Add quote lines to an existing PSA ticket instead of always creating a new one (Autotask, ConnectWise, HaloPSA)

The problem: when a quote is won and you click Create ticket, Salesbuildr always creates a new record in your PSA: a new Autotask ticket, a new ConnectWise service ticket, or a Halo sales order attached to the opportunity ticket. If the request originally came in as a support ticket, you end up with two tickets for the same job: the original with all history, notes and time entries, and a new one holding the charges. Reconciling them is manual work.

What is planned: at Create ticket you choose between Create new (the default, today's behaviour) and Use existing. The existing list shows open tickets of the same company, with ticket number, title, status, queue or board and last activity, searchable by number or title.

• Autotask: the selected product lines, shipping, the internal note and the quote link are added to the chosen ticket. Only tickets linked to the opportunity are offered.
• ConnectWise: the selected opportunity products are converted onto the chosen service ticket and the internal note is added. Only tickets linked to the opportunity are offered.
• HaloPSA: the sales order is attached to the chosen ticket instead of the opportunity ticket. Open tickets of the same client are offered, excluding opportunity and quotation ticket types.

In all three cases the existing ticket's title, description, status, queue, priority and contacts are never changed. Completed or closed tickets cannot be selected, and the destination cannot be changed after the ticket has been created. Autotask is verified first, then ConnectWise and HaloPSA.

Workaround today: create the new ticket and merge it into the original in your PSA, or (HaloPSA) convert the support ticket into an opportunity ticket before winning the quote.

The request "add items to existing ticket" (June 2026) was merged into this post. Earlier requests from IT Synergy, Belton and Unitec on the same topic live under "Convert approved quotes into Autotask tickets, projects and contracts".