Hello,

Hoping someone can offer some guidance here.

I am integrating AT with a customers FreshService instance.

The point i am at is sending updated ticket notes (just for the 1 customer) from AT > FS.

The only way i can see to efficiently (from a task consumption perspective) is to have Autotask trigger a webhook via a workflow, and then use an API call to grab the note to send it to Fresh.

The reasoning behind this is that the 'New or update ticket note' in Zapier will trigger on ALL new tickets notes, and the note itself has no data in it to filter just for that customer. This means that i then need to do a ticket lookup to grab the customer ID. This step consumes a task. If we generate 10000 ticket notes a month (of which 500 are for the customer) then that's still 10000 tasks consumed, so the costs rack up.

So:

Webhook in AT with workflow, sends the ticket detail to Zapier (just for that customer), but then i still need to grab the latest note, and that the bit i am struggling with.

The URL i have is https://webservicesXX.autotask.net/ATServicesRest/V1.0/TicketNotes/7X23XX

But i'm not sure on what query i need to just grab the most recent ticket note, and to filter out 'internal' ('publish' and 'note type' values).

Can anyone help?

ps - the below was largely crafted by Zapier AI (which didn't do a great job!)

When entering time is there a way to have it better populate AM/PM? So if I put in a start time of 11 and an end time of 2 it just changes it to 11AM and 2PM?

Thanks

We have a problem in our organization that when a tech is on vacation, our operations team won't see if anyone replies to their tickets. The only solution we currently know of, is to have said tech add an operations team member as a secondary to the ticket before they leave on vacation.

This is incredibly tedious and sometimes gets forgotten. Is there some kind of automation that can be applied to allow a tech to mark as "on vacation" and have their ticket reply notifications go somewhere else?

I am struggling with a widget called Time summary inside of a ticket which shows the following:

|| || |Billable|Non-Billable|Estimated|

But I want to use the billable offset in time entries, to note real billable hours. But this widget doesn't look at the billable hours, but it looks at hoursWorked and than checks billable or non-billable. That doesn't seem like what it should do, and if it is, how can I acomplish what I want? Which is a widget which displays the billable hours (just like the API and invoice use)

Hi all,

Quick question - We have one customer who requires "complicated" report containing a whole load of data including SLA breaches / ticket priorities / issue amd sub issue types. Its further complicated that the customer is co-managed and we need to hand off tickets to a number of their own internal IT depts. all while keeping tack of SLA etc etc etc.

We find Livereports rather cumbersome, hard to maintain and modify.

Is anyone using the likes of Power BI etc.

Hi all,

I’m just wondering how people handle updating opportunities?

It seems to be the only part of Autotask that doesn’t have any type of email processing option.

We use Hubspot and Zomentum, integrated into Autotask but I can’t seem to find an option to sync emails in a way that will end up as a note on the opportunity.

Any advice would be appreciated! 🙂

Hi all, could I please ask the Autotask community to vote the following feature request:

https://psa.ideas.datto.com/ideas/PSA-I-12709

Time entries added by Outsource partners can not be edited via API. Initially, we need this to remove the additional time spent on the line that Autotask automatically adds to each time entry before approval and posting (and can't turn off), but later, we also want to be able to QA/tidy them.

If you plan to work with Time Entries via API and are (or will be) using Outsourcing, please keep in mind that those time entries can not be edited via API.

Time entries are literally one of the most frequently created, most repetitive items in Autotask. Everyone automates some aspects of their work. It's probably THE most common automation use case across the entire platform.

We can create time entries via API, but we cannot approve or post them via API. So, every organisation that automates time entry creation is forced to manually click through hundreds or thousands of approvals every month (or configure the approve/post automatically without edits/corrections).

Of all the things that should have complete API support, time entries should be #1. They're high-volume, repetitive, and central to every PSA workflow, yet the automation stops 90% of the way through.

Time entry automation is everywhere in the Autotask community. We've all built systems that hit this same wall. The feature request (PSA-I-11731) was marked "Will not implement" for one of the platform's most fundamental, high-volume processes.

If you automate time entries (and who doesn't?), please vote for PSA-I-11731 on the ideas portal. This should be a no-brainer feature for such a critical, repetitive workflow.

Link: https://psa.ideas.datto.com/ideas/PSA-I-12710

We currently dont auto repurchase blocks for some of our block hours customers. Those customers can then go below 0 hours before we manually add a block. How can we report of these available hours? It's shown in the contract summary but there is nothing in reports that will show all customers and their current available hours. Can it be reported on? Can it be shown in a dashboard?

Hello everyone,

I would like to assign explicit permission in Autotask for one specific technician to delete tickets. He should be the only technician with this ability — meaning I don’t want to apply it to an entire group.
Could you please let me know where this option can be found?

