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.

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Custom ticket email
Live staff queue
REST & MCP
$10 / technician

app.optaniksupport.com/optanik Live Logged in as alex@harborops.io

Ticketing System

Workload, close speed, and the categories that keep coming back over the last 30 days.

Create ticket

Open1

Assigned to me1

Unassigned0

Opened · 30d35

Closed · 30d34

Average time to close6.3h

Tickets over time

Opened Closed

Queue mix

Status

New1

Closed34

Priority

Normal35

Closes the most

Super Admin6.3h average34 closed

Closes the fastest

Super Admin34 tickets closed6.3h avg

Recurring categories

Where tickets keep landing. High volume here is where a fix or playbook pays off.

General Support 30 opened in 30 days, 1 still open

35 1 34

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.

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.
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.
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.
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.

app.optaniksupport.com/optanik/tickets Live Logged in as alex@harborops.io

All tickets

35 matching tickets.

Create ticket

SearchTicket, subject, message, device WorkspaceAll workspaces StatusAll PriorityAll Apply filters

Ticket	Subject	Workspace	Requester	Status	Assigned	Updated
OPT-000044	PC BROKE	Optanik	Ada Mercer	New	Super Admin	18 min ago
OPT-000043	New ticket	Optanik	Ada Mercer	Closed	Super Admin	34 min ago
OPT-000042	Hard drive failed	Optanik	Ada Mercer	Closed	Super Admin	36 min ago
OPT-000040	Cloud PC	Optanik	Ada Mercer	Closed	Unassigned	39 min ago
OPT-000041	Who gets this?	Optanik	Ada Mercer	Closed	Unassigned	39 min ago
OPT-000036	VPN does not connect	Optanik	Ada Mercer	Closed	Unassigned	1h ago
OPT-000038	Laptop screen broke	Optanik	Ada Mercer	Closed	Unassigned	1h ago
OPT-000033	Email is not working	Optanik	Super Admin	Closed	Unassigned	4h ago

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.

app.optaniksupport.com/optanik/OPT-000044 Live Logged in as alex@harborops.io

OPT-000044 · Optanik

PC BROKE

New Normal

Ada Mercer18 min ago

My laptop will not boot past the logo. It was fine this morning.

Assigned to Super Admin17 min ago

Super Admin12 min ago

We are pulling the last Optanik check-in and will start a remote session.

Super AdminInternal note11 min ago

Disk was at 96% last night. Ask for a backup before we wipe.

ReplyInternal note

Write a reply…

Send reply

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

Route by category. Attach the endpoint the user is sitting at so the ticket lives next to the fleet record.

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. 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.

app.optaniksupport.com/optanik Live Logged in as alex@harborops.io

New request

Open a ticket

NameAda Mercer Emailada@harborops.io SubjectPC BROKE What happenedMy laptop will not boot past the logo. Submit ticket

Existing ticket

Look one up

Ticket numberOPT-000044 Emailada@harborops.io Find ticket

They get the thread and can reply without a staff login.

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.

cursor · Optanik MCP · Full access Night shift · 00:14

You00:14

Work the overnight queue. Resolve everything you can. Don't wait for me.

Optanik00:14

Four open tickets. Each one already has the person and the assigned endpoint.

OPT-000051 HQ-LAP-12 · Ada Mercer — Need Adobe Acrobat
OPT-000052 WAREHOUSE-PC-3 — Windows updates waiting, reboot after hours
OPT-000053 RECEPTION-01 — Can't print, firewall is blocking 9100
OPT-000054 FIN-DESK-8 · Priya Shah — Frozen. Reboot it.

list_ticketsget_ticket

Optanik00:16

Installing Adobe Acrobat on HQ-LAP-12. Replying on OPT-000051 and marking it resolved.

optanik_softwarereply_ticketupdate_ticket

Optanik00:19

Patching WAREHOUSE-PC-3 now. Scheduling the reboot for 2:00 AM so the night shift is not interrupted. OPT-000052 stays pending until that reboot lands.

optanik_patchesoptanik_update_statusreply_ticket

Optanik00:24

Opening TCP 9100 on the RECEPTION-01 firewall. Printer path is clear. OPT-000053 resolved.

optanik_networkingreply_ticketupdate_ticket

Optanik00:27

Rebooting FIN-DESK-8 now. It's back online. OPT-000054 resolved.

optanik_devicesreply_ticketupdate_ticket

Optanik00:31

Overnight run finished. Software, patches, a scheduled reboot, a firewall change, and a live reboot — all from MCP, written back on the tickets. The fleet kept moving while you slept.

While you slept

AI helpdesk · 4 tickets

Opened onAssigned endpoints

Resolved3 closed · 1 waiting on 2:00 AM reboot

ActionsSoftware · patches · firewall · reboot

Full-access MCP is the technician. Ticketing is the job ticket. Optanik is the fleet.

051 Acrobat installed on HQ-LAP-12 · resolved

052 Patched · reboot scheduled 2:00 AM

053 Firewall 9100 opened · resolved

054 Live reboot · back online

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

GET /api/tickets/12/workspace/OPT-000051
{
  "ticket_number": "OPT-000051",
  "subject": "Need Adobe Acrobat",
  "requester": {"id": 18, "name": "Ada Mercer", "email": "ada@harborops.io"},
  "assigned": {"id": 7, "name": "Jordan Lee"},
  "device": {"id": 42, "name": "HQ-LAP-12", "hostname": "HQ-LAP-12", "platform": "windows"}
}

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.