Customer Story: LEAP Managed IT Streamlines Ticketing and Boosts Visibility with Blumira’s API

LEAP Managed IT

LEAP Managed IT is a leading managed services and IT consulting firm based in Indianapolis, Indiana, recognized as one of the Midwest’s largest providers. As the team continues to scale and onboard new clients, they rely on tools that reduce operational friction and increase visibility across platforms.

Emmitt Wallace, the Cloud and Automation Specialist at LEAP, focuses on streamlining internal processes through automation to improve efficiency and reduce manual effort across the organization. When Blumira released its public API, Wallace immediately saw its potential to enhance workflows and further support the team’s automation goals.

The Challenge: Managing Workflow Across ConnectWise, Nilear, and Blumira

LEAP uses a combination of ConnectWise PSA, Nilear, and Blumira as part of its tech stack to support efficient service delivery and security operations. Nilear acts as an enhancement layer to ConnectWise, streamlining workflows and helping technicians manage tickets more effectively across platforms.

When a finding is generated in Blumira, a corresponding ticket is automatically created in ConnectWise through Blumira’s ConnectWise PSA Integration. Technicians at LEAP typically manage tickets through Nilear, but this can lead to a discrepancy in ticket status between the two platforms.

“When we mark the ticket completed in Nilear, it doesn't always update in ConnectWise because Nilear focuses on real time ticketing,” Wallace said.

The Solution: Using the API to Bridge Gaps Between Platforms

To solve this, the LEAP team created a process using the Blumira API to pull alert details from Blumira and cross-reference them with ConnectWise and Nilear.

“We developed a way to detect when a finding is resolved in Blumira, and then close the corresponding ticket in ConnectWise,” Wallace said.

Although Blumira does not integrate directly with Nilear, the API enables LEAP to use Blumira more effectively alongside ConnectWise PSA with Nilear to increase visibility across platforms.

“We use the API to pull the alert name and client organization from Blumira and compare it with existing tickets in Nilear to ensure a resolved alert in Blumira is also updated in ConnectWise,” Wallace said.

Even if a ticket is marked “in progress" in Nilear, LEAP can confirm that resolutions are accurately reflected in both ConnectWise and Blumira. The team can identify discrepancies where an alert is resolved in Blumira but remains open in ConnectWise. To close this loop, LEAP created a reporting process that surfaces these mismatches for review.

“We've been excited to use the API to cut down on discrepancies,” Wallace said. “I developed a Microsoft Teams bot that highlights potential discrepancies and shares them with our technicians.”

Less Headaches, More Visibility

This new process has had a direct impact on operational efficiency. LEAP’s team keeps a close eye on ticket volume, working to keep the number of open tickets below a set threshold.

“As we grow and sell Blumira, it will result in a lot less headaches,” Wallace said. “If we have 50 Blumira tickets that are being worked on but not closed, we can simply look at the report pulled from the Blumira API to see that they’re resolved and mark them as completed on either side.”

Wallace emphasized the value of improved visibility across platforms and the reduction in time spent platform hopping. For the dispatch and help desk teams, it’s now much easier to quickly identify which tickets are ready to be closed.

“It just cuts down on one more thing that we have to log into. We can take a look at that report and say, ‘Hey, the Blumira ones are done,’ and mark those completed,” Wallace said.

Future Focus: Targeted Automation for High-Value Alerts

Looking ahead, the LEAP team sees even greater potential in the Blumira API as it continues to evolve.

“We’re excited about what’s possible as the API,” Wallace said. “The more functionality that’s added, the more we’ll be able to apply these efficiencies across all of our clients, not just a few. It opens the door to scaling our automation in a much more consistent and impactful way.”

Wallace shared that one of the team’s key priorities moving forward is automating the escalation of specific alerts. Rather than manually adjusting settings in ConnectWise for each alert, the team plans to use Blumira’s API to identify and prioritize specific alerts.

“Using the API, we’ll be able to automatically assign higher priority to alerts for suspicious inbox rule creation without having to change settings for everything,” Wallace said. “We can simply target the specific alerts we want to treat with greater urgency.”