If you want the ability to communicate your Ticket Performance in your Customer Success (CS) module as an Effort metric, LCI will automate that once your PSA has been integrated to allow for tickets.
We pull Ticket stats from your PSA. Currently we support pulling from Autotask, Connectwise Manage and Syncro. You must ensure that the security privileges' associated with your PSA API key has the appropriate access to Tickets.
1) Step 1: Follow these guides depending on your set up in LCI.
| LCI Setup | Guide (Click Link Below) |
| CW Manage is your Primary Integration | Connectwise Manage Tickets - API Security Requirements |
| Autotask is your Primary Integration | Autotask Tickets - API Security Requirements |
| Syncro is your Primary Integration | Syncro Tickets - API Security Requirements |
| Halo is your Primary Integration | Halo PSA Tickets - API Security Requirements |
| IT Glue is your Primary Integration - Tickets are in Autotask | Supplement IT Glue with Autotask |
| IT Glue is your Primary Integration - Tickets are in CW Manage | Supplement IT Glue with CW Manage |
| IT Glue is your Primary Integration - Tickets are in Syncro | Supplement IT Glue with Syncro |
| IT Glue is your Primary Integration - Tickets are in Halo | Supplement IT Glue with Halo |
Once you have finished the steps in whichever guide was applicable to you, your LCI instance is ready to report on tickets. We sync tickets once a day, but if you want to perform a sync right away and you have access to Data Sync Manager... you can do that. For more information on how to use Data Sync Manager, please click on this link.
2) To add ticket metrics to the CS module, click on CS Admin
3) Choose the "CS App Settings" tile
4) Click on the Effort tab at the top
5) Select + to add new metric and Choose "Tickets"