AtomicWork connector
Automate IT Service Management Workflows with AtomicWork Integrations
Connect AtomicWork to your entire tech stack to handle employee support, ticket routing, and IT operations without manual intervention.
What can you do with the AtomicWork connector?
AtomicWork is an AI-powered IT service management platform that centralizes employee requests, incident management, and IT workflows in one place. Integrating AtomicWork with your CRM, HRIS, monitoring tools, and communication platforms removes the silos that slow down IT teams and leave employees waiting for resolution. With tray.ai, you can build automations that move data between AtomicWork and the rest of your stack in real time, so your ITSM processes stay in sync with the tools your business already relies on.
Automate & integrate AtomicWork
Automating AtomicWork business process or integrating AtomicWork data is made easy with tray.ai
Use case
Automated Employee Onboarding Ticket Creation
When a new hire is added to your HRIS — Workday or BambooHR — automatically generate a structured onboarding request in AtomicWork with all relevant employee details already filled in. IT provisioning, access requests, and equipment setup tasks get started before the employee's first day, no manual data entry needed.
Use case
Bi-Directional Slack and AtomicWork Ticket Sync
Employees can raise, update, and track IT support tickets directly from Slack without ever opening the AtomicWork portal. When a ticket is updated or resolved in AtomicWork, the relevant Slack thread gets updated with status changes automatically.
Use case
Incident Escalation from Monitoring Tools
When monitoring platforms like PagerDuty, Datadog, or New Relic detect a critical alert, a high-priority incident gets created in AtomicWork automatically. The incident record is enriched with context from the alerting tool, assigned to the right team based on alert category, and stakeholders are notified in Microsoft Teams or Slack at the same time.
Use case
Employee Offboarding Access Revocation Workflow
When an employee departure is recorded in your HRIS, a coordinated offboarding workflow fires in AtomicWork — creating subtasks for revoking access across SaaS applications, recovering hardware, and archiving accounts. Each subtask gets assigned to the right IT owner with deadlines calculated from the termination date.
Use case
SLA Breach Alerting and Escalation
Monitor open AtomicWork tickets in real time and automatically escalate or notify the right managers when SLA thresholds are approaching or have been breached. Route escalations to different channels or team leads based on ticket priority, category, or assigned queue.
Use case
IT Asset Request and Procurement Sync
When an employee submits a hardware or software asset request in AtomicWork, a corresponding purchase request or approval workflow gets created automatically in your procurement system — Coupa, Zip, or Jira. Approval status syncs back to AtomicWork so employees can track progress without switching tools.
Use case
AI Agent-Powered Ticket Triage and Categorization
Use tray.ai's AI agent capabilities to analyze incoming AtomicWork tickets, classify them by type and urgency, suggest the right assignment group, and draft initial responses for agents to review. Your IT team spends less time on triage and more time on work that actually needs a human.
Build AtomicWork Agents
Give agents secure and governed access to AtomicWork through Agent Builder and Agent Gateway for MCP.
Data Source
Fetch Service Requests
An agent can retrieve open, pending, or resolved service requests from AtomicWork to understand current workload, prioritize issues, and give stakeholders accurate status updates.
Data Source
Look Up Incident Details
An agent can pull detailed information about specific incidents, including severity, affected users, and resolution history, to respond in context or escalate when needed.
Data Source
Query Knowledge Base Articles
An agent can search AtomicWork's knowledge base to find relevant articles and solutions, so it can offer self-service answers before passing the issue to a human agent.
Data Source
Retrieve Employee Request History
An agent can look up the full request history for a specific employee, which helps spot recurring issues or track outstanding tickets when someone needs personalized support.
Data Source
Monitor SLA Compliance
An agent can fetch SLA metrics and breach alerts from AtomicWork to notify teams early or kick off escalation workflows before deadlines slip.
Agent Tool
Create Service Request
An agent can open new service requests in AtomicWork on behalf of users or in response to events in other systems, cutting out the manual intake work entirely.
