September 10, 2026
A global technology services company with more than 500 employees relied on the Autotask ticketing system to manage customer support across multiple industries. While Autotask handled ticket creation and management effectively, the client lacked visibility into SLA performance, delayed tickets, and team accountability.
Without accurate monitoring, unattended tickets, inconsistent SLA calculations, and limited reporting made it difficult to maintain service quality and identify operational bottlenecks.
To address these challenges, SynergyTop developed a custom solution integrated with Autotask that provides intelligent SLA tracking, centralized ticket monitoring, activity logging, and resource management. The platform enables support teams to improve response times, increase accountability, and deliver a more efficient IT service management process.
Headquarters: Global
Industry: Information Technology Services
Service Type: Custom Software Development & Autotask Integration
Geographies Impacted: Global
Project Duration: Ongoing
Key Technology: Autotask API, Custom Dashboard, Webhooks, Cron Jobs
The client required a solution that could:
The platform was designed for:
The client encountered several operational challenges that impacted support efficiency and SLA compliance.
SynergyTop developed a custom IT service management solution seamlessly integrated with the client’s existing Autotask environment.
The solution included:
The platform unified ticket tracking, SLA monitoring, reporting, and operational visibility into a single solution.
| Steps | Process Details | Deliverable |
| Dashboard Development | Built a centralized dashboard displaying ticket title, assignee, issue type, creation date, estimated resolution time, ticket status, and SLA compliance. A dedicated History module maintains a complete, tamper-proof audit trail of every ticket action. | Result: Complete visibility into ticket status and improved accountability across support teams. |
| SLA Management | Developed configurable SLA policies with customizable response and resolution times. Separate SLA categories were introduced for managerial, technical, escalation, and customer response stages. | Result: Precise monitoring of ticket performance throughout every stage of the support lifecycle. |
| Resource Management | Created a resource management module that stores employee information, account status, working schedules, and configurable login/logout timings. | Result: Accurate workforce management supporting reliable SLA calculations. |
| Intelligent SLA Engine | Implemented business-hour-based SLA calculations that consider employee working schedules instead of calendar time. | Result: Fair and accurate SLA tracking aligned with actual support availability. |
| Activity Logging & Monitoring | Built comprehensive logging for webhook events, scheduled cron jobs, and system processes, including execution status for each event. | Result: Improved system monitoring, faster troubleshooting, and greater operational reliability. |
SLA performance is calculated using employee working hours instead of standard calendar time for greater accuracy.
A single interface provides complete visibility into ticket status, ownership, SLA compliance, and history.
Every ticket action is securely recorded, improving transparency, auditing, and accountability.
Configurable SLA policies allow organizations to define response and resolution targets based on different support scenarios.
Comprehensive webhook and scheduled task logging helps administrators quickly identify and resolve system issues.
Support teams quickly identify overdue and unattended tickets, reducing response delays.
A permanent activity history increases transparency across support operations.
Business-hour-based calculations provide fair and reliable SLA reporting.
Managers gain real-time insight into ticket progress and service bottlenecks.
Centralized dashboards and reporting improve efficiency across the entire support operation.
| Aspect | Before Solution | After Solution |
| Ticket Monitoring | Limited visibility | Centralized real-time dashboard |
| SLA Tracking | Calendar-based, inaccurate | Business-hour-based intelligent calculations |
| Ticket History | Limited auditing | Immutable activity history |
| Resource Management | Basic employee tracking | Configurable working schedules and resource management |
| Operational Monitoring | Minimal system visibility | Comprehensive webhook and cron job logging |
| Service Management | Fragmented monitoring | Centralized IT service management platform |
Autotask API
Custom Business Logic
Webhooks, Scheduled Cron Jobs
Dashboard, SLA Engine, Resource Management, Activity Logging
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At SynergyTop, we are more than just an IT company; we are your strategic partner for digital success. With a passionate team of experts, we craft innovative solutions that drive your business forward.
contact@synergytop.com
+1 619-349-4911
