IT Alert Management for

Autotask ITSM

Elevate service desk tickets into intelligent, audible
alerts and distribute to the right on-call team.

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Overview | Why Augment IT service delivery with IT Alerting

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(Screenshot from Reddit channel /autotask)

The Challenge: Gaps in Native Notification Methods

We all know too well that efficient IT support and Managed Service Provider (MSP) operations hinge on fast, reliable responses to service tickets. However, native notification methods in Autotask are limited:

Delayed Response: Email and SMS alerts can be missed or overlooked, delaying incident resolution.
No Escalation Workflows: Alerts don’t automatically escalate to the next on-call team member if unacknowledged.
Manual On-Call Routing: Routing alerts to the right person often requires time-consuming manual effort.
No Prioritization of Critical Alerts: Important issues aren’t differentiated from routine notifications.
Missed Alerts: Notifications can fail to override “do not disturb” settings, leading to critical gaps.

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Solution: OnPage augments IT Service Delivery

OnPage fills these gaps by adding intelligent, fail-safe alerting capabilities to the Kaseya-Datto ecosystem. It ensures critical alerts reach the right team members with persistent notifications, automated escalations, and smart routing rules—enabling your team to respond faster, meet SLAs, and deliver exceptional service.

OnPage's Two-Way Integration for Autotask

Synchronous Integration Accelerates Resolution

Seamlessly integrate Autotask with OnPage, the industry’s leading incident alert management system – all under one user interface.

Extend OnPage’s incident alerting to Autotask’s ticketing capabilities, bringing high-priority service tickets to the forefront, ensuring faster resolution.

Create workflows for new and updated service tickets to alert the on-call technician in OnPage.

Establish alert escalation policies so that alerts can escalate to the next team member if the first person in the sequence doesn’t respond.

Enable responders to update ticket statuses directly from the OnPage mobile application, driving workflow efficiencies.

Benefits | How Unified Alerting Drives Seamless IT Service Delivery

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IT alerting
- Maximize investments in Autotask ecosystem by adopting intelligent alerting tools that convert service tickets into rich, contextual notifications through one unified, synchronous integration
- Shorten the incident resolution time and alleviate risks associated with human error by automating the notification process
- Notifications triggered from the Kaseya-Datto ecosystem are routed automatically based on on-call schedules and escalation policies
Customer satisfaction
IT alerting
- Gain comprehensive visibility into incidents across all the endpoints you manage
- Track status changes on your phones as they arise
- Achieve synchronization across messages, notes and actions along the incident lifecycle
- Equip incident responders with the latest information required to resolve issues faster
Unleash data-driven decision making
IT alerting
- View detailed incident reports via the web management console
- Uncover workflow inefficiencies and issues that frequently occur
- Review ticket progress, including when an alert was sent, delivered, read and escalated under a single pane of glass (SPOG)
- Improve employee accountability, transparency, employee morale and responsiveness

IT alerting

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Features | Elevate your game with Autotask + OnPage

Frictionless On-Call Management

Streamline the process of adding IT technicians to the on-call schedule. Establish escalation policies and routing rules to automatically escalate incidents to the right on-call staff. Democratize the process of schedule creation, knowing there is continuous, error-free coverage when schedules are populated incorrectly. Introduce accountability to the process and ensure that employees take ownership of their actions.

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Seamless ticket updates across platforms

Reduce the time spent on manually updating ticket statuses and focus on resolving the actual issue. Incident responders benefit from the seamless exchange of information in real time across platforms. Synchronize messages, notes, actions and updates and allow technicians and managers to gain incident progress to make better decisions.

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Unleash the Power of Data

Harness the power of data and gain powerful insights from it. Gain real-time views into the incident resolution progress and response times. After an issue is resolved, access detailed incident reports and uncover potential gaps in incident handling. Take the guesswork out of decision-making with increased visibility into a team’s performance across the incident lifecycle.

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Continuous Industry Success

OnPage is a G2 Leader for incident alert management, consistently receiving recognition for high performance and user satisfaction. Read more reviews!

5 Star Positive Testimonial from Scott T, Senior Service Management Engineer

5 Star Positive Testimonial from Bill G, VP of Services

5 Star Positive Testimonial from Ben W, IT Specialist

5 Star Testimonial from Jarrod H, Business Information Manager

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