An item is new the first time SeatReaper flags it, and again if it comes back after it was gone. There are three ways to hear about new items. They work side by side.
In the portal (every plan)
The Queue tab shows how many open items were flagged since you last opened the queue, and each of them carries a New badge the next time you open it. The overview shows the same count. Opening the queue marks everything as seen, for you only; everyone on the team keeps their own.
By email (Starter and up)
Each person picks under Settings > Notifications:
- Right after each sync: one email as soon as the daily sync flags something new.
- Once a day (the default): one email a day listing everything flagged since the last one.
- Off: no email. New items still show in the queue.
Emails list the new items grouped by client, costliest first, and only for clients you can see. Every email has an unsubscribe link, which turns these emails off without touching the weekly digest.
As tickets (Starter and up)
An owner connects one ticketing system under Settings > Ticketing. After each sync, SeatReaper opens a ticket for what is new: by default one ticket per client, listing its new items with their cost and a link to the queue, or, if you prefer, one ticket per item. Connecting starts from that moment, so items flagged earlier never become tickets. Pausing works the same way: nothing flagged while tickets were paused is sent later.
SeatReaper only creates tickets and reads your company list. It never edits, closes or deletes anything in your PSA.
Autotask (and Datto RMM)
Datto RMM opens its tickets in Autotask through its Autotask integration, so connecting Autotask covers Datto RMM shops too.
- In Autotask, go to Admin > Account Settings & Users > Resources/Users and create an API User with a security level that can create tickets and read companies.
- Under API Tracking Identifier, choose Custom (Internal Integration) and copy the identifier.
- In SeatReaper, enter the API user's username and secret and the tracking identifier. SeatReaper finds your Autotask zone by itself. Leave the priority at 2 (Medium) unless your priorities differ, and enter a queue ID if your ticket category requires a queue.
ConnectWise PSA
- Create an API member (System > Members > API Members) with a role that can create service tickets and read companies, and generate its public and private keys.
- Get a free client ID at developer.connectwise.com.
- In SeatReaper, enter your site (for example na.myconnectwise.net), the company ID you sign in with, both keys and the client ID. A service board and priority are optional.
HaloPSA
- Under Configuration > Integrations > HaloPSA API > Applications, create an application using Client ID and Secret (Services), with permission to create tickets and read customers.
- In SeatReaper, enter your Halo address, the client ID and the secret. A tenant (shared hosted sign-in only), ticket type and priority are optional.
Email-to-ticket
For any PSA that turns emails into tickets (Autotask Incoming Email Processing, ConnectWise Email Connector, Syncro, Kaseya BMS, Freshdesk, Zendesk and others), enter the intake address. Each email names the client in the subject.
Webhook
For anything else, enter an https address. SeatReaper posts JSON with the client, the ticket title and body, and every item, signed like audit log streaming: the X-SeatReaper-Signature header is "v1=" plus the hex HMAC-SHA256 of the timestamp, a dot and the raw body, using the signing secret shown once when you save. If your system answers with JSON holding an id or ticket_id, SeatReaper records it as the ticket number.
Which company a ticket goes to
For Autotask, ConnectWise and Halo, each client is linked to one company in your PSA. Companies link automatically when the names match, ignoring capitals, punctuation and endings like Inc or LLC; pick the client for any company that did not match. A client with no linked company uses the fallback company if you choose one; otherwise its tickets are not opened, and the page lists those clients.
When a ticket fails
A ticket that could not be opened waits 30 minutes and is tried again on the next run, up to five tries. Recent tickets shows each ticket's number, or the reason it failed, and Retry failed tickets puts failed ones back in line. Send a test ticket opens one clearly marked test ticket so you can check everything before the next sync.
With ConnectWise PSA or Autotask connected here, an owner can also turn on the billing check, which compares what the PSA bills each client with what is in use.