Autotask Setup Guide

This guide walks you through connecting Autotask (Datto PSA) to SuperIT. The integration syncs companies, contacts, resources, tickets, ticket notes, time entries, and attachments so your team can work in SuperIT while staying aligned with Autotask.

A Note on Terminology

This documentation calls your client records companies, matching both the Autotask API and the SuperIT interface.

Autotask lets each instance pick its own word for them. Depending on how yours is configured, the same records may appear as Organizations (the default on newer instances), Accounts, Clients, Business Units, or Sites. The Client Portal always says Client.

You can check or change yours at Admin → Features & Settings → Your Organization → Local Terms & Symbols.

How Autotask Authentication Works

Autotask does not use OAuth. SuperIT authenticates with two values that you generate in Autotask:

• API user name — the login of a dedicated API-only user
• Secret — that user's password

Autotask also requires a tracking identifier on every request, which is how it knows the traffic belongs to SuperIT. You do not need to supply it — SuperIT sends its own. What you do need to do is tell Autotask that this API user belongs to SuperIT, covered in Step 2.

Step 1: Create a Security Level for SuperIT

Autotask ties API permissions to a security level, so create a dedicated one rather than reusing an existing level. This gives you a clear audit trail and lets you tune SuperIT's access without affecting anyone else.

1. In Autotask, go to Admin → Company Settings & Users → Resources/Users (HR) → Security → Security Levels
2. Find API User (system) (API-only) and copy it
3. Name the copy something recognisable, such as SuperIT API

Enable Webhook Creation

SuperIT registers its own webhooks through the Autotask API, so the security level needs permission to create them. This permission is disabled by default on every security level, including the built-in API-only level.

1. On the security level, select the Can create WebHooks check box
2. Set the maximum number of webhooks to at least 2

SuperIT registers exactly two webhooks — one for Ticket and one for TicketNote.

Resource Impersonation (Optional)

If you want notes and tickets that SuperIT creates to be attributed to a specific Autotask resource rather than to the API user, enable resource impersonation.

• In the Web Services API section of the security level, allow impersonation of resources
• This must be enabled on the security level of the resource being impersonated, not only on the API user's level
• You will supply that resource's ID to SuperIT in Step 4

Leave this alone if you are happy for SuperIT's activity to be attributed to the API user. That is the simpler and more traceable option.

Step 2: Create the SuperIT API User

1. Go to Admin → Company Settings & Users → Resources/Users (HR) → Resources/Users
2. Hover over New and select New API User
3. Complete the required fields:
   • First Name: SuperIT
   • Last Name: Integration
   • Email Address: a dedicated address for the integration, such as [email protected]
   • Security Level: the SuperIT API level you created in Step 1
4. Under Credentials, click Generate Key and Generate Secret
5. Copy the generated Username and Password somewhere safe

An API-only user cannot sign into the Autotask UI and cannot be assigned to tickets or tasks, so this account cannot be used interactively even if the credentials leak.

Set the API Tracking Identifier

Still on the API user record, find the API Tracking Identifier section. SuperIT is a listed Autotask integration vendor, so select it here.

1. Select Integration Vendor
2. Choose SuperIT from the Integration Vendor dropdown
3. Save the API user

There is nothing to copy from this screen. Selecting the vendor is what tells Autotask that this API user belongs to SuperIT, and SuperIT supplies the matching identifier on every request.

Step 3: Collect Your Two Values

Before moving to SuperIT, confirm you have:

You do not need a tracking identifier, zone name, API URL, or tenant ID.

Step 4: Add the Connection in SuperIT

1. Log into SuperIT as a manager team member
2. Navigate to Settings → Integrations
3. Click Autotask
4. Enter the connection details:
   • Connection name: a friendly name such as Autotask
   • API user name: the username from Step 2
   • Secret: the password from Step 2
   • Impersonation resource ID (optional): the Autotask resource ID that records SuperIT creates should be attributed to — leave blank to attribute them to the API user
   • Ticket polling: leave enabled, with the default lookback of 240 minutes

Polling is a safety net that runs alongside webhooks. Leaving it on means a missed or deactivated webhook does not turn into missing tickets.

