PSA: Sherpadesk

Owned by Ryan Seymour, created
Last updated: Jun 12, 2024
3 min read
https://www.sherpadesk.com/

Overview

Scan results are sent as tickets to Sherpadesk, with options for Company syncing to inform teams of scan alerts/results.

The Sherpadesk integration has 2 main integration points.

  1. Company Syncing - keep your companies synced between ConnectSecure and Sherpadesk. You can import directly from Sherpadesk or map an existing ConnectSecure company to a Sherpadesk company. This ensures any alerts/tickets raised are going to the correct company. This does not require that you or Create Ticket options.

  2. Create Ticket - enable ticketing integration using your defined Event Set and Integration Profile settings. This is optional and is not required to use Company Syncing options.

Getting Started

Navigate to Global > Settings/Integrations > choose the Sherpadesk tile.

image-20240607-203936.png

Setup

Credentials

Complete the required fields and tap Update to continue:

Name: Give the integration creds a name of your choice.

API Key: Enter the Sherpadesk API key; see this link --> Getting Started with SherpaDesk Data Migration

Associated Company: Leave this blank to use for all companies.

Event Set

Refer to our Event Set KB here: https://cybercns.atlassian.net/wiki/x/UYCugg

Integration Rules

Here, you define how the ticket is created in Sherpadesk and which parameters are applied to the ticket upon creation. Complete all required fields and tap Save to continue.

image-20240607-204146.png

Red highlight cell indicates a Required field

Required Fields Indicated

Field

Description / General Use

Field

Description / General Use

Name

Set the name of the Integration Profile. We recommended separating them based on the ‘Priority’ of the ticket so you have a profile for your P1 vs P2 vs P3 tickets and so on.

Class for Ticket Creation

Select the Class from Sherpadesk configured options.

Account for Ticket Creation

Select the Account from Sherpadesk configured options.

User for Ticket Creation

Select the User from Sherpadesk configured options.

Tech for Ticket Creation

Select the Tech from Sherpadesk configured options.

Event Set

Select the associated Event Set from ConnectSecure. This is the association the Event Set uses when creating tickets.

Company Mapping

This is where you manage your company mappings between ConnectWise Manage and ConnectSecure; you can import them directly from ConnectWise Manage or map existing ConnectSecure companies to ConnectWise Manage companies using the Add button. These mappings also include what Event Set and Integration Profile settings apply to the company when using the Create Ticket option.

Upon saving, the Selected Companies section appears with your mapping selection(s). You can use the three-dot action menu to Edit or Delete the company mapping and settings.

Create Ticket = This will enable automatic ticket creation for the selected company based on the mapped Event Set and Integration Profile settings. Enable Configuration is not required or linked to this.

Need Support?

Contact our support team by sending an email to support@connectsecure.com or by visiting our Partner Portal, where you can create, view, and manage your tickets.

https://cybercns.freshdesk.com/en/support/login

Â