IT Glue Integration Guide

Ticket2Doc converts resolved Syncro PSA tickets into structured, sanitized HTML documents and posts them directly into your IT Glue account.

Step 1: Generate IT Glue API Key

1. Log into your IT Glue account as an Administrator (https://app.itglue.com or https://app.eu.itglue.com).
2. Navigate to Account ➔ Settings ➔ API Keys.
3. Under Custom API Keys, enter a name (e.g. Ticket2Doc Integration).
4. Click Generate API Key and copy the resulting key.

Step 2: Configure IT Glue Credentials in Ticket2Doc

1. Log into the Ticket2Doc Portal.
2. Go to Settings ➔ Documentation Provider and select IT Glue.
3. Enter your IT Glue Base URL:
   • For US Region: https://api.itglue.com
   • For EU Region: https://api.eu.itglue.com
   • For AU Region: https://api.au.itglue.com
4. Paste your IT Glue API Key.
5. Click Save & Test Connection.

Document Creation & Organization Matching

Ticket2Doc creates documents directly in IT Glue via the JSON:API REST specification:

• Automatic Organization Matching: Ticket2Doc matches the Syncro ticket’s client name to your IT Glue Organizations and creates the document under the matching organization.
• Smart SOP Upserting: If an SOP document for the same ticket already exists in IT Glue, Ticket2Doc automatically updates the document instead of creating duplicates.
• Rich HTML Formatting: Ticket2Doc automatically converts Markdown into clean, rich HTML styled specifically for IT Glue’s document editor.