Autotask is configured in MSP Settings → Integrations.
How to connect
Autotask uses API user credentials plus an API tracking identifier. Rallied auto-detects your datacenter zone from the username.1
Create an API user in Autotask
In Autotask, go to Admin → Resources/Users → API Users → New. Create an API user, generate a Secret, and assign an API Tracking Identifier (a 26-character code). Note the username, secret, and tracking identifier. The secret is only shown once.
2
Open MSP Integrations
In Rallied, go to MSP Settings → Integrations.
3
Connect Autotask
Find the Autotask card and click Connect. A credentials form appears.
4
Enter your credentials
Fill in:
- Username — the API user (e.g.
apiuser@yourmsp.com) - Secret — the API user’s secret
- API Tracking Identifier — the 26-character tracking code
5
Select company types to import
After saving, the Select company types to import step opens. Pick which Autotask company types (e.g. Customer, Lead) should be imported as Rallied clients. New clients are provisioned with an agent automatically.
6
Configure the webhook in Autotask
Autotask doesn’t expose webhook registration via API for all entities, so Rallied generates the webhook URL and shared secret on the integration detail page. Copy them into Autotask under Admin → Extensions & Integrations → Outbound Integrations for the Ticket and TicketNote entities. The card shows Connected once Autotask sends its readiness GET ping.
What happens when a ticket comes in
When a new ticket or note lands in Autotask, the agent picks it up right away, matches it to the right client, and starts working. There’s nothing for your dispatchers to do. If you’ve set up workflows that match the incoming ticket, the agent follows your instructions for that scenario.Sensitive tickets and identity verification
If a ticket is classified as sensitive (a password or MFA reset, for example) and you have a verification provider like Traceless connected, Rallied sends the requester an identity verification challenge before the agent starts work. The agent pauses until the verification resolves, then posts an internal note on the ticket with the outcome, so technicians always see whether the requester approved, denied, or let the request expire.Approving an action without leaving Autotask
When the agent’s plan needs a technician’s sign-off, it posts an internal note on the ticket describing what it wants to do, with approve and deny links right in the note. Your team approves or denies from Autotask. Only the ticket’s assigned resource can approve. Replies from anyone else are treated as normal messages and don’t affect the approval.Voice agent
If you’ve enabled the voice agent, Autotask is one of the supported PSAs. Callers get matched against your Autotask contacts as they speak their name, a ticket is created on the matched contact’s company, and the call transcript lands on the ticket as the first note.What the agent can do in Autotask
Runs automatically- Read tickets, notes, statuses, priorities, and queues.
- Look up companies, contacts, technicians, and configuration items (assets).
- Add internal notes visible only to your team.
- Adjust classification and routing fields (priority, status, queue, assignee, ticket type).
- Update a ticket’s status, priority, assignment, queue, or resolution.
- Post a customer-visible reply (disabled by default; enable it per client when you’re ready).