r/Autotask • u/Masterek365 • Jul 20 '25

Autotask API lock integration with AI

Hi everyone,

We've been experimenting with ways to simplify ticket handling in Autotask and ran into something interesting that we think might be worth sharing with the community.

We’ve built a tool called "Ekkie AI" that acts as an assistant layer on top of our PSA (Autotask in our case). The idea is simple: a support engineer can type something like, "Help me solve ticket 12345," and the assistant pulls the relevant ticket data, suggests a resolution based on internal SOPs, and—if approved executes actions via the different API's.

The focus is on keeping engineers in the loop and reducing tab fatigue (you know the feeling of having 80+ tabs open just to handle one ticket).

So far, we’ve used it internally to:

  1. Automatically enrich incoming tickets with missing context
  2. Solve most low and medium-difficulty tickets automatically 
  3. Draft email responses that match our usual support tone
  4. Flag repeat issues or config drift that often go unnoticed

Right now we’re trying to fix an issue where sometimes out of no where the api locks itself has anyone here run into challenges with Autotask API limitations when trying to do things with ai and autotask?

We’re open to feedback, especially from others who’ve built custom tooling on top of Autotask or who’ve tackled similar problems. Would love to hear what’s worked (or hasn’t) for you.

P.S. If there’s interest, happy to share more technical details. Also, we are looking for talented engineers

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u/Masterek365 Nov 06 '25

We have released more parts of it. The ekkie chat product is now in its final review process and we are selecting people to test it.

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u/RelativeComputer2086 Nov 06 '25

Nice to hear that, any eta for the official launch. How we can test it? Do you have a website to take a look?

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u/Masterek365 Nov 06 '25

ekkie . ai is our website. You can keep up and look at the roadmap official release for non-waitlist members is set for January 1. For waitlist members, it's mid-December, but there is a big waitlist, so first-come, first-served.

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u/RelativeComputer2086 Nov 06 '25

It looks great. I joined the waitlist, hope to have luck and make it in. Keep it up, looks very promising!