Supporting Your Product: Integrations and how they work



What are integrations, and how do they work?


  • Autotask PSA
  • Datto RMM
  • ConnectWise


What are integrations?

Integrations are tools for passing information from endpoint systems to the platforms that MSPs use for managing their business. They allow for automation and broad problem triage without requiring the partner to use many platforms at once.

For example, if a Datto appliance triggers a critical backup error:

  • a ticket will automatically generate at the MSP's service desk, and
  • the ticket will assign to a queue or to a technician who can look into the issue.

What are the types of integrations systems?

There are two types of systems:

  • Remote Monitoring and Management (RMM) tools allow partners to monitor and manage endpoints - computers, servers, network hardware, and more. RMM allows you to access and control remote systems, run scripts, install or update software, and monitor resources. Datto currently supports the following RMM integrations:
    • Datto RMM
    • ConnectWise Automate (formerly LabTech)
  • Professional Services Automation (PSA) tools are business management tools for reporting, ticketing, billing, and other tasks. A PSA tool may track how many Datto device issues have occurred. The tool will also receive alerts from the integration and create service tickets. Datto currently supports the following PSA integrations: 
    • Autotask PSA
    • ConnectWise Manage (formerly named ConnectWise)
    • Kaseya

What data passes over the integration? 

Any device information to be passed to an integration platform should be in the Device Information XML feed. Any information that would be in an alert email will transmit via the integration to a ticket. 

How is the data passed?

The integration commandeers the normal alerting process. On reaching an alert condition, the following steps occur.

  1. The alert process first checks to see if an email address exists.
  2. If there is no address, the process aborts; if an address does exist, the next step is to generate the information (agent, error, timestamp, and so on).
  3. The integration determines the alert delivery method (email, integration, or both).
  4. The alert transmits via the configured method.
Entering any email address, even an invalid one, into the Agent configuration will activate the alert functionality. Partners may elect to use a dummy email address to turn on alerts without generating duplicate emails.

Figure 1: The integrations alert process (click to enlarge)

Additional Resources

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Want to talk about it? Have a feature request?

Head on over to our Datto Community Forum or the Datto Community Online.

For more Business Management resources, see the Datto RMM Online Help and the Autotask PSA Online Help .

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