PSA and ITSM integrations for ticketing

For managed service providers (MSPs) and IT professionals, efficient ticketing is central to delivering fast, consistent support. N-able N-central integrates with leading Professional Services Automation (PSA) and IT Service Management (ITSM) tools. PSA and ITSM tools offer streamlined service delivery, improved resource allocation, and consistent client communication platforms to bridge the gap between proactive monitoring and responsive service delivery.

When you connect N-central to a PSA or ITSM system, it can automatically convert alerts from device monitoring or automation policies into service tickets. This setup notifies technicians in real-time and pre-populates tickets with contextual details such as device information, customer association, and severity levels.

PSA integration is configured at the System and Service Organization level:

  • At the SO level, you can define different configurations for each SO. This enables any SO administrator to modify integration settings.

  • At the System level, only the Product Administrator can modify the configuration.

    The option does not appear from the System Level if a PSA configuration is present at the SO level.

With PSA and ITSM integration, you can create tickets and view ticket details through Active Issues, Device Details, or the Audit Trail.

Notifications alert the technician when a service returns to Normal or when the ticket status changes. For example, you can configure notifications to send an email, close a ticket, or update its status when the service returns to Normal.

N-able N-central supports integrations with a wide range of PSA and ITSM platforms, allowing MSPs and IT departments to automate ticket creation, synchronize asset and alert data, and reduce manual effort in service operations.

N-able N-central incorporates ticket integration with leading PSA solutions, including:

  • Autotask
  • ConnectWise Manage
  • MSP Manager
  • Help Desk Manager
  • Marval
  • Tigerpaw

  • Custom PSA

  • Halo PSA/ITSM

  • ServiceNow

Autotask PSA

A cloud-based PSA platform designed for MSPs, Autotask provides native integration with N-central. This connection supports automated alert-to-ticket conversion, synchronization of customer and device data, and queue-based ticket routing. It's ideal for MSPs within the Datto ecosystem or those prioritizing streamlined service operations.

ConnectWise Manage

As one of the most widely adopted PSA tools among MSPs, ConnectWise Manage offers deep integration with N-central. It enables bidirectional ticket synchronization, alert mapping to service boards, and automatic updates to ticket statuses. ConnectWise is best suited for MSPs that need to handle high ticket volumes and advanced workflow management.

N-able MSP Manager

This is N-able’s native PSA solution, designed for quick deployment and intuitive use. Integration with N-central allows for straightforward ticket generation, customer and site data sync, and fast incident response within a familiar N-able environment. It’s ideal for small to mid-sized MSPs looking for native compatibility and simplicity.

Help Desk Manager (HDM)

A legacy N-able tool for internal help desk operations, HDM integrates with N-central to convert alerts into tickets. While it remains functional in some environments, it is no longer actively developed.

Marval MSM

Marval offers a robust ITIL-certified ITSM solution used in enterprise and public sector environments. While there’s no out-of-the-box connector, it integrates with N-central via the Custom PSA interface using REST API calls. It supports comprehensive incident, problem, and change management workflows.

Tigerpaw One

Tigerpaw is a business automation platform that includes CRM, billing, and PSA features. Integration with N-central is supported through the Custom PSA module, enabling alert routing and device data synchronization. It's especially useful for MSPs that want a combined operational and business management suite.

Custom PSA (Generic Ticketing Module)

For PSAs without native support, N-central offers a Custom PSA integration path using email or API-based workflows. This allows alerts to trigger ticket creation in virtually any PSA system. Users can configure field mappings, define alert triggers, and customize payloads for full flexibility.

HaloPSA / Halo ITSM

A modern, cloud-based PSA/ITSM solution built for flexibility and automation. Halo offers native N-central integration with bi-directional ticketing, alert-to-incident conversion, and asset syncing. It's popular among MSPs looking for intuitive design and powerful workflow tools.

ServiceNow

An enterprise-grade ITSM platform, ServiceNow integrates with N-central using the Custom PSA API. This setup supports real-time ticket generation, flexible incident management, and custom scripting for extensive control. It’s best suited for large MSPs or enterprise IT departments that follow Information Technology Infrastructure Library (ITIL)-aligned workflows.

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