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AcceloSync

AcceloSync

The AcceloSync plugin for LabTech allows the synchronisation of LabTech tickets with the Accelo CRM platform, mapping users and clients in LabTech to staff and customers in Accelo.

Supports: Automate 12, 11

-1 downloads

Current Version: 1.0.6823.24635
  • Features


    Ticket synchronisation

    Tickets are synchronised immediately upon save in LabTech, which will create or update an issue in Accelo if the ticket meets the configurable criteria for synchronisation. A background worker on the LabTech database agent also periodically checks for tickets that need to be synchronised, in the case of an outage or a change of configuration.

     

     

    File attachments

    AcceloSync makes files attached to Labtech tickets available in the synchronised Accelo issue, enabling technicians to easily access diagnostics generated from the alert that triggered the ticket creation.

    file attachments

     

     

    Plugin configuration

    Configuration takes place through the a tab in LabTech system dashboard, accessible under Config > Integration > Accelo. New users can run the setup wizard which guides you through the process of setting up an appropriate application API key on Accelo.

    Sync configuration

     

     

    Two-way ticket status sync

    LabTech ticket statuses can be synchronised from Accelo through the use of WebHooks in Accelo issue progressions, allowing for issues that have been closed or re-opened (or any other mapped status) in Accelo to be also be closed or re-opened in LabTech.

    Sync onfig api

     

     

    Client mappings

    Client mappings allow for issues to be assigned to the appropriate company in Accelo. If a client is marked ignored, no tickets will be created in Accelo for that client. Tickets without a client in LabTech can still be assigned to an Accelo company.

    Client Mappings

     

     

    Staff mappings

    Staff mappings allow for LabTech tickets to be assigned to the corresponding Accelo staff member. Staff mappings are not essential: issues in Accelo will be left unassigned if there is no corresponding assignee mapped.

    Staff mappings

     

     

    Status mappings

    Status mappings allow for LabTech tickets to be matched to the customisable statuses in an Accelo deployment. They can also be used to ignore tickets of certain statuses in LabTech.

    Status Mappings

     

     

    Category mappings

    Category mappings allow for tickets that match a particular LabTech information category to be assigned to different issue types in Accelo, or for tickets to be ignored by the plugin.

    Categories Mapping

     

     

    Priority mappings

    Priority mappings allows for tickets to be appropriate escalated (or ignored) in your Accelo instance.

    Priorities Mapping

     

     

    Ticket information

    Although designed so technicians don't need to spend time in the LabTech ticket, the plugin exposes a tab in the ticket that allows you to inspect the properties of the synchronised Accelo issue, as well as manually link or unlink issues, trigger a synchronisation, run an Accelo progression (configurable in Accelo), or to open the corresponding issue in Accelo directly.

    Ticketing

     

  • Screenshots


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  • Support


    How to install Plugins

    Here is a quick how-to install plugins on to a ConnectWise Automate System [Click Here]

    So you are having some issues?

    You are in the right place, Plugins4Automate is committed to making sure you get the most out of your investment so we have several support options for you

    Plugin Support

    Plugin support comes in 3 flavors, operational and licensing support.

    Support Forums are here to help you find quick answers to your questions. If you are having a problem you can post them here for our team and the community to help you with. Please visit support.plugins4automate.com

    Operational Support can be anything with using a particular plugin inside your MSP's environment. Each environment is different, where one MSP may have 300 agents all being remote laptops another MSP is managing thousands of agents in mixed environments spanning the globe. That makes supporting plugins expensive and time consuming when working with so many environments. This extra time and energy gets reflected in the rising cost of the monthly subscriptions for each plugin and leaves support for free plugins left behind.  We want to make sure we can provide timely support to everyone regardless of the plugin and keep from raising the cost of subscriptions for MSPs that do not require support; for the benefit of a few that do. 

    Plugins4Automate has partnered with LabTech Expert to supply a pay as you go support service for any of our plugins at a flat rate of $130 per hour. Get expert care by a knowledgeable LabTech Certified Professionals with years of experience managing ConnectWise Automate and LabTech environments of various sizes. The LabTech Expert team will assist you in issues related to the use and operation of the plugins we offer. To reach out for support please direct emails to support@labtechexpert.com. Please include the plugin you are needing help with and any contact information. An automated ticket will be created for you and an engineer will reach out to you quickly.

    License Support issues are handled in house, if you feel you have a issue with expired or non functional license subscriptions please send a email directly to Plugins4Automate. One of our team members will gladly work with you to get your license operational.

     

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