Autotask Company and Team Management

Connecting Autotask brings your companies into SuperIT, but nothing syncs for a company until you link it to a SuperIT managed team. This page covers linking companies, and importing your own engineers from Autotask.

How Routing Works

Each Autotask Company appears in SuperIT as a company record. Linking that company to a managed team is what tells SuperIT where its tickets belong.

Autotask Company  →  linked to  →  SuperIT Managed Team  →  tickets and contacts sync

Until a company is linked:

• Its contacts do not sync
• Its tickets do not sync
• It appears in SuperIT only as an unlinked company in the list

Linking is deliberate rather than automatic, so you can onboard clients onto SuperIT one at a time instead of importing your entire Autotask database on day one.

Step 1: Open the Companies List

1. Log into SuperIT as an admin
2. Navigate to Settings → Integrations
3. Open Add managed teams

The page header shows your active connection, the PSA type, and Last sync of teams with the date of the most recent company sync. Use the sync button beside it (Sync companies now) if you have just created a company in Autotask and want it to appear immediately.

What the Page Shows

At the top, three counts:

• Total Companies — active Autotask companies SuperIT knows about
• Added — companies already linked to a managed team
• Not added — companies available to link

Below that, filter tabs for All, Not added, and Added, plus a search box (Type to filter companies).

The table lists each company with:

Step 2: Link a Company to a Team

Find the company and click Link Team. You get two choices:

Link to managed team

Creates a new managed team named after the Autotask company, as a child of the team you are working in. Your existing admin, engineer, and system members are copied onto the new team automatically, so it is staffed from the moment it is created.

Use this for each client you onboard. It is the normal choice.

Link to this team

Links the company directly onto the team you are currently viewing, without creating a new one.

Use this when you want one team to handle several Autotask companies, or when the team already exists and is set up the way you want.

What Happens After Linking

SuperIT starts the initial sync for that company straight away — contacts first, then tickets going back as far as your Sync history setting allows (see Filters and AI Triage).

Watch the Contact Sync and Ticket Sync columns for progress.

Step 3: Manage Existing Links

Unlink a Company

Click the Unlink button on a linked row. The managed team and its history are kept — unlinking stops the sync rather than deleting anything.

If you link the same company again later, SuperIT reuses the same managed team it had before, so previous tickets, members, and settings come back intact. You do not get a duplicate team.

Onboarding a New Client

1. Create the company in Autotask
2. Click Sync companies now in SuperIT
3. Find the company under Not added
4. Click Link Team → Link to managed team
5. Confirm contacts and tickets arrive

Offboarding a Client

1. Unlink the company in SuperIT
2. Deactivate the company in Autotask if it is genuinely gone

Unlinking first means the team's history stays available for reference.

Step 4: Import Your Engineers

Autotask Resources — your own staff — sync separately from client contacts. Importing them lets SuperIT attribute work to real people and gives your engineers access to the right teams.

1. Open your Autotask connection
2. Go to the Staff tab

The table lists staff synced from the connection, with Name, Email, Entity Type, Active, and the number of Teams each person has a role on. Filter by Status (Active or Inactive) and Link (Linked or Unlinked), or search by name or email.

Add Staff as Users

• Click Add as User on a row to create a SuperIT user and membership for that person
• Select several rows and use Add as Users to do it in bulk

The button is disabled for anyone without an email address in Autotask — SuperIT needs an email to create the user. Fix the resource record in Autotask and re-sync if you hit this.

Assign Team Roles

Once someone is imported, Manage Roles becomes available. This is where you decide which managed teams they work on and in what role.

• Manage Roles on a single row opens the roles dialog for that person
• Assign Team Roles applies roles across everyone you have selected

The dialog lists every managed team linked to this connection. If it is empty, you have not linked any companies yet — go back to Step 2.

Troubleshooting

A Company Is Missing

1. Confirm the company is active in Autotask — inactive companies are not listed
2. Click Sync companies now
3. Check you are looking at the All or Not added tab, not Added

Tickets Are Not Arriving for a Linked Company

1. Confirm the link shows on the Added tab
2. Check your queue, category, and ticket type filters — a ticket outside every selected filter never syncs (see Filters and AI Triage)
3. Check the Sync history range covers the ticket's age
4. Review the Ticket Sync column for an error

Tickets Landed on the Wrong Team

The company is linked to the wrong managed team. Unlink it and link it again with the right option — Link to this team puts it on the team you are viewing, Link to managed team creates a dedicated one.

Next Steps

1. Set ticket filters and AI triage to scope what syncs
2. Review the troubleshooting guide if something is not arriving

Companies linked? Continue with Filters and AI Triage to control what syncs and how SuperIT triages tickets.