Configure Autotask PSA Integration

This guide walks you through connecting your Autotask PSA instance to MSPortal.ai using our streamlined setup wizard. MSPortal can also import Autotask native survey results into the CSAT Dashboard, custom dashboard widgets, report blocks and CSV exports. See Import Autotask native CSAT for dashboards and reports.

Prerequisites

Admin access to Autotask, or API credentials (username and secret)
Admin access to MSPortal.ai with integration management permissions

Part 1: Configure Autotask PSA

Before connecting to MSPortal.ai, you need to create an API user and security role in Autotask.

Create Security Role

Access Security Settings

Navigate to Autotask
Go to the Admin area
Click Account Settings & Users
Click Security Levels

Create MSPortal Security Role

Copy the default API User (system) role
Rename it to MSPortal
Scroll down to Other and enable:
- Can create webhooks: Yes
- Set webhook limit to 25

We recommend setting unused areas to “No permissions” or “Read only” to follow the principle of least privilege. However, this may cause synchronization issues if you later enable those features.

Save the Role

Click Save & Close to finalize the security role settings.

Create API User

Navigate to Users

Go back to Account Settings & Users
Select Resources/Users
Click to add a new API user

Configure API User

Fill in the following details:

Field	Value
First Name	MSPortal
Last Name	Integration
Security Level	MSPortal (the role you created)
Email Address	Use an internal alias for receiving integration logs
Primary Internal Location	Select your headquarters
Integration Vendor	MSPortal.ai

Generate API Credentials

Under Credentials, click Generate Key
Click Generate Secret
Important: Save the API username and secret immediately - the secret cannot be retrieved later

Make sure to copy and save your API credentials before closing this dialog. The secret cannot be viewed again after creation.

Associate Lines of Business

Associate the appropriate lines of business with the API user, then click Save & Close.

Project management permissions

Skip this section unless you will create or update Autotask projects from MSPortal. These settings go on the security level of the API user whose credentials are saved in MSPortal. A technician’s own security level does not give the integration any access.

Open the API user's security level

In Autotask, go to Admin > Resources/Users > Security Levels and edit the level assigned to the MSPortal API user.

Grant project access

Autotask treats project tasks separately from service tickets, so Service Desk ticket access alone is not enough. Set the access below. A custom security level may express some of these through module settings and Other options rather than one checkbox per item.

Project operation	Required API user access
Read the portfolio and project details	Projects > Project: View (All), including the intended companies and Lines of Business
Create projects, including from MSPortal templates	Project Add access
Update project status, dates and mapped project fields	Project Edit access across the intended projects
Read, create and update phases	Query, create and update access to Phases through the Projects module
Read, create and update project tasks	Query, create and update access to Tasks, including status, primary resource, priority, title, estimated hours, dates and mapped task fields. Do not restrict the API user to tasks assigned to itself.
Read project effort and time entry notes	Query access to TimeEntries for the intended project tasks and resources
Log time against project tasks	Create access to TimeEntries, the Projects Can enter time on setting for the intended tasks, and permission to enter time for the selected resource. Enable the billing field permissions if you set billable or non-billable time.
Populate company, contact and assignment choices	Read access to Companies, Contacts, Resources, Roles, Departments and the work types and billing codes your tasks and time entries use
Populate statuses, priorities, types and mapped fields	Read access to the project and task picklists and user-defined field definitions

Autotask can hide tasks by Line of Business even with View (All), so include every Line of Business the integration should see. Baseline project tasks stay read-only, and Autotask’s rules for completed tasks and submitted or posted time still apply.Do not grant blanket Delete access or an administrator account. These read, create and update operations do not need them.

Save and re-check

Save the security level. In MSPortal, go to Settings > Integrations > Autotask PSA > Configure > Permissions and click Re-check.

Test on a project

A green Projects result only confirms MSPortal can read projects. Create a test project, edit a task and log time on it to confirm write access. If applying a template partly succeeds, check the records it created before you retry.

In MSPortal, Autotask project task notes are time entry notes. Standalone project task notes and editable checklist items are not available for Autotask, and extra Autotask permissions will not turn them on. MSPortal-only projects and templates use MSPortal permissions only.

Part 2: MSPortal Setup Wizard

MSPortal.ai provides a guided setup wizard that walks you through connecting and configuring your Autotask integration in 5 easy steps.

Starting the Wizard

Navigate to Integrations

In MSPortal.ai, go to Settings > Integrations.

Start Setup

Find Autotask PSA and click Connect (or Configure if previously connected) to launch the setup wizard.

Step 1: Connect

Enter your Autotask API credentials to establish the connection.

Enter API Credentials

Fill in the following fields:

Field	Description
API Username	Your Autotask API user email (e.g., `api.user@yourdomain.com`)
API Secret	The API secret generated for your API user

Test Connection

Click Test Connection to verify your credentials. You’ll see a green “Connected” status when successful.For a new connection, a successful test also creates and saves the integration. There is no separate create button.

If the connection fails, verify your API username and secret are correct and that the API user has the MSPortal security role assigned.

