Quest Integrates Tigerpaw Into PacketTrap MSP Solution

By Charlene O'Hanlon

Tigerpaw Software has integrated its professional service automation technology into Quest Softwares PacketTrap MSP remote network management and monitoring solution, giving managed service providers a more robust offering for their customers.

The new solution provides visibility into the network so MSPs can more efficiently manage against bandwidth clogs, device failures or connectivity issues, and automatically generates service orders when such issues occur. PacketTrap MSP automatically generates e-mail alerts when there are problems with the network, and those e-mails are monitored, interpreted and routed to appropriate technicians and converted into service orders through Tigerpaws Managed Services Integrator.

When alerts are issued in PacketTrap, the alert is automatically converted into a service ticket in Tigerpaw which then manages the ticket through resolution,” said Ginger Clay, marketing director at Tigerpaw. A workflow event sends an e-mail to the technician informing him or her that a trouble ticket has been created, time and date stamps are recorded for all work completed by the technician, materials can be ordered if necessary, the techs time is recorded and a bill can be issued all through one system.

Because this is an integrated, closed-loop offering, the handoff between the two tools is seamless, she said.

Before the integration, a PacketTrap client had to read the alert in PacketTrap and manually open a trouble ticket in Tigerpaw to complete the process,” she said. PacketTraps software reads alerts from monitored devices and software at their clients site. Tigerpaw, by contrast, manages the front and back-end of the managed service providers business. So, while PacketTrap monitors the clients site, Tigerpaw manages the work that takes place for the solution provider when an alert is generated at the clients site.”

The integration was something that partners of both Tigerpaw and Quest specifically requested, Clay noted.

Using an integrated remote monitoring management tool like PacketTrap with a professional services automation tool like Tigerpaw, a solution provider can often fix issues before their customers even know about them or prevent them from happening to begin with. The integration takes out the manual entry of a trouble ticket and allows the alert to be managed from conception through completion,” Clay said.

Quest Software is the latest vendor to integrate Tigerpaws Managed Services Integrator to its MSP offering. The business and productivity software provider also has agreements with Kaseya, Level Platforms, N-Able and Zenith, to name a few.