PSA integrations overview
Connecting your PSA turns an expiry alert into a ticket on the board your engineers already work from.
Supported PSAs
Section titled “Supported PSAs”| PSA | Authentication | Ticket closed automatically |
|---|---|---|
| Autotask | API user credentials | No |
| ConnectWise | API member keys | Yes, with a closed status ID set |
| HaloPSA | OAuth | Yes, with a closed status set |
| NinjaOne | OAuth | No |
| Syncro | API token | No |
Where automatic closing is not available, Tidehawk still resolves its own alert and records that the provider has no close path, so the ticket is left for a human to close.
What an integration does
Section titled “What an integration does”- Opens a ticket when an alert fires. Any alert rule with the PSA ticket channel switched on raises a ticket against the matching client.
- Matches the client. Tidehawk looks up the company or customer list in your PSA and matches it to the Tidehawk client by exact name, ignoring case. When nothing matches, the ticket is still raised, without a company attached.
- Sets urgency. Alerts at 7 days or fewer are critical, at 30 days or fewer are high, anything further out is normal. Each adapter maps that onto its own priority or severity field.
- Closes the ticket when the problem goes away. Where the provider supports it, a renewed certificate or a renewed domain posts an internal resolution note and moves the ticket to your closed status.
- Confirms the hand-off. Owners and admins with PSA ticket confirmations switched on get an email each time a ticket is raised.
One connection per provider
Section titled “One connection per provider”A workspace holds at most one connection per PSA, so connecting again replaces the credentials rather than adding a second connection. You can hold connections to several different PSAs at once.
When more than one PSA is connected, each alert rule must name the provider it should use. If exactly one PSA is connected, a rule with no provider chosen uses it.
Connect a PSA
Section titled “Connect a PSA”- Open Integrations. Each card shows the provider and its state: Not connected, Finish setup, Ready, Connection error or Needs attention.
- Select Connect on the provider you want and complete the form. The exact fields are on each provider’s page.
- On the Configure ticket defaults screen, choose the board, queue, status or ticket type Tidehawk should use, then select Save & finish.
- Use Test now at any time. A working connection reports how many companies it can see.
How credentials are held
Section titled “How credentials are held”Every credential you enter, including OAuth tokens, API keys and secrets, is encrypted with AES-256-GCM before it is written to the database, and decrypted only inside the job that calls your PSA. Connections and tickets are scoped to your workspace.
Tidehawk only ever calls hostnames that resolve to public addresses, so a connection cannot be pointed at an internal service.