3-Minute Quickstart Guide

Get up and running with Ticket2Doc in three simple steps.

Step 1: Connect Hudu or IT Glue Knowledge Base (60 seconds)

1. Log into your Hudu or IT Glue instance as an Administrator.
2. Go to Admin ➔ API Keys and click New API Key.
3. Name it Ticket2Doc Integration and copy the API key.
4. Open the Ticket2Doc Portal and navigate to Settings ➔ Integrations.
5. Enter your Hudu or IT Glue Base URL and API Key, then click Save & Test Connection.

👉 Detailed guides: Hudu Integration Guide | IT Glue Integration Guide

Step 2: Configure Your PSA Webhook (90 seconds)

Ticket2Doc processes one PSA per tenant: pick whichever you use in Settings.

Syncro PSA:

1. In Syncro PSA, go to Admin ➔ API Tokens and create a custom token with Customers - List/Search, Customers - View Detail, Tickets - List/Search, Tickets - View Details, Tickets - Edit, and Ticket Comments - New permissions.
2. Go to More ➔ Admin ➔ Ticket Custom Fields and add a new checkbox field called Create SOP Draft.
3. Go to Admin ➔ Notification Center ➔ New Notification Rule.
4. Set event trigger to Ticket - was resolved and action to Webhook.
5. Copy your webhook endpoint from the Ticket2Doc Portal and save the rule.

👉 Detailed guide: Syncro Webhook Setup

Halo PSA:

1. In Halo, go to Configuration ➔ Integrations ➔ Halo PSA API and create an application using Client ID and Secret (Services) authentication, granted only read:tickets and edit:tickets.
2. Create a Create Ticket2Doc SOP ticket action under Configuration ➔ Tickets ➔ Actions, and make it available on your ticket types and workflows.
3. Go to Configuration ➔ Integrations ➔ Webhooks, create a new webhook, and paste your Ticket2Doc webhook URL as the Payload URL (no extra query string or JSON body needed).
4. Add a New Event for Action Added / action added by agent / Create Ticket2Doc SOP, then save.

👉 Detailed guide: Halo PSA Webhook Setup

ConnectWise PSA:

1. In ConnectWise Manage, go to System ➔ Members ➔ API Members and create a member with an API key pair (Public Key and Private Key), granted permission to Service Tickets.
2. Go to System ➔ Setup Tables ➔ Custom Fields, select Service Ticket, and add a checkbox field named Create SOP Draft.
3. Go to your Ticket2Doc Portal Settings, select ConnectWise PSA, and save your Company ID, Public Key, and Private Key, Ticket2Doc registers the webhook Callback automatically.

👉 Detailed guide: ConnectWise PSA Webhook Setup

Step 3: Generate Your First SOP (30 seconds)

Syncro or ConnectWise: Open a ticket with detailed resolution notes and check the Create SOP Draft checkbox (then set the ticket to Resolved in Syncro, or just save the ticket in ConnectWise).

Halo: Open a resolved ticket with detailed technician notes, click Actions, and choose Create Ticket2Doc SOP.

Either way, check your Hudu or IT Glue Knowledge Base: your formatted, sanitized SOP article will appear automatically under the matching customer!

Next Steps

• Learn how sensitive data is automatically protected: Security & Credential Sanitization
• Need help? Contact support at [email protected].