Status: Completed8 comments

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Comments8

  • Matt Sywulak changed status to Completed
    Team•

    Apr 8

    Pinned

    Hello again, we have completed the Autotask Integrated Customer billing side of this integration. The Smart ticketing will be tracked using this new Smart Ticketing with Autotask - INKY feature request. It is still planned just wasn’t assigned during the initial ICB integration.

    I’m going to pull over Smart Ticketing ideas to the new ticket but just know that we’re still in the planning phase for that feature.

  • Matt Sywulak

    Team•

    Jan 9

    Pinned

    Hey everyone, just wanted to follow up here that we're committed to delivering Autotask integration and are actively planning it out now that we’re post Kaseya Launch.

    We're looking at two integration points:

    • Billing Sync — Automatically pushing mailbox counts to Autotask contracts so you don't have to manually reconcile usage. This follows the same model as our existing ConnectWise integration.

    • Alerting/Ticketing — We're exploring how to make this actionable without flooding your queue whether it’s just Reports from End-Users or something more.

    These may land as separate releases so we can deliver billing sync sooner while we dial in the alerting logic. We'll keep you updated as we progress.

    • Marius Hoff

      •

      Jan 22

      I have only used INKY since start of January and feel like there is much to learn.
      I think at least a function for:

      • Ticket alert option when something ends up in INKY Quarantine is important since it seem like the end-user is not notified about this.

      • Ticket alert option if a user reports a e-mail and check one of the boxes: I clicked a link / I have opened an attachment

      • Ticket alert option for important changes in INKY, like if a Policy admin at customer-side adds something to Allow-List og makes exceptions that could have a negative effect

    • Johnathan Hall

      •

      Mar 5

      Will this include BMS as well

  • DRJohnson

    •

    Jul 17

    Hi ,I can see the great questions posted : We have migrarted from Graphus to Inky - My issue : Intergrating iNKY to Autotask .

    Need some serious help here , from what I’ve read this is in the Pipelines . I need this feature URGENTLY team . As Graphus had this functionality , I do not understand why Inky doesnt .

    Timeline and dates please , wee need this one actioned ASAP

  • Victoria Gómez

    •

    Mar 20

    Hi, will it only work with specific contract types? Will it have any billing restrictions?

  • Chad Brooks

    •

    Feb 25

    Is there any Road Map to get Inky integrated with Auto Task ICB (Integrated Customer Billing) more specifically with the same ability and setup in the same way that Graphus works with ICB meaning it will track active LIC and or other but the active LIC is critical for us for it is how we do our billing

    • Matt Sywulak

      Team•

      Mar 24

      This may already be showing up on the Autotask side, but no docs have been updated and won’t be until early April for the official release. If you wanted to take a look in AutoTask under ICB you may see INKY already there.