Integrations overview
Every useful thing the platform does happens through a vendor integration. Open Integrations (/app/integrations) to manage them.
Supported vendors
| Vendor | Type | What we do with it |
|---|---|---|
| Autotask | PSA | Read tickets, companies, resources. Write ticket updates, time entries, notes. |
| Datto RMM | RMM | Read device inventory, alerts, monitor state. Trigger jobs on devices. |
| Datto EDR | Security | Read incidents, alerts. Quarantine endpoints (with approval). |
| IT Glue | Documentation | Read-only — configurations, passwords, organisation records. Never written. |
| Pax8 | Marketplace | Read order history, subscription state. Place orders + adjust subscriptions. |
| UniFi | Networking | Read site / device / client inventory. Reboot devices, manage firewall rules. |
| Microsoft 365 | Productivity (CSP / GDAP) | Read users, groups, mailboxes, license state. Lifecycle write ops via Graph. |
Connecting a vendor
- Click + Add integration and choose the vendor.
- Paste credentials. Each vendor needs different fields — Autotask wants username + integration code + secret, Datto RMM wants API key + endpoint, IT Glue wants an API key, etc.
- Click Test connection before saving — we'll hit the vendor's API with your credentials and surface any error verbatim.
- Save. Credentials are encrypted at rest using Fernet symmetric encryption; the encryption key is held in Azure Key Vault separately from the database, and credentials are decrypted only at API-call time.
Microsoft 365 / CSP doesn't use the same form — it uses the dedicated CSP/GDAP wizard (/app/csp-wizard). See Customers & onboarding.
Vendor-specific notes
IT Glue — EU accounts
IT Glue hosts accounts on two separate servers. If your IT Glue account is on the EU server, you must enter https://api.eu.itglue.com as the API Base URL. If you leave the URL blank, the system will automatically detect the EU endpoint when you click Test connection and advise you to update the URL. US accounts do not need to set a URL.
Default instance
If you have multiple instances of the same vendor type (for example, two Autotask accounts), you can mark one as the default. The default instance is used automatically by agents when no specific instance is specified.
Integration status
The Integration Status page (accessible from the sidebar) provides a health dashboard showing the connection status of all your integrations at a glance. Summary cards show how many integrations are connected, disconnected, or need attention.
Each integration has a background health probe that hits a known-cheap endpoint every 5 minutes and records the result. The badge on the Integrations page is the most recent probe outcome; the rolling 24-hour history shows up on Integration Status. A flapping integration tends to indicate vendor-side flakiness rather than anything you've configured.
Webhooks
Most PSA / RMM / EDR vendors push real-time events to Ops AI via webhooks. Each registered webhook gets a unique URL and a secret key — copy both and configure the webhook in your vendor's admin panel.
The Webhook Events page logs every received event with source, status, timestamp, and a payload preview. Failed events automatically retry up to 3 times; events that still fail land in the dead-letter queue where you can inspect a Failure Analysis panel showing the exact pipeline stage that broke and a suggested fix.
Replay is a separate action that re-submits an event through the full pipeline as a brand-new event — useful when you've fixed a root cause (missing SOP, rotated credential) and want to push previously-failed events through again.
What's next
If a connection fails or an integration starts misbehaving, head to Troubleshooting.