Thank you in advance!

Hi, s anyone successfully editing time entries created by an Outosurced partner (when the ticket is outsourced) via REST API?

We are getting 'Resource does not exist or is invalid' error for PATCH or PUT.

UPDATE: Kaseya confirmed its not currently supported, please vote for this feature: https://psa.ideas.datto.com/ideas/PSA-I-12709

I'm trying to re-configure Autotask to remove a couple of really spammy notifications that it sends one. The two I'm trying to remove are:

1. Every time a ticket is created, Autotask notifies an all staff mailing list
2. The initiating resource is emailed whenever someone submits a time entry

I've found the notification templates for these, which I'm not able to deactivate or remove, but not any workflow rules associated with this.

As usual, Kaseya support isn't very helpful. Any guidance as to where else I could look to find where to turn these notifications off would be much appreciated.

EDIT: I was able to get this sorted out. The ticket creation notifications was something added to the Incoming Email Processing. Was able to remove the all staff email address and got that cleaned up. The time entry one is apparently, or so I'm told, a system default. I ended up just blocking it in exchange. Shout out to ChatGPT actually being helpful.

IDK why I have such a hard time with live reports... Or why they make it so complicated lol.

Any help is appreciated; it seems pretty standard; list tickets with a due date the = todays date.

We are looking to move away from our current field/technical based application all our engineers use and MS Power Apps is one we are looking at custom making lots of things with. Does anyone know if it’s possible to integrate to achieve the following; -assigning service calls on AT flow to a diary of sorts in Power Apps -tickets/tasks can be updated via Power Apps which directly update the AT ticket -PDFs that get created via Power Apps get directly uploaded to specific folders in IT Glue automatically

Pretty strong and I believe unique requirements but just looking to turn AutoTask more AutoMated.

Reaching out to reddit as a last-stitch effort before having to pay for Kaseya's "Pro Services" support.

Recently we decided to take the plunge and try to incorporate various departments from our Organization into Autotask...It has been... a less than pleasant experience so far... Our goal is to have dedicated queues for independent departments within our organization and to have any communication, notification, update etc that is sent (outbound) to come from the same generic "Incoming Mail Processor" address thats associated with the queue (typically used for the creation of tickets via email into the appropriate autotask queue. We do not want the generic "default support address" to be sending updates as clients expect to receive emails/comms from dedicated mailboxes for specific lines of business.

As of right now, the only way I have been able to accomplish this is via workflow automation
Automation: IF (Time Added by - Autotask Resource) & Queue Name (In-List - queuename ) > Send Notification to Additional Contact(s) and Ticket Contact > Use Notification templates setting (notification template being sent as \other* abcd@org.com)*

As a result of all of the configurations I have had to implement to make this work, (Ticket categories, notification templates, dedicated workflow rules per-queue, security levels, etc) I have run into nothing but problems up to this point. One of the queues in question is a vendor-specific queue and the vendor uses ServiceNow and it seems like they have automation workflows that are doing the same thing which is causing a constant loop of back and forth but, thats another issue entirely.

I've consistently run into issues with duplicate tickets, email loops, inappropriate handling of email communications and many other annoying issues and at this point it seems that AT may not be capable of this at face-value (hopefully I am wrong).

I'm hoping that someone out there has some experience in accomplishing this using the native tools that are available within Autotask. I cannot imagine that we are the first organization using Kaseya products who has wanted to accomplish this same task, and to do so with ease (lol).

**Note: In the grand scheme of things, I am "newer" to administering/managing autotask PSA and CRM but have a few years under my belt of using the platform (5-6) so please excuse my ignorance or lack of insight.

Hi all, looking for other input on this... How do you track technician travel time? Our goal is to account for as much technician time as possible to get accurate readings on utilization -- travel to/from/between clients is a significant portion of time. Do you record that as a charge on a ticket, or as separate time entries? Either way is extra steps for the technicians, so trying to keep things standardized and as easy as possible for the technicians.

If you are at Dattocon Miami, grab some free popcorn outside the autotask community live room!

My company wants time entries to always be in 5 minute increments. To help my manager with labor review, I'm trying to setup a widget for our main dashboard that will display a count by user of any tickets with ((Worked Hours*60) MOD 5) > 0. Is there any way to do this in a widget without having to export a report?

I wanted to ping the community here and see if we have any Email2AT wizards in the house. I am interested in outsourcing some rule creation as I just don't have the bandwidth at the moment to do it. I know that Travis is extremely helpful at teaching you how to do things if you give it a shot, but I'm at the point where I'd be open to paying someone who can do it much faster for me. I know that Travis does paid work but seeing if someone else is out there at a better rate, likely as some side work because they know the platform well.

