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Hello,

We are evaluating ways to enhance our IT support workflows and are particularly interested in leveraging customer support automation software alongside Jamf Pro. Our goal is to streamline tasks such as ticket creation, device status updates, and end-user communication without compromising service quality.

Has anyone successfully implemented such integrations within a Jamf-managed environment? What challenges did you encounter and what measurable benefits such as efficiency gains or improved user satisfaction did you observe?

Any recommendations for best practices or compatible tools would be greatly appreciated.

You should take a look at the Support App. https://github.com/root3nl/SupportApp

We’re beginning to integrate pieces of ServiceNow with JAMF and do some stuff in the background via the API.  We’re also using JAMF as a source of info to queue up ticket creation for device refresh depending on age and warranty - it’ll also poll the amount of INCs for the device in question to push up the refresh date.

We aren’t quite there with a lot of it, but it has been architected - just have to engineer it now.

We also are doing ServiceNow integrations, but mostly to isolate unit/department/college support functions from needing to have full Jamf Admin access.  Also through the API, although I thought it might be fun to write an iOS app...

We have an integration with Incident iQ. This allows our building support staff to perform basic functions without having to log into Jamf.

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