Test the Connection

1. Click Test connection
2. The test confirms that SuperIT can:
   • Validate your API credentials
   • Reach the tickets API endpoint
   • Resolve your Autotask zone
3. Fix any errors before saving

Save the Connection

1. Click Save connection
2. SuperIT stores the credentials encrypted, resolves your zone, and attempts to register webhooks
3. You land on the connection's detail page with its configuration tabs

Step 5: Confirm Webhook Registration

Unlike other PSAs, you do not paste a webhook URL into Autotask — SuperIT registers the Ticket and TicketNote webhooks itself and re-checks them hourly.

Open the Webhooks tab on the connection to see the current state:

The tab also shows the delivery endpoint SuperIT registered. It is there for reference and support — you never need to enter it in Autotask.

Step 6: Sync Reference Data

Before you can set filters, SuperIT needs to read your Autotask picklists — the filter lists are built from them.

1. Open the Sync tab
2. Click Sync reference data
3. Confirm row counts appear for statuses, queues, priorities, ticket types, ticket categories, issue types, sub-issue types, and sources

This takes seconds. Re-run it whenever you add or rename a queue, priority, or category in Autotask.

Step 7: Choose What Syncs

Open the Filters tab to scope the integration to the work SuperIT should handle.

• Queues — restricts which tickets sync, and also sets which queues are visible in SuperIT
• Ticket categories — restricts which tickets sync
• Ticket types — restricts which tickets sync
• Sync history — how far back to import tickets on the first run
• Priorities (under Triage options) — restricts which priorities the AI is allowed to assign

Start narrow if you are piloting the integration. You can widen the filters later, and SuperIT will backfill on the next sync.

Step 8: Link Companies to Teams

Nothing syncs for a company until it is linked to a SuperIT managed team. This is what starts the contact and ticket import.

1. Navigate to Settings → Integrations → Add managed teams
2. Find the company and click Link Team
3. Choose Link to managed team to create a dedicated team for that client, or Link to this team to route it onto the team you are viewing

Detailed instructions: Companies and Teams

Step 9: Verify the Initial Sync

Linking a company starts its import — contacts first, then tickets going back as far as your Sync history setting allows.

1. Watch the Contact Sync and Ticket Sync columns on the Add managed teams page
2. Confirm your expected companies appear
3. Spot-check a few contacts against Autotask
4. Confirm recent tickets appear with the right status, priority, and queue
5. Review any sync errors

Step 10: Test End to End

Test Ticket Operations

1. Update a ticket in Autotask and confirm the change reaches SuperIT within seconds
2. Add a note in SuperIT and confirm it appears on the Autotask ticket
3. Check that internal notes stay internal and customer-visible notes are published

Test AI Integration

1. Start a SuperIT conversation about a synced Autotask ticket
2. Verify ticket context is available
3. Confirm ticket updates still respect your Autotask workflow rules

What to Expect

Sync Performance

• Reference data: seconds
• Initial company and contact sync: usually a few minutes
• Initial ticket sync: minutes to considerably longer in larger environments
• Ongoing updates: near real-time with webhooks, backed by polling

Data Handling

• Companies, contacts, and resources: synced from Autotask into SuperIT
• Tickets: imported and kept aligned using Autotask's lastActivityDate
• Notes and time entries: synced as ticket activity
• Attachments: downloaded up to a 25 MB per-file limit
• Statuses, priorities, and queues: read from your Autotask picklists, never hardcoded

Rate Limits

Autotask enforces a request budget per database, shared across every integration connected to it — not per integration. SuperIT throttles itself and backs off on rate-limit responses, but if you run several integrations against the same Autotask instance you may see everything slow down. Autotask adds progressive latency well before it starts rejecting requests.

Next Steps

1. Configure company-team links for routing
2. Set ticket filters and AI triage to scope what syncs
3. Review security settings for credential handling and rotation

Getting Help

Common Issues

• Connection test fails: recheck the API user name and secret, and confirm the API user's tracking identifier is set to the SuperIT integration vendor
• "Permission needed" on the Webhooks tab: Can create WebHooks is not enabled on the security level
• Missing tickets: check the queue, category, and type filters, and the sync history range
• Missing companies: SuperIT syncs active companies by default
• Slow syncs: another integration may be consuming the shared Autotask request budget

Support Resources

• Autotask troubleshooting guide
• Filters and AI triage documentation
• SuperIT support team for integration assistance

Connection successful? Continue with Company Management to configure routing, or review Filters and AI Triage to scope what syncs.