AlarmsOne already has built-in integrations with SaaS-based help desk tools such as ServiceDesk Plus On-Demand, Zendesk, and Zoho Desk to help IT management and help desk teams stay on the same page.
However, this simple, outbound integration had a drawback. IT management could raise a ticket in their help desk tool when certain issues arise, but after the ticket was taken care of and closed by the help desk team, the status of the corresponding alarm in AlarmsOne remained Open. Miscommunication like this leads to confusion between teams, and when your IT management and help desk teams are out of sync, it becomes a challenge to resolve certain incidents.
To help these teams work synchronously, we’ve tightened AlarmsOne’s built-in help desk tool integrations. Now you can enable or disable two-way ticket tracking as you wish. You can do this while adding an application in AlarmsOne as shown in the image below.
Consider you have integrated ServiceDesk Plus On-Demand with AlarmsOne using the outbound integration and have enabled two-way tracking. You’ll find that:
- Alarms created in AlarmsOne are reflected in ServiceDesk Plus On-Demand as tickets.
- Ticket updates and actions carried out in ServiceDesk Plus On-Demand are reflected in AlarmsOne.
- Alarm updates and actions carried out in AlarmsOne are reflected in ServiceDesk Plus On-Demand.
With this upgrade, you can now keep track of your tickets’ status from within AlarmsOne. Log in to your account and start managing your IT by enabling two-way integration with your help desk tools. If you’re new to AlarmsOne, start your free 30-day trial.