Agent Tool
Update Ticket Status
An agent can move tickets through workflow stages, marking them in-progress, resolved, or closed, based on actions in connected systems or user confirmations.
Agent Tool
Assign Tickets to Agents or Teams
An agent can route and reassign tickets to the right IT or HR team based on issue type, priority, or workload, so nothing sits in a queue waiting for someone to triage it.
Agent Tool
Add Comments or Notes to Tickets
An agent can write internal notes or customer-facing comments on AtomicWork tickets, keeping everyone up to date as work moves across integrated platforms.
Agent Tool
Trigger Approval Workflows
An agent can kick off approval processes in AtomicWork for requests like software access or hardware procurement, coordinating sign-offs across IT, HR, and management.
Channel
Respond to Employee Requests In-Platform
An agent can be deployed inside AtomicWork to handle employee IT and HR requests directly, answering questions, collecting intake details, and resolving common issues without human involvement.
Agent Tool
Automate Employee Onboarding Tasks
An agent can create and manage onboarding service requests and tasks in AtomicWork the moment a new hire appears in an HR system, so nothing gets missed in the setup process.
Get started with our AtomicWork connector today
If you would like to get started with the tray.ai AtomicWork connector today then speak to one of our team.
AtomicWork Challenges
What challenges are there when working with AtomicWork and how will using Tray.ai help?
Challenge
Keeping Employee Data in Sync Across HRIS and ITSM
IT teams frequently deal with outdated employee information in AtomicWork because HR systems and ITSM platforms run independently. New hires, role changes, and terminations often don't reach AtomicWork in time, which leads to incorrect ticket routing, stale asset records, and security gaps that nobody notices until something goes wrong.
How Tray.ai Can Help:
tray.ai has real-time event triggers on HRIS platforms like Workday, BambooHR, and Rippling, so employee lifecycle changes go directly to AtomicWork the moment they happen. Custom field mapping keeps department, location, and role data accurate without manual reconciliation.
Challenge
Fragmented Incident Response Across Monitoring and ITSM Tools
When a production incident fires, engineers have to manually create AtomicWork tickets from monitoring alert data — time they don't have. Alert context gets lost along the way and incident records end up incomplete or inconsistently formatted.
How Tray.ai Can Help:
tray.ai connects monitoring and alerting tools like Datadog, PagerDuty, and New Relic directly to AtomicWork, automatically creating incident records with full alert payload context. Conditional logic applies routing rules and priority levels consistently, without anyone having to make judgment calls under pressure.
Challenge
Lack of Visibility for Employees Without Portal Access
Most employees don't go back to the AtomicWork portal after submitting a ticket. When updates happen without notification, they follow up with IT directly — which creates more tickets and more work for agents who are already busy.
How Tray.ai Can Help:
tray.ai listens for webhook events from AtomicWork and immediately pushes status updates to Slack or Microsoft Teams in the exact thread where the original request was made. Employees stay informed in the tools they're already in, and IT agents field fewer follow-up messages.
Challenge
Manual Effort in Multi-Step Onboarding and Offboarding Processes
IT onboarding and offboarding involve dozens of interdependent tasks across identity providers, SaaS applications, asset management, and communication tools. Coordinating these manually through AtomicWork alone creates bottlenecks and makes it easy to miss steps — sometimes with real security consequences.
How Tray.ai Can Help:
tray.ai orchestrates multi-system workflows triggered by a single HRIS event, creating AtomicWork tickets with pre-structured subtasks while simultaneously initiating actions in Okta, Google Workspace, and other connected tools. Every step is logged and dependencies are enforced without manual coordination.
Challenge
Building Custom SLA Enforcement Outside Native ITSM Limits
AtomicWork's native SLA configuration doesn't always accommodate the granular rules enterprise IT teams need — differentiated SLAs by business unit, ticket category, or VIP requester status, for example. Teams end up manually watching queues to catch at-risk tickets before they breach.
