Question 1

What is Atlas Flow?

Accepted Answer

Atlas Flow is the ticketing, task and project module built into Atlas AVD. Tickets carry their requester, priority, status, team, assignee, custom fields and checklist, and link straight to the Atlas Reach devices, alerts, remote sessions and Atlas Vault documentation they are about. Time tracking, agreements and invoicing sit on the same tickets, so the work, the fix and the bill live in one place.

Question 2

Which plans include Atlas Flow?

Accepted Answer

Atlas Flow is included on the Atlas AVD plan, priced per licensed tenant with unlimited technician seats, so adding a technician never adds a license. It is not part of the free Community plan. The 30-day trial includes it, with no credit card and no setup or onboarding fees. The cross-customer ticket queue in Atlas Command comes with the optional MSP Capabilities upgrade.

Question 3

Is Atlas Flow generally available?

Accepted Answer

Atlas Flow is in preview. Every surface described on this page ships in the product today and is turned on for entitled tenants, and it carries a Preview label in the console while we keep refining it with customers.

Question 4

Can customers open tickets by email?

Accepted Answer

Yes. Connect a support mailbox in Exchange Online and every new email opens a ticket, a reply lands on the ticket it answers, and technicians' public replies go back to the requester by email. Atlas gets read-only access to that one mailbox only, never marks a message read, moves it or deletes it, and ignores automatic replies, bounces and newsletters.

Question 5

Can Atlas open tickets for problems it detects?

Accepted Answer

Yes. Automation rules open a ticket when an Atlas alert fires, an Atlas Reach device goes offline, a check fails, or provisioning or a deployment fails, add to the same ticket while the problem lasts, and resolve it when the problem clears. Rules can wait between tickets and stay quiet during a maintenance window.

Question 6

Does Atlas Flow track time and bill customers?

Accepted Answer

Yes. Technicians log time from a ticket, task or project, or run a timer, and time can be approved before it is billed. Agreements cover time and materials, monthly retainers, prepaid hours, managed services, fixed fees, included hours and overage billing. Approved billable time becomes invoices you can export as PDF or CSV or email to the customer. Accounting sync with QuickBooks Online and Xero is not connected yet.

Question 7

Does Atlas Flow work with ConnectWise?

Accepted Answer

Yes. If you already run ConnectWise Manage, Atlas syncs tickets with it both ways, so you can adopt Atlas Flow gradually or keep ConnectWise as the system of record. There is no Autotask, HaloPSA or ServiceNow connector.

Atlas Flow: Ticketing, Time & Billing for IT