Autotask integrations
Jos Barteling avatar
Written by Jos Barteling
Updated over a week ago

Adding a survey to Autotask

Simplesat allows you to create surveys that you can embed Autotask email templates.


Authenticating with Autotask

Before activating an integration you'll first need to authenticate with Autotask.

To do this, you'll first need to create an API user in Autotask:

  1. In Autotask, navigate to the menu bar by hovering over the menu button at the top left of the page. Then, hover over Admin and select Account Settings & Users tab.

  2. Expand the Resources/Users(HR) section and select Resources/Users.

  3. Hover over the New button and select New API User.

  4. In the user creation window fill in the first name/last name/email address and set security level to API User (system).

  5. Scroll down and generate a username and password.

  6. Select Simplesat as the integration vendor.

Be sure to keep the username and password as they're need later.

Then press the save & close button.

Click authenticate and fill in the username and password which you've just created.

At region fill in the URL from this table which matches your region.

More information about this can be found on Autotask's website here.

Once you've filled everything in click authenticate.

You're now authenticated with Autotask! 🎉


Contact sync

Simplesat can automatically sync contacts over from Autotask to Simplesat.

The first time this integration gets activated it will sync over all contacts. Afterwards it will check every 24 hours for updates and sync those over separately.

The contacts synced to Simplesat will have the following data synced over as well:

Object

Field

Value

Account

Account active Status

True/False

Account

Account Type

String

Account

Classification

String

Contact

Contact Active Status

True/False

Contact

Primary Contact

True/False

Contact

Survey Opt Out Status

True/False

Here's an example of how this will look in Simplesat:

Scroll down to contact sync and click activate integration.


Pull ticket details

Each time your customer provides a rating, Simplesat will associate the following information with the response.

Object

Data collected

Ticket

ID, Subject, Priority, Category, Number

Requester (Customer)

ID, Name, Email, Company

Responder (Assignee)

ID, Name, Email

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

Here's an example of how this will look in Simplesat:

Scroll down to pull ticket details and click activate integration.


Add feedback to ticket as an internal note

Simplesat can sync feedback to the related ticket as an internal note.

Here's an example of how this will look in Autotask:

Next, scroll down to add feedback to ticket as an internal note and click activate integration.


Display feedback in ticket custom fields

Simplesat can display feedback in the custom fields of a ticket.

Here's an example of how this will look in Autotask:

To set this up, you'll first need to set up your custom fields in Autotask.

Open Autotask and go to admin > features & settings > application-wide (shared) features > user-defined fields

Make sure you change the tab to tickets and then create 3 new fields.

Name: Simplesat rating

Field type: text (single line)

Name: Simplesat sentiment

Field type: text (single line)

Name: Simplesat comment

Field type: text (multi line)

Next, scroll down to display feedback in ticket custom fields and click activate integration.


Add feedback to a contact's custom fields

Simplesat can display feedback in the custom fields of a ticket.

Here's an example of how this will look in Autotask:

To set this up, you'll first need to set up your custom fields in Autotask.

Open Autotask and go to admin > features & settings > application-wide (shared) features > user-defined fields

Make sure you change the tab to contacts and then create 3 new fields.

Name: Latest Simplesat sentiment

Field type: text (single line)

Name: Latest Simplesat CSAT rating

Field type: text (single line)

Name: Latest Simplesat NPS rating

Field type: text (single line)

Name: Latest Simplesat CES rating

Field type: text (single line)

Name: Latest Simplesat 5-star rating

Field type: text (single line)

Next, scroll down to add feedback to a contact's custom fields and click activate integration.

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