SANTA BARBARA, CA -- (Marketwire) -- 11/06/12 -- LogicMonitor, the leading SaaS-based IT infrastructure monitoring solution, today announced integration with ConnectWise, developer of the leading service management software designed exclusively for IT service providers, VARS, ISVs and MSPs. The integration further establishes LogicMonitor's commitment to align their solution with Managed Service Provider workflows.
"MSPs that use ConnectWise as their business operating system and LogicMonitor for IT infrastructure monitoring can now more efficiently utilize the ConnectWise ticketing system. Engineers will see open tickets in ConnectWise as soon as an alert appears in LogicMonitor," said Jeannine Edwards, Director of ConnectWise Community. "The aim is to help our mutual clients improve customer service, as well as support their private cloud offerings, by working together to quickly and effectively illuminate issues that could result in downtime if left unchecked."
With the integration, LogicMonitor alerts will automatically open support tickets in ConnectWise, in the appropriate service board and with the appropriate company, classification and issue type. This streamlined workflow eliminates the need for support engineers to toggle away from ConnectWise to check for critical monitoring alerts in LogicMonitor, the SaaS-based monitoring solution being adopted by a rapidly growing number of MSPs for its ability to provide unified visibility into the more advanced data center technologies -- VMware, Citrix, Cisco, NetApp, SonicWALL, Juniper, and hundreds of other devices and applications.
The integration also exposes to MSPs meaningful operational data from ConnectWise, such as real-time graphs showing the total number of open, closed or pending tickets in each queue, so managers have a visual snapshot of the support team's workload and the issues that could potentially affect uptime of their cloud infrastructure.
"We are pleased to announce our integration with ConnectWise," said Kevin McGibben, CEO, LogicMonitor. "The feedback from MSP clients who are already leveraging integration between our technologies to monitor their customers' critical infrastructure, as well as their own cloud offerings, has been extremely positive. We're enthusiastic about this year's IT Nation and look forward to sharing the integration with the broader ConnectWise community."
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