Autotask is configured in MSP Settings → Integrations.
How to connect
Autotask uses API user credentials plus an API tracking identifier. Rallied.ai auto-detects your datacenter zone from the username.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.
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
zoneInformation, validates the credentials against /Companies/query, and resolves the API user’s resource ID so its own webhook events can be filtered out (loop prevention).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.
Configure the webhook in Autotask
Autotask doesn’t expose webhook registration via API for all entities, so Rallied.ai 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.
Incoming tickets (webhook)
When a new Ticket or TicketNote event fires, Autotask posts to Rallied.ai. The webhook handler:- Verifies the shared secret in the query string (
?secret=…). - Looks up the Autotask company on the ticket and matches it to a Rallied client via
clients.sources->'autotask'->>'id'(populated by the company import). - Skips events authored by Rallied’s own API user (loop prevention via
botResourceId). - Wakes the matched client’s agent with the ticket details — summary, priority, contact, and company — already loaded.
Sensitive tickets and identity verification
When the ticket is classified as sensitive — for example, a password or MFA reset — and you have a verification provider like Traceless connected, Rallied.ai dispatches an identity verification challenge to the requester before the agent starts work. The agent is paused until the verification resolves, and an internal note is posted on the ticket with the outcome so technicians always see whether the requester approved, denied, or let the request expire.Approval channel
When the agent proposes a plan that requires technician approval, it posts an internal note on the Autotask ticket describing the proposed actions and includes approve/deny links. Approval / denial is detected from replies on the same ticket, and only the assigned resource on the ticket is treated as a valid approver — replies from anyone else are forwarded to the agent as normal messages without affecting the approval.Voice Agent
If you’ve enabled the Voice Agent, Autotask is one of the supported PSAs for caller matching and ticket creation. The voice agent searches Autotask contacts as the caller speaks their name, creates a new ticket on the matched contact’s company, and posts the call transcript as the first ticket note.Tools
Tickets
| Tool | Default policy | Description |
|---|---|---|
autotask:autotask-list-tickets | Auto | Query tickets — pass an explicit filter array or use search, companyId, status shortcuts |
autotask:autotask-get-ticket | Auto | Get full details of a ticket by ID |
autotask:autotask-triage-ticket | Auto | Update classification/routing fields (priority, status, queue, assignee, ticket type) — no approval |
autotask:autotask-update-ticket | Approval needed | Update status, priority, assignment, queue, or resolution |
autotask:autotask-internal-note | Auto | Add an internal note (visible to techs only) |
autotask:autotask-public-note | Disabled | Add a customer-visible note. Disabled by default; enable per-policy if desired. Blocked in plan mode. |
autotask:autotask-list-notes | Auto | List notes on a ticket |
autotask:autotask-get-ticket-statuses | Auto | Get valid ticket status picklist values |
autotask:autotask-get-ticket-priorities | Auto | Get valid ticket priority picklist values |
autotask:autotask-list-queues | Auto | List available queues for ticket routing |
CRM
| Tool | Default policy | Description |
|---|---|---|
autotask:autotask-list-companies | Auto | List/search companies (accounts) |
autotask:autotask-get-company | Auto | Get a single company by ID |
autotask:autotask-list-contacts | Auto | List contacts, optionally filtered by company or email |
autotask:autotask-get-contact | Auto | Get a single contact by ID |
Resources
| Tool | Default policy | Description |
|---|---|---|
autotask:autotask-list-resources | Auto | List/search technicians and staff |
Configuration items (assets)
| Tool | Default policy | Description |
|---|---|---|
autotask:autotask-list-assets | Auto | List configuration items, optionally filtered by company |
autotask:autotask-get-asset | Auto | Get a single asset by ID |
Generic API fallback
| Tool | Default policy | Description |
|---|---|---|
autotask:autotask-api-get | Auto | GET any Autotask REST endpoint |
autotask:autotask-api-post | Approval needed | POST to any Autotask REST endpoint (create or query) |
autotask:autotask-api-patch | Approval needed | PATCH any Autotask REST endpoint (update) |