How Tray.ai Can Help:
tray.ai lets you build custom SLA monitoring logic using scheduled workflows that query AtomicWork ticket data and apply whatever conditional rules you define. Escalation paths, notification recipients, and breach thresholds are all configurable outside AtomicWork's native settings, so teams aren't boxed in by platform limitations.
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Integrate AtomicWork With Your Stack
The Tray.ai connector library can help you integrate AtomicWork with the rest of your stack. See what Tray.ai can help you integrate AtomicWork with.
Start using our pre-built AtomicWork templates today
Start from scratch or use one of our pre-built AtomicWork templates to quickly solve your most common use cases.
Template
New Hire to AtomicWork Onboarding Ticket
Automatically creates a structured IT onboarding ticket in AtomicWork whenever a new employee record is created in Workday or BambooHR, including subtasks for access provisioning, hardware assignment, and software setup.
Steps:
- Trigger on new employee record created in Workday or BambooHR
- Map employee details including department, start date, and role to AtomicWork ticket fields
- Create parent onboarding ticket in AtomicWork with auto-generated subtasks per IT checklist
- Notify the IT team in Slack with a link to the new onboarding ticket
Connectors Used: AtomicWork, Workday REST, BambooHR, Slack
Template
PagerDuty Alert to AtomicWork Incident
Converts critical PagerDuty alerts into AtomicWork incidents in real time, enriches them with alert metadata, assigns them to the on-call team, and posts a notification to the incident Slack channel.
Steps:
- Trigger when a high-severity alert fires in PagerDuty
- Fetch alert details including affected service, severity, and triggered time
- Create a new incident in AtomicWork with enriched context and correct priority level
- Post incident details and AtomicWork ticket link to the designated Slack incident channel
Connectors Used: AtomicWork, PagerDuty, Slack
Template
AtomicWork Ticket Status Updates to Slack
Pushes real-time ticket status changes from AtomicWork to the relevant Slack thread, keeping employees informed of progress without requiring them to log in to the ITSM portal.
Steps:
- Trigger on ticket status change event in AtomicWork via webhook
- Look up the original Slack message or thread associated with the ticket
- Post a formatted status update message to the employee's Slack thread
- If resolved, send a satisfaction survey link via Slack message
Connectors Used: AtomicWork, Slack
Template
HRIS Offboarding to AtomicWork Access Revocation Workflow
Detects employee terminations in the HRIS and creates a comprehensive offboarding ticket in AtomicWork with all access revocation and equipment recovery subtasks pre-populated and assigned.
Steps:
- Trigger when an employee status changes to terminated in Workday
- Create an offboarding parent ticket in AtomicWork with deadline calculated from termination date
- Generate subtasks for Okta account suspension, SaaS access removal, and hardware recovery
- Notify the employee's manager and IT owner in Microsoft Teams with the offboarding checklist
Connectors Used: AtomicWork, Workday REST, Microsoft Teams, Okta
Template
AtomicWork SLA Breach Escalation to Manager
Monitors open AtomicWork tickets on a scheduled basis and sends escalation alerts to the appropriate manager in Slack or email when tickets are approaching or have exceeded their SLA deadline.
Steps:
- Run scheduled poll every 30 minutes to query open AtomicWork tickets nearing SLA breach
- Filter tickets by priority tier and calculate time remaining against SLA policy
- Send a Slack direct message to the ticket owner and their manager with breach warning details
- Log escalation event and update ticket priority level in AtomicWork automatically
Connectors Used: AtomicWork, Slack, Gmail
Template
AtomicWork Asset Request to Procurement Approval
Bridges AtomicWork hardware and software asset requests with your procurement system by automatically creating purchase requests and syncing approval status back to the originating ticket.
Steps:
- Trigger when an asset request ticket is submitted in AtomicWork
- Extract asset details, requester info, and cost data from the AtomicWork ticket
- Create a procurement approval task in Jira with required asset details and approver assigned
- Sync Jira approval status back to the AtomicWork ticket and notify the requester in Slack
Connectors Used: AtomicWork, Jira, Slack