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Service ticket synchronization


  • Make sure the API user has a Security Level that allows the creation of webhooks to successfully set up ticket synchronization. See Turn on webhooks.
  • Make sure that the MSP staff members who work on tickets in PSA update their web browsers to accept pop-ups from Sophos. This allows deep-links to open the Device Details page of the affected endpoint or server in Sophos Central.

You can create service tickets in Autotask from Sophos Central alerts.

You must set up a rule to control which alerts create tickets. See Configure API alerts.

You can only create one alert rule. The rule applies to all customers whom you turned on service ticket synchronization for.

After you set up a rule, you can turn on Service ticket synchronization and choose which customers you want to use it for.

Set up ticket synchronization

To set up synchronization, do as follows:

  1. Go to Settings & Policies > PSA integration > Autotask Details.
  2. Click Configure.

    Service ticket sync config button.

  3. On the Configure service ticket synchronization page, do as follows:

    1. In Configure ticket generation, select a ticket queue, source, and type.
    2. Select the ticket statuses when an alert is generated and acknowledged.
    3. Select another ticket status that will start an alert acknowledgment in Sophos Central.


      When an alert is acknowledged in Central, the corresponding ticket closes in Autotask.

      Configure ticket generation and ticket statuses.

    4. Click Next.

    5. In Configure ticket priority, assign an Autotask ticket priority to each Sophos alert severity.

      Configure ticket priority.

    6. Click Next.

    7. In Configure alert rules, click Finish.

      Configure alert rules.

You can now turn on ticket synchronization for your customers.

Turn on ticket synchronization for selected customer

You can turn on Autotask ticket synchronization for your selected customer.

This creates tickets in Autotask for your selected customer using the rule you've set up. You can then manage and work on your tickets in Autotask as usual.

To turn on ticket synchronization for your selected customer, do as follows:

  1. Go to Settings & Policies > PSA integration > Autotask Details.
  2. In Customers, check that the customer has an entry in the Autotask Customer Name column.


    If a Sophos customer isn't mapped to an Autotask customer, click the Edit button Edit icon., and then enter the name of the Sophos customer.

  3. Turn on Enable Ticket for the selected customer.