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IT Glue Introduces “Deep Ticket Integration” with ConnectWise Manage and Autotask PSA

The new functionality, which provides access to information about tickets associated with specific contacts and configurations, underscores IT Glue’s continued dedication to integration with competitors of parent company Kaseya, according to VP of Product Luis Giraldo (pictured). By Rich Freeman

Managed services documentation vendor IT Glue has rolled out “deep ticket integrations” with the ConnectWise Manage PSA solution and Datto Inc.’s Autotask PSA system.

The new functionality, which the Vancouver, B.C.-based vendor calls “highly anticipated” among its customers, provides access to detailed information about tickets associated with specific contacts and configurations, along with the documentation required to resolve them.

It’s also, the company says, a sign of IT Glue’s ongoing support for open integration with third-party platforms despite its recently revealed acquisition by IT management vendor Kaseya Ltd., which competes directly with ConnectWise, Datto, and many other vendors in the PSA market and elsewhere.

“IT Glue is built on the foundation of inclusive efficiency, and the launch of the new ticket integrations with ConnectWise and Autotask highlights our continued commitment to support MSPs around the globe, regardless of the toolset they keep,” said Luis Giraldo, IT Glue’s vice president of product, in prepared remarks. “IT Glue will continue to invest heavily in R&D in the months and years ahead to evolve MSP efficiency and information accessibility to new heights.”

Giraldo made the same point at greater length in a recently posted “manifesto” on the topic.

“IT Glue is not a single-tool company … and we’re most definitely not in a single-tool industry. We leverage the power and depth of dozens of amazing best-in-class software titles and apps every day, and we work tirelessly to link them together to support our hyper-connected needs and realities,” the document states. “Our platform is and will remain open. We will continue to build integrations with your favorite vendors and foster the growth of our connected ecosystem.”

A further illustration of IT Glue’s continued openness despite its new ownership came last month, when Auvik Networks announced a new integration with IT Glue’s flagship solution. Auvik’s network management system competes head-to-head with Kaseya’s Traverse product.

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