MSP Today Expert Feature
February 11, 2016

Continuum Releases Public Ticketing APIs for PSA Integration

With APIs (application program interfaces), businesses give developers, as well as other entities, access to their technology to create value-added services that benefit both parties. Now, the new public ticketing APIs released by Continuum is going to make it possible to allow ticketing information to be transferred between a Professional Services Automation (PSA) platform and Continuum’s Remote Monitoring and Management (RMM) platform.

The availability of this API will make it much easier for vendors to integrate Continuum's solutions that currently are being used by 50,000 SMB customers monitoring more than 750,000 endpoints. With 3,500 partners around the globe, the API will give each and every one of them the ability to deploy a ticketing solutions to improve customer service.

“With so many options available, we understand that many of our MSP partners have their preferred choice of PSA system,” said Carl Resnik, Sr. Product Director at Continuum. “Making these public ticketing APIs available allows more PSA vendors to integrate with Continuum. The authorization process has been seamless for the multiple vendors that have leveraged our APIs and we expect many more to utilize them going forward.”

For managed services providers, keeping track of the requests they get from their customers regarding a particular service related issue can quickly get messy if it is not properly documented and monitored. When customers are looking to reach the Continuum Help Desk, the new API will coordinate all of the parties involved in the process, so they can have the latest information about their ticket.

The RMM platform is an applications that lets managed IT service providers (MSPs) monitor client endpoints, networks and computers remotely and proactively by gathering information so the MSP can have activity reports and data. When it identifies a problem, it creates the proper alerts and tickets while tracking the health of the network and devices. It is backed by Continuum's Network Operations Center (NOC (News - Alert)) and Help Desk so MSPs can provide better customer service to their clients.

According to the company MSP partners will be able to create their own custom integration with these APIs to support their own ticketing solutions. This is why APIs are growing in popularity across all industries, they brings innovative solutions to market quickly by leveraging new and existing APIs.

This has led TMC (News - Alert) to hold a conference which it calls "All About the API" to bring companies, developers and product managers to educate and find the opportunities in this segment. According to TMC, it wants this conference to be the ultimate API ecosystem meeting place by bringing experts across key vertical markets, in-depth company-focused workshops so attendees appreciate the value propositions offered by key vendors, powerful keynotes and networking opportunities. The conference will be held at Caesars Palace in Las Vegas from July 18-21.