Native Integration with ITSM Platforms for MSPs
As an MSP, I want PRTG to provide native, bidirectional integrations with leading ITSM platforms (ServiceNow, Jira Service Management, Freshservice, Zendesk, BMC Helix), so that I can automatically create, update, and synchronize incidents without relying on emails and custom scripts.
Email-based notifications are outdated, and relying on complex scripts or API configurations is not practical for large-scale managed service operations.
When alerts fail to create tickets, client trust is lost immediately.
These integrations should automatically create and update incidents, synchronize device and asset data, and allow status updates to flow both ways without manual intervention.
A user-friendly interface to manage and monitor these integrations would eliminate the need for fragile custom setups.
Adding this functionality to PRTG would modernize alert handling, reduce operational risk, and strengthen trust between MSPs and their clients.
Sean O'Neill
shared this idea
Hi there,
Thank you again for submitting your idea to Paessler. We truly appreciate you taking the time to share your feedback.
After careful consideration by our team, we've decided to decline this idea at this time.
Please note that it will not be possible to provide full integration between PRTG and all the mentioned ITSM platforms. However, we do plan to rebuild our notifications system, and some aspects of your suggestion will be taken into account.
While we won't be able to implement your complete feature request as outlined, please don't let this discourage you from sharing your ideas with us. Your continued feedback and ideas are essential to our product evolution.
Thanks for your understanding and for helping us shape the future of Paessler.
Best regards,
The Paessler Product Team