Compare PSAs
ZenTop Triage works with ConnectWise PSA, HaloPSA, and Autotask. One PSA is active at a time. Each PSA has its own page with connection details: ConnectWise, HaloPSA, and Autotask.
Feature availability
Section titled “Feature availability”| Capability | ConnectWise | HaloPSA | Autotask |
|---|---|---|---|
| Ticket intake and auto-triage | Yes | Yes | Yes |
| Assignment and scheduling | Yes | Yes | Yes |
| Escalation | Yes | Yes | Yes |
| Resolution | Yes | Yes | Yes |
| Bundle and merge | Yes | Not available1 | Not available2 |
| Holiday import | Yes | Yes | Yes |
| Device configuration matching | Yes | Yes | Yes |
| Agreement or contract attachment | Yes | Yes | Yes |
| Client company types | Yes | Yes | Yes |
| Intake ticket-type filter | Not available3 | Yes | Not available3 |
| Search inside the PSA | Yes4 | Not available5 | Not available5 |
| Documentation PSA-link matching | Yes | Not available6 | Yes |
How priority is set
Section titled “How priority is set”| PSA | How ZenTop Triage sets priority |
|---|---|
| ConnectWise | ZenTop Triage sets impact and severity, and ConnectWise’s SLA calculates the priority. PSA Catalog shows the SLA Priority Matrix read-only. |
| HaloPSA | ZenTop Triage sets impact, urgency, and priority from its own table, because HaloPSA’s SLA rules don’t run when tickets are changed through the API. |
| Autotask | ZenTop Triage sets priority from the Priority Matrix you edit in PSA Catalog, because Autotask has no impact and urgency policy it can read. Until the matrix is saved, priority is left unchanged. |
How tickets reach ZenTop Triage
Section titled “How tickets reach ZenTop Triage”Automatic triage is turned on per board, team, or queue: turn on Register this board as an intake source in Routing and service scopes. Saving the scope registers the PSA notification ZenTop Triage needs, so there is nothing to set up in the PSA itself. A check every 5 minutes also picks up tickets the notification missed.
| PSA | What ZenTop Triage registers |
|---|---|
| ConnectWise | A callback for each intake board. |
| HaloPSA | A webhook and a new-ticket notification. HaloPSA notifies ZenTop Triage when a new ticket is logged; tickets that move into an intake team later are picked up by the 5-minute check. One HaloPSA instance can send intake to one ZenTop Triage workspace. |
| Autotask | One ticket webhook for the whole account. ZenTop Triage filters events by queue and status. |
Footnotes
Section titled “Footnotes”-
ZenTop Triage doesn’t support ticket relationships for HaloPSA. The Ticket Relationships tab says so, and the Bundle/Merge action is hidden. ↩
-
The Autotask REST API has no merge operation, and its only parent link between tickets (Problem to Incident) would change the ticket type. ↩
-
The ticket-type filter is built for HaloPSA intake, which is triggered when a new ticket is logged. ConnectWise and Autotask intake is set per board or queue and status. ↩ ↩2
-
ConnectWise-hosted sites only. ZenTop Triage’s search page can be embedded in pages from
myconnectwise.net, so self-hosted ConnectWise isn’t supported. ↩ -
ZenTop Triage’s search page can be embedded only in ConnectWise-hosted sites. ↩ ↩2
-
IT Glue has no HaloPSA PSA integration, and Hudu’s integration links are used only with ConnectWise and Autotask. Use manual mappings or name matches; see IT Glue and Hudu. ↩