Key capabilities

Ticketing and lifecycle

• Automatically create and update tickets from alerts, using pre-built or custom playbooks.

• Manually create tickets with required fields, attachments, and notes.

• Full ticket lifecycle with validated transitions: New, In Progress, Solved, and Closed.

• Track all changes in a unified activity timeline.

Views and productivity

• Switch between built-in views: Open, My, Unassigned, Closed, and Recent.

• Customize columns, sort, filter, and search tickets in real time.

• Jump to filtered ticket sets directly from dashboard widgets.

Automation and integrations

• Define Workflows in Workflow Builder: trigger on events, evaluate conditions, and execute actions.

• Link tickets to assets for full context during troubleshooting.

• See linked device details directly on a ticket, with a link through to the device in Acronis RMM.

• Access tickets programmatically through the public API.

AI assistance

• Chat with an AI assistant on any ticket for suggested resolution steps, covering both Acronis services and general issues such as networking or third-party services.

• Generate concise ticket summaries for faster handoffs.

• Get AI-powered root-cause analysis on every ticket.

Time tracking and reporting

• Track time automatically with the in-ticket timer.

• Add manual time entries, with a record of changes made from the ticket.