Tickets from the fleet
Endpoints monitored in Optanik can open tickets from automations and notifications, including a drive that is out of space.
Optanik Support
Ticketing that lives with the fleet.
One queue for email requests, the customer portal, and Optanik Need Help. A custom ticket email can send notifications and take inbound requests. Inbound email needs a paid Unified IT endpoint or a $10 owner seat.
- Custom ticket email
- Live staff queue
- REST & MCP
- $10 / technician
On its own, or with the fleet
A queue by itself. Wired in, when you want it.
Ticketing runs without Optanik endpoints and without OptaMeet. The same email and password also open Optanik, Keyring, and OptaMeet. An account for one is an account for all four.
Serial on the first ticket
The first time someone opens a ticket, they enter the device serial. That links the endpoint to them.
Email stays on that device
After that link exists, a ticket they open by email attaches to that device on its own.
More than one device
Opening a ticket in the browser asks which device, and lists the ones linked to them.
Isolate from the ticket
When the device is assigned to the person on the ticket, isolate it on the Optanik Network from the ticket, then investigate. That cuts it off from other devices on the Optanik Network and from the Optanik domain controller. Its own network is not isolated.
Meet from the ticket
Create an OptaMeet meeting on the ticket. It is created in OptaMeet, and the meeting details go to the person through the ticket. Reschedule or cancel from the ticket.
The summary comes back
When the meeting was scheduled from the ticket, OptAi transcribes it after you hang up, writes the summary, and adds that summary to the ticket as an internal note.
How it works
From first email to a closed ticket.
Customers write you. The fleet can file it first. Staff work one queue with live counts, replies, and notifications.
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01
Stand up a workspace
Register here even if you do not have Optanik yet. We create your Support workspace and a Unified IT account you can sign in to later.
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02
Get a custom ticket email
Notifications can send from your address. Inbound requests at that inbox need a paid Unified IT endpoint or a $10 owner seat — an Optanik account alone is not enough.
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03
Tickets land and assign
Portal, email, Need Help, and automations share one queue. A default team can auto-assign, one technician or round-robin.
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04
Work it live
Counts, replies, and notifications update without a refresh. Customers get the email templates you design.
The queue
All tickets in one list.
Search, filter, and sort the same queue email, Need Help, and the portal land in. Open work stays bright. Closed and resolved rows go grey.
The ticket
Work the thread without a refresh.
Replies, internal notes, and status changes land on the same page. Customers stay on the public thread. Staff keep notes off it. When the meeting was scheduled from this ticket, OptAi transcribes it, writes the summary, and adds that summary here as an internal note.
Features
Everything the queue needs.
Built for shops that already watch devices — and for teams that want ticketing first.
Custom ticket email
Your own address for outbound notifications and inbound requests. Inbound email requires a paid Unified IT endpoint or a $10 owner seat. Customers email you; it becomes a ticket or a reply on the thread.
Customer portal
No account required. Open a ticket or look one up with the ticket number and email, then keep the conversation going.
Staff queue
All, mine, unassigned, open, pending, resolved, and closed. Live counts in the sidebar so you do not hunt for work.
Live replies
New responses and status changes appear on the ticket while you are looking at it. Notifications toast as they land.
Teams and round-robin
Set a default team and we assign incoming tickets. One member always gets them; several rotate. Clear the default to assign by hand.
Categories and devices
On the first ticket, the serial links the endpoint to the person. Email after that stays on that device. More than one device, and the browser lists them. If that device is assigned to them and they report something suspicious, isolate it on the Optanik Network from the ticket, then investigate.
Email templates
Opened, reply, changes, resolved, and closed — branded to the workspace, with the fields your customers actually need.
Need Help from Optanik
A user hitting Need Help, or an automation, files into the same ticketing system. The fleet does not wait on a side tool.
Internal notes and reports
Technician-only notes stay off the customer thread. The summary from a meeting scheduled on the ticket is one of those notes. Reports show volume, close speed, and the categories that keep coming back.
REST API and MCP
Full-access MCP is an AI helpdesk technician. It lists tickets, installs software, patches, reboots, schedules reboots, and changes firewalls on the assigned endpoint, then closes the ticket. The fleet can run while you sleep.
Webhooks for AI
ticket.created and ticket.replied POST to your HTTPS webhook. The AI already has the person and the endpoint. Full access does the work — it does not wait for morning.
The portal
Customers file it themselves.
No account required. They open a ticket or look one up with the ticket number and email. Same queue you already work.
The killer feature
Control every ticket from REST and MCP.
Tickets open on endpoints. Full-access MCP turns an AI into a helpdesk technician with the entire Optanik fleet in its hands — install software, patch, reboot, schedule the reboot, change the firewall — then reply and close the ticket. That is not a chatbot drafting notes. That is an AI that can run the fleet while you sleep.
REST API
Bearer keys on https://app.optanik.com. Ticketing UI: https://app.optaniksupport.com. Read-only keys GET. Full access can create, reply, assign, bulk-update, and drive the endpoint.
- GET /api/tickets/{id}/workspace
- POST /api/tickets/{id}/workspace
- PATCH …/workspace/OPT-000051
- POST …/messages · GET …/events
- POST /api/software/{id}/packages
- POST /api/devices/{id}/reboot
MCP access
Connect to https://app.optanik.com/mcp. Cursor, Claude, and ChatGPT use the tools against the workspace behind app.optaniksupport.com.
- list_tickets · get_ticket · reply_ticket
- update_ticket · bulk_update_tickets
- optanik_software · optanik_patches
- optanik_devices · reboot / scheduled reboot
- optanik_networking · firewall
- list_device_tickets · watch_ticket
What each ticket returns
So the AI never guesses which person or which endpoint. The ticket already has both.
- ticket_number, status, priority, subject
- requester.id, name, and email
- assigned technician id and name
- device.id, name, hostname, platform
- messages, events, and watchers
AI helpdesk technician
The ticket is the job. MCP is the technician.
A ticket names the requester and their assigned device. Full-access MCP does the work in Optanik — software, patches, reboots, scheduled reboots, firewall — then writes the result on the thread and closes it. You wake up to a quieter queue.
Tickets open on endpoints
Need Help, email, and the portal land on a device_id. The AI does not hunt for the laptop. It is already on OPT-000051.
Full fleet control
The same Full access key installs software, patches Windows, reboots now or at 2:00 AM, and changes firewall rules. That is the technician, not a draft.
Runs while you sleep
Webhooks start the overnight pass. The AI works the queue, replies on every ticket, and leaves a closed board for the morning.
Pricing
Simple seats. Inbound email is paid.
Technicians are $10 each per month. An Optanik account does not include inbound ticket email. To take inbound requests by email, the workspace needs a paid Unified IT subscription with at least one paid endpoint, or the owner must be a paid $10/month seat.
Optanik Support™
$10 / technician / month
- Staff queue, customer portal, live counts, and notifications
- Teams, categories, templates, and reports
- Need Help and automation tickets from the fleet
- Outbound ticket notifications from your address
- Inbound email requests with a paid Unified IT endpoint or a $10 owner seat
Inbound email
Owner free only with a paid endpoint
- Just having an Optanik account does not qualify
- Owner is free only with a paid Unified IT subscription and at least one paid endpoint
- Otherwise pay $10/month for the owner seat to use inbound email requests
- Extra technicians stay $10 per month
- Same login for Support and Optanik
Looks like Optanik because it is Optanik.
Same black chrome, same workspace theme and logos when a customer has set them. Sign in here, or start without an Optanik account — we create both. Customers use the workspace URL, like /your-workspace.