Esper alerting has no native PSA integration: use custom API integration as workaround

Android

Title: Esper alerts have no native PSA integration — build a custom API connector

When Esper alerts fire and your team relies on a Professional Services Automation (PSA) platform such as ConnectWise, Autotask, or HaloPSA, no ticket is created automatically. Esper's alerting engine delivers notifications only through email addresses and Esper Console channel groups — there is no built-in PSA connector, HTTP callback, or out-of-the-box ticket routing.

Why this happens

Esper's native alerting system is intentionally lightweight and limited to two notification channels: email and internal channel groups. Bridging those alerts to a PSA ticketing workflow requires a middleware layer that you build and host, using the Esper REST API alongside your PSA vendor's ticket creation API.

What you need before you start

• Your Esper enterprise API key (available under Settings → API Key Management in the Esper Console)
• Your PSA platform's API documentation and a service account with ticket-creation permissions
• A middleware layer to receive, transform, and route alert data — for example, a serverless function (AWS Lambda, Google Cloud Functions), an iPaaS tool (Zapier, Make, Workato), or a custom script

Apply least-privilege principles to both API credentials. Grant only the permissions each system needs to read alerts and create tickets.

Steps

1. Locate your Esper API documentation and base URL. Navigate to Settings → API Key Management in the Esper Console. Your tenant API base URL follows the pattern https://<your-tenant>.esper.cloud/api. The full REST API reference is linked from that page. Identify the alert and event endpoints you intend to poll or consume.
2. Identify your PSA platform's ticket creation endpoint. Consult your PSA vendor's API documentation for the exact endpoint, required payload fields, and authentication method. For example, ConnectWise Manage exposes ticket creation at POST /v4_6_release/apis/3.0/service/tickets with required fields for board ID and status. Map each Esper alert field (device ID, alert type, severity, timestamp) to the corresponding PSA ticket fields.
3. Build the middleware integration. Deploy a component that performs these three tasks in sequence:
   • Receives or polls for Esper alert events using the Esper REST API
   • Transforms the Esper alert payload into the schema your PSA platform expects
   • Submits the transformed payload to your PSA ticket creation endpoint
   Choose the implementation that fits your infrastructure — a serverless function is suitable for low volume and minimal maintenance overhead; an iPaaS tool reduces custom code; a hosted script gives maximum flexibility.
4. Secure both API credentials. Store your Esper API key and PSA service account credentials in a secrets manager or environment variable store — never hard-code them in the integration script. Rotate credentials on a schedule consistent with your organisation's security policy.
5. Validate the flow in a staging environment. Use a non-production Esper tenant or a test device group to trigger sample alerts. Confirm the middleware receives the event, transforms the payload correctly, and that a ticket appears in your PSA platform's staging board with the expected board assignment, status, and populated fields before promoting to production.

Verify: Trigger a test alert from a device in the Esper Console under Devices & Groups → [Device Name] → Activity Feed. Within the time window defined by your middleware's polling interval (or immediately, if event-driven), a corresponding ticket should appear on the correct PSA board with the right status and all mapped fields populated. If the ticket appears as expected, the integration is functioning correctly.

If this doesn't resolve it

If your middleware is receiving Esper alert events but the payload structure is unexpected, capture a raw sample of the API response and compare it against the current Esper REST API reference for your tenant. If you cannot retrieve alert events at all, confirm your API key has the correct permissions under Settings → API Key Management and that your tenant URL is correct.

To get further help, contact Esper Support and include the following:

• Your Esper tenant name
• The specific Esper API endpoint you are calling and the HTTP response code received
• A sanitised (credentials removed) sample of the request and response payload
• The PSA platform and ticket creation endpoint you are targeting

Still need help?

If you're still having trouble setting up custom API integration for PSA alerting, please submit a support ticket and include your PSA platform details, API endpoint configuration, and any error messages you're encountering.