Synchronize Incident tickets across multiple service desk products

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  • Shorten ticket resolution time due to real-time synchronization
  • Eliminate swivel chair integration
  • Improve quality of communication
  • Real time notification of critical customer tickets
  • Consistent SLA reporting assured in every product
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Case study

The requirement: A managed service provider needed to optimize the incident process with their customers. Customers should be able to assign the ticket to the MSP in their own service desk system without having to log on to the MSP’s service desk system, and without the MSP logging on to the customer’s service desk.

The solution: 1Gateway connects the MSP and customer’s service desk systems so that the assignment triggers an automatic synchronization – as soon as the customer assigns a ticket to the MSP, 1Gateway immediately creates a new ticket in the MSP’s service desk system with all the necessary information out of the customer’s ticket, and optionally notifies the MSP’s service manager using collaboration software. From that moment on, ticket updates on either end are synchronized – the MSP can ask the customer for more information, the customer can provide screenshots, logfiles, etc, in their own service desk. When the MSP has solved the problem, 1Gateway adds all closing information to the ticket in the customer’s service desk system.

icon benefits
  • Out-of-the-box plugins to connect systems via standard APIs

  • Mapping capability allow customization of ticket fields to match the peer product

  • Normalization of information makes the additional notification requirement an effort of minutes, just adding the collaboration plugin

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  • Out-of-the-box plugins to connect systems via standard APIs

  • Mapping capability allow customization of ticket fields to match the peer product

  • Normalization of information makes the additional notification requirement an effort of minutes, just adding the collaboration plugin

icon benefits
Request a demo

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About us

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Make software integrations easier is our mission. That’s why we developed 1Gateway.

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