Atera
Helpdesk & ITSMConnect AI agents to Atera, the RMM and PSA platform for MSPs and IT teams. Agents open and route support tickets, manage customers and contacts, and surface device monitoring alerts for escalation.
What This Integration Enables
An MSP's Atera instance is the operational ledger of every client relationship: what broke, who reported it, who fixed it, and how long it took. The failure mode is not missing data, it is arrival rate: alerts and requests come in faster than humans can triage them, so triage quality decays exactly when load peaks. This connector puts FlowRunner agents on the intake side of that problem, where volume is highest and judgment is cheapest. Agents list and correlate monitoring alerts, open and route tickets with the correct customer and end user resolved, keep customer and contact records synced with the CRM, and walk the ticket queue for SLA reporting. - Correlate raw device alerts into single prioritized incidents - Convert email, form, and chat reports into tickets without transcription - Route and escalate by updating status, priority, and assigned technician - Provision new client companies and contacts during onboarding - Page through tickets on schedule for SLA and volume reporting
Without FlowRunner
With FlowRunner
Use Case Scenarios
The 2am alert that becomes one ticket, not forty
A client's hypervisor starts throwing alerts. List Alerts picks up the burst on the next sweep, and the agent groups them: same device, same customer, escalating severity. It opens a single ticket with Create Ticket, summarizing the alert sequence, and posts to the on-call channel in [Slack](/integrations/slack) with device, customer, and severity. The on-call engineer acknowledges, and Update Ticket records the assignment from List Agents. The client's morning email mentions one incident number, and the queue does not open with forty duplicate tickets.
Email to ticket with the requester already resolved
A request lands in the support mailbox via [Gmail](/integrations/gmail). The agent matches the sender against List Contacts, finds the end user under the right company, and calls Create Ticket with a title distilled from the email body. Unknown senders route to a human first, because guessing the customer on a ticket pollutes billing and reporting downstream. The confirmation email quoting the TicketID goes back to the requester, and the technician sees a properly attributed ticket instead of a forwarded email thread.
SLA reporting nobody assembles by hand
Every Monday, the agent pages List Tickets through the full queue, 50 per page until nextLink runs dry, and writes ticket volume, status distribution, and aging by customer to [Google Sheets](/integrations/google-sheets). Tickets past their response threshold get flagged with Get Ticket detail attached. The service delivery manager opens a current report instead of building one, and the accounts drifting toward SLA breach are named before the client names them.
Human-in-Loop Highlight
Update Ticket is the write that changes what a client is told and how fast their problem gets worked. Reassigning a technician mid-incident, dropping a priority, or moving a status toward resolved all propagate to SLA clocks and customer communication, and a wrongly closed ticket is a breach you discover in a quarterly business review, not a log file. So FlowRunner flows split the verb: agents update freely in the opening direction, raising priority, attaching context, assigning from List Agents, but any status change that winds down an incident stops for the owning technician. "Alert cleared on DC-EDGE-02, no recurrence in 60 minutes. Close ticket 48117?" The technician who owns the SLA answers, and only then does the agent write the status. Escalation is automatic; de-escalation is a decision.
Agent Capabilities
11 actionsTickets
4- List Tickets Retrieves tickets in Atera's paged envelope with totalItemCount, totalPages, and nextLink, up to 50 per page. The read behind queue sweeps and SLA reporting.
- Get Ticket Retrieves one ticket by numeric ID: title, status, priority, type, associated customer and end user, and timestamps.
- Create Ticket Opens a ticket with a title and the end user it is for, plus optional priority, type, status, and source. Returns the assigned TicketID that flows quote back to requesters.
- Update Ticket Changes only the fields provided: status, priority, type, or the assigned technician. The write FlowRunner gates when it moves a ticket toward closed.
Customers
3- List Customers Retrieves customer companies in the standard paged envelope, used for matching and sync jobs.
- Get Customer Retrieves one company by numeric ID with name, domain, address, and contact information.
- Create Customer Creates a company with just a name required, plus optional address, domain, and phone. The first write of every onboarding flow.
Contacts
2- List Contacts Retrieves end users across all customers, paged. The lookup that resolves an email sender to the right person and company.
- Create Contact Creates an end user under an existing customer, keyed by customer ID and email. Returns the EndUserID that tickets attach to.
Agents
1- List Agents Retrieves the account's technicians with the IDs used to assign tickets. The roster behind routing and escalation decisions.
Alerts
1- List Alerts Retrieves monitoring alerts across managed devices with severity, title, affected device, customer, and creation time. The raw feed that correlation flows turn into incidents.
Frequently Asked Questions
What can FlowRunner do with Atera?
FlowRunner agents can run List Tickets, Get Ticket, and Create Ticket in Atera, plus 8 more actions.
Does connecting Atera to FlowRunner require OAuth?
No. Atera connects to FlowRunner with an API key, no OAuth flow required.
Can Atera trigger a FlowRunner workflow automatically?
Atera doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.
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