What is it all about?
Guardz provides native integrations with several Professional Services Automation (PSA) platforms. These integrations allow issues and incidents detected in Guardz to be automatically opened as tickets (or cases) in the connected system. This ensures that alerts are tracked, assigned, and resolved using the same operational workflows your team already manages.
The Guardz-to-PSA mapping allows admins to control how issues sync into tickets, including strategies for creation/updating, severity-to-priority mapping, status alignment, ticket placement, and exclusions for specific issue types.
Additionally, Guardz can be configured to automatically resolve tickets in the ticketing system when issues are resolved, but this requires enabling the 'update' sync option.
Core Functionality
Automatic Ticket Creation
When Guardz identifies an issue — for example, a compromised account, phishing incident, or endpoint risk — the platform generates a corresponding ticket in the connected PSA/ITSM system.
Synchronization of Data
The ticket includes key details from Guardz, such as event type, severity, and description. This enables technicians to work on incidents without switching platforms.
Seamless Workflow Alignment
Because the tickets are created in your existing PSA/ITSM, you can use the same processes for assignment, escalation, and closure that you already follow for other operational issues.'One-way' Ticket Creation Integration
In terms of tickets creation, the integration is one-way, meaning Guardz issues sync into the ticketing systems, but tickets that are made in the ticketing system do not flow back.
Bi-directional Status Sync
Guardz supports bi-directional status synchronization for tickets created from Guardz issues across supported PSA platforms (currently- HaloPSA, Syncro, and SuperOps, Autotask and ConnectWise).
Supported Integrations
ConnectWise PSA
Autotask
SuperOps
ServiceNow
HaloPSA
Syncro
Enabling the Integrations: Step-by-Step
All action items required on both the Guardz side and the PSA platform side are detailed in separate articles, with each article dedicated to a specific platform.
As for sync time expectations: once the integration is properly setup, data is updated in near real-time, typically within a few minutes.
When configuring any PSA integration in Guardz, admins have several options to tailor how issues are synchronized into the connected PSA platform:
1. Exclusions
All PSA integrations include the ability to define Exclusions, which determine which Guardz issue types are not synchronized to the PSA system.
A drop-down list of available Guardz issue types is provided during setup.
Selected issue types are excluded from synchronization and will not generate PSA tickets.
2. Since When to Sync Issues
This setting defines the starting point for issue synchronization.
Synchronization can begin from the current time or from a predefined historical range, such as the past 7 days, 30 days, or another supported period.
This option is useful when enabling an integration for the first time or when adjusting synchronization behavior.
3. Priority Mapping
Priority Mapping controls how Guardz issue severity levels are mapped to priority or severity fields in the PSA platform.
Guardz severities can be associated with corresponding PSA priority values.
This ensures that issues are reflected in the PSA system with an appropriate level of urgency, consistent with existing ticketing and operational processes.
4. Bi-directional Status Sync
This feature includes two configuration elements:
A toggle to enable or disable bi-directional syncing
Status mapping for both issues and incidents (separately). Below is an example for the issues mapping:
Please note:
Status mapping is defined from Guardz to the PSA and serves as the source of truth. Once a Guardz status is mapped to a PSA status, this relationship is consistently enforced. When a ticket status is updated within the PSA, it will sync back to Guardz based on the predefined mapping.
Changes to the status of closed or ignored tickets in the PSA are not synchronized back to Guardz.
Since PSA platforms typically include a broader set of statuses than Guardz, admins can map only the relevant PSA statuses that correspond to existing Guardz statuses, ensuring a controlled and consistent synchronization flow.