Convert escalated support tickets into development tasks

When a high-priority customer issue is logged in Answering Service Care, create a matching task in ActiveCollab for product engineers to investigate.

Try:

See all ActiveCollab + Answering Service Care integrations or talk to a human

Trusted by teams already building on Knit·

4.9/5 on G2·

Google for Startups Accelerator

How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

ActiveCollab Explore ActiveCollab →

Triggers

New task created

Fires when a new task or card is created in ActiveCollab.

Task completed

Fires when a task in ActiveCollab is marked complete.

Due date approaching

Fires when a task's due date in ActiveCollab is coming up.

Comment added

Fires when a comment is added to a task in ActiveCollab.

Actions

Create task

Creates a new task in ActiveCollab.

Update task

Updates a task's status or assignee in ActiveCollab.

Add comment

Posts a comment on a task in ActiveCollab.

Move task

Moves a task in ActiveCollab to a different board or list.

Answering Service Care Explore Answering Service Care →

Triggers

New ticket created

Fires when a new support ticket is created in Answering Service Care.

Ticket status changed

Fires when a ticket's status changes in Answering Service Care.

Ticket assigned

Fires when a ticket in Answering Service Care is assigned to an agent.

SLA breached

Fires when a ticket in Answering Service Care breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Answering Service Care.

Update ticket status

Updates a ticket's status in Answering Service Care.

Assign ticket

Assigns a ticket in Answering Service Care to an agent.

Add ticket comment

Posts an internal or public comment on a ticket in Answering Service Care.

Resolve customer tickets automatically when tasks complete When an engineer marks a bug fix task as complete in ActiveCollab, update the status of the related support ticket in Answering Service Care so support can notify the customer. See details

Flag SLA breaches on project management task boards If a critical ticket breaches its resolution SLA in Answering Service Care, post an urgent warning comment directly on the related task in ActiveCollab. See details

See all ActiveCollab + Answering Service Care integrations → · Browse the full workflow library →

Enterprise-grade security

Visit our Security Center Review the DPA

FAQ

Common questions

Can Knit build “Convert escalated support tickets into development tasks” between ActiveCollab and Answering Service Care?

Yes — describe it in the box above and Knit's Integrations Agent researches ActiveCollab and Answering Service Care's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

What's the most common Project Management + Ticketing automation?

Creating a task in ActiveCollab whenever a ticket in Answering Service Care is escalated or tagged as a bug, with a two-way status sync so support sees engineering progress without leaving Answering Service Care.

Can status updates flow back to the original ticket?

Yes — when the linked task in ActiveCollab changes status, the Agent can post that update back onto the original ticket in Answering Service Care automatically.