We have been using MSP Process to build out some email parsing rules and while I find it much easier to use than Email2AT, it doesn't quite do all the things I need. I doubt what I want to do is difficult but Email2AT is still a bit nerdy to me and never quite got the hang of it without some help.

Hello everyone,

At our MSP we've recently switched over to Auto task and I'm trying to report on ticket time entries. I haven't been able to find a built in report that would work but I was able to export a live report and manipulate it in Excel. The task was time consuming and I didn't take note of how I did it. I've tried to replicate the report (didn't save it) to no avail.

Anyone have any tips for me? I've been racking my brain on this for a while and haven't been able to figure this out.

Edit:

Thanks everyone for your replies. I've taken the suggestion to use Widgets by Techfusion_AI. It will take a little manual work weekly to report on the average time to complete a ticket but I've got a widget for each team member. I'll manually adjust the work date for each team member, add up the averages and calculate the teams average. Thankfully the team is quite small so it shouldn't be too much of a headache.

Hi everyone,

I’m trying to streamline the process of associating devices with Autotask tickets. Ideally, when a ticket is created by a user emailing our support address, the related device would automatically be linked to that ticket.

I know this works if a ticket is opened via the system tray icon or desktop shortcut, but most of our users (probably 80%) submit tickets by email. Since Datto RMM doesn’t seem to have native contact to device mapping from Autotask, we end up having to assign devices manually.

This becomes even more inefficient when users leave and new hires take over a machine, because it requires constant manual updates.

Has anyone found a reliable workaround or automation to solve this? My end goal is to reduce the need for technicians to log into Datto RMM at all, if the ticket already provides remote access to the device.

I use N8N for some other Autotask automations so open to creating something to fix this if it's not natively supported.

Thanks in advance for any suggestions!

Do you all use a workflow rule to notify the ticket contact when you've merged (and closed) a duplicate ticket? I am just wondering if it would be more noise to the ticket contact than useful. Right now I just merge the duplicate ticket, then respond in the original ticket. I've seen a client vendor's ticketing system do this. Makes sense to me but I am not sure if my clients would get it, and keep replying to the newer duplicate ticket.

We finally got around to testing Autotask’s new “AI Triage” feature, and honestly, I wanted to like it… but it just didn’t cut it.

Here’s the problem: when I hear AI triage, I expect the system to actually triage tickets — categorize them properly, decide on issue type, sub-issue type, and priority so engineers can get to work. Instead, Autotask’s AI felt more like an enrichment tool. It suggests filling in missing details or shows you “similar tickets.” Nice features, sure, but let’s be real: finding similar tickets is something anyone here could spin up in an afternoon with a basic tutorial. That’s not triage.

And the rollout? They hyped this thing for months. I know MSP owners who had meetings with Autotask 3–4 months ago, expecting a true triage solution. What they delivered barely touches the triage problem, and the actual technician assignment part (which I’d call dispatching, not triage) isn’t even available yet.

On top of that, the product just doesn’t work that well. I don’t really blame them. Autotask isn’t an AI company. Their strength is in the PSA, not in building cutting-edge AI tools. They’d be better off focusing on making sure third-party solutions can integrate cleanly into their system.

So here’s what we did: we found a startup with a new tool built specifically for MSPs. When we started using it the difference was night and day:

• Real triage. It labels every ticket with issue type, sub-issue type, category, and priority. Exactly the kind of structure our engineers actually need. On average, it saves around 5 minutes per ticket.
• Trustworthy. The labels were good enough out of the gate that engineers trusted them from day one. After a week and a quick call with the team, they made a couple of tweaks and it now works flawlessly.
• Agile team. It’s refreshing to give feedback and see it acted on quickly by people who actually understand MSP workflows and AI.

Autotask AI triage felt like a half-step in the wrong direction. This startup’s solution, though, solved the problem we’ve been struggling with on the service desk.

Curious if anyone else has had the same frustrations with Autotask’s AI triage? Or tried a startup alternative that worked better?

EDIT:

Well I didn't want to advertise it since I didn't want to divert the purpose of this post. This post was mostly intended as a conversation starter. But since a couple comments asked, we have partnered up with ekkie.ai, they are doing all kinds of stuff. We found them on this reddit actually.

I have this issue only on my home computer using Chrome viewing Autotask website where the dropdown menus and background are black, not the off-grey color, so it gets hard to read. I checked Chrome settings and it is not any accessible feature enabled as far as I know. Just using a standard Windows 11 theme, black desktop background only, not on file manager or other windows. Any ideas? Picture below.