Cheaper maybe, but not better. LabTech may eventually rival Kaseya, but it's missing quite a few features that Kaseya has.
And yes, it's the age old "We both have APIs, you support me" thing. This is actually more on Connectwise's side than Kaseya's in my opinion -- they do the same thing with Sonicwall GMS (which Connectwise originally wrote for Sonicwall).
For just ticket transfer, have you tried Kaseya's "Ext. Ticket" with Connectwise's agent portal page? It's still manual, but saves choosing the machine and company.
But back to the original question -- what goals do you have for the synchronization? I might be able to help out.
Would you care to be a bit more specific about those missing features? It always seems that you find out about these things after it's too late. Hoping to benefit from some of this educational scar tissue .
I would _like_ to have emailed and syslog (which we use a third party tool for) alerts come into Kaseya to be vetted automatically or manually, and generate proper tickets in ConnectWise.
It's time Kaseya accepted that CW does what it does (which is a LOT more than ticket management, and ticketing is integral to CW) better than K is likely to do for a long time, and CW users are not going to switch. Ticket integration is just another lost promise.
But I don't see how to do automatic CW ticket creation from email. That integration is basically broken. (Definition: works but is useless ==> broken.)
When you say vetted automatically, how do you mean? What criteria do you use to evaluate whether you should create a ticket or not?
The reason I ask is because if you're going the manual route, you're not that far off from just creating a ticket in Connectwise for everything and cancelling the ones you don't care about. But obviously, that's not where you want to be. I'm lazy and it's better to have it automated.
This is the part we need to drill into, I think, to solve your issues. I agree that Connectwise's e-mail parser sucks, but depending on what you're using it for you can get some mileage out of it. It's not near where I want it to be, but it is fairly robust. What information are you trying to get over to CW from Kaseya that's not coming over with the e-mail connector?
Can you tell me a little more about your help desk process? It sounds like you start by reviewing the alerts in Kaseya itself and going from there?
The reason I ask is because I'm having trouble wrapping my head around it. (Again, I don't use Kaseya's ticketing system). The way I do it is that every alert that's raised in Kaseya either creates a ticket in Connectwise (using the e-mail connector) or triggers a script that evaluates the issue, attempts to fix it, and creates a ticket if that fails or if it's happened more than once in the last X days. So it sounds like I may be missing something in your procedure.