Although these integrations aren't required to collect satisfaction feedback from tickets, we still recommend setting them up so you can take full advantage of Autotask's ticket workflows and business rules.

In this article:


Authenticate with Autotask

For this helpdesk, there are two survey integrations available:

  • Update service ticket with an internal note

  • Update conversation custom attributes

Go to Manage surveys > Select the survey that you want to use > Edit > Publish tab.

On the Configure integrations section, click the Activate integration button and add your Autotask credentials. Then, click the Authenticate button to save the changes.

Note: To find your Autotask Zone, look at the number after "ww" when you log in to your Autotask account. For example, ww2.autotask.net belongs to Zone 2.

When authenticating the Autotask integrations, you need to use the API user credentials that you created for Simplesat, and make sure to set Simplesat as the Integration Vendor.

Troubleshooting tips:

  • Make sure to select the correct zone number that appears in your Autotask PSA URL.

  • Our servers are located in Ireland. If you're having an issue connecting, you may need to add that country to your firewall's filter.

  • You may also need to whitelist Simplesat's IP addresses. You can find them here.

  • If you still can't authenticate, please send a message to the Simplesat team, and we can troubleshoot together.


Collect additional Autotask information

This integration will stay active as long as you have Simplesat authenticated with Autotask.

Once active, Simplesat will retrieve the following information through the API:

Contact

Ticket

Primary Resource

First Name

Ticket Title

First Name

Last Name

Ticket Number

Last Name

ID

Assigned Resource ID (Primary Resource)

ID

Company Name

Email

Email

Note: All information gathered through the API will override the fields previously sent through URL parameters.

Update service ticket with an internal note

Simplesat can update the support ticket with an internal note after a customer submits feedback.

Here's an example of how a note will look in an Autotask support ticket:

The note is flagged as Internal, with the integrated user as the author.

The Ratings will be displayed as Good, Neutral, or Negative. The additional Comment row will only appear if a comment for the primary question was given.

To toggle this integration on/off, click the Activate Integration button.

Update custom fields in Autotask

Once enabled, your Autotask tickets will automatically be updated with the latest rating, sentiment, value, and comment.

Note: Currently, the Update conversation custom attribute integration only works for service tickets.

Revoking access

To completely revoke access and disable all integrations, click the Revoke Access button.

Need help?

Some of this may seem daunting if you're not an Autotask power user. We'd be happy to help walk you through the process, just let us know. 😃 

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