Proceed

Once connected, click Next to continue to the permission check.

Step 2: Permissions

MSPortal checks what your Autotask API user is allowed to read, and shows the result for each area of data.

Autotask setup steps with Permissions selected — The setup wizard steps, with Permissions selected.

Review the results

The check runs automatically when you reach this step. Each area of data is listed as granted, not permitted or could not verify.Areas marked Required must be granted before you can continue: Companies, Contacts and staff, Tickets, and Queues and statuses. Without these the integration cannot function.Optional areas cover Configurations, Opportunities, Product catalog, Invoices, Contracts, Projects, Time entries, Service calls, Company notes, and Satisfaction feedback.

Grant anything missing

Any area that is not permitted shows the exact security level setting to change, for example Security Level -> Contracts -> Products & Services: View.Update the security level assigned to your API user in Admin > Resources/Users > Security Levels, then come back and click Re-check.

Could not verify usually means Autotask was slow or unavailable, not that a permission is missing. Click Re-check before you change the security level.

Continue

You can continue with optional areas ungranted. Those syncs stay switched off and their toggles are locked on the next step until you grant the permission and re-check.

If a permission is removed later, MSPortal switches off the affected sync and notifies your integration admins rather than retrying against an entity it can no longer read.

Step 3: Sync

Configure what data to sync from Autotask and set up automatic contact import.

Configure Data Sync Options

Enable or disable the following sync options:

Option	Description
Sync Users	Sync user/contact data from Autotask
Sync Companies	Sync company/account data from Autotask
Enable Ticket Sync	Sync tickets from Autotask
Enable Opportunity Sync	Sync opportunities from Autotask
Enable Project Sync	Sync projects from Autotask
Enable Invoice Sync	Sync invoices from Autotask
Sync product catalog	Import the product and service catalog for quoting and budgets
Enable configuration item sync	Sync configuration items into device staging for reporting and import
Enable change management	Import Autotask changes into the change calendar
Import satisfaction ratings	Import completed Autotask survey results. See Import Autotask native CSAT.
Warranty writeback	Write warranty expiration dates to Autotask configuration items. See Write warranty dates back to Autotask.

Configure Contact Auto-Import

If you want contacts to be automatically imported when companies are added:

Turn on Enable Auto-Import to automatically create user accounts for active contacts
Select a Default Role for Imported Contacts (e.g., Viewer)
Optionally, map specific Autotask contact types to other portal roles. Unmapped types use the default role.

We recommend choosing a role with minimal permissions (basic ticket creation only) if you plan to import all contacts.

Configure Company Auto-Import and Filters

Setting	Description
Auto-Import Company Types	Companies of the selected types are created in the portal automatically during sync. MSPortal asks you to confirm before it imports a new batch, because companies are a billed item.
Exclude Company Types	Select company types to exclude from sync

Configure Ticket Sync Scope

Define which tickets to sync:

Setting	Description
Sync recurring tickets	Include tickets generated from Autotask recurring ticket templates
Queues to Sync	Select which Autotask queues’ tickets to sync
Exclude Statuses	Select ticket statuses to exclude from sync
Categories	Select ticket categories to include in sync

When you proceed to the next step, data sync will begin in the background. This may take a few minutes depending on the amount of data in your Autotask account.Syncs are automatically deduplicated - if you navigate back and forth between steps, the same sync will not run multiple times within a 2-minute window.

Proceed

Click Next to continue to ticket and opportunity configuration.

Step 4: Configure

Set up ticket defaults, status mapping and opportunity defaults. These settings save automatically as you edit them. Wait for the saved indicator before you leave the step.

Ticket Settings

Configure Default Settings

Setting	Description
Fallback Resource	Assigned when creating tickets without a specific resource. Cannot be an API-only user.
Default Note Type	Default note type for ticket comments
Account Note Action Types to Sync	Only company notes with these Autotask action types are imported and shown on the company Notes tab. Leave empty to sync none.
Closed Statuses	Select statuses that indicate a ticket is closed

Review Ticket Defaults

Ticket Defaults sets the PSA values used for new tickets created in the portal. These are the same defaults as Settings > Tickets, and editing them requires the Ticket Settings permission.

Configure Resolution Status Stepper

The Resolution Status Stepper provides a visual indicator of ticket progress. Click each stage, then map your Autotask statuses to it:

Stage	Description
New	Tickets that are newly created or not yet triaged
Triaged	Tickets that have been reviewed and prioritized
Working	Tickets actively being worked on
Waiting	Tickets waiting for customer response or approval
Resolved	Tickets that are completed or closed

You can map multiple Autotask statuses to each stage. The stepper will show the appropriate stage based on the ticket’s current status. MSPortal warns you if a stage is still empty when you click Next.

Sync Actions

Use these buttons to manage ticket sync:

Action	Description
Quick Sync	Trigger an immediate sync of ticket data
Clear & Resync	Delete this integration’s synced tickets in MSPortal and perform a fresh sync (useful after major configuration changes). Tickets in Autotask are not affected.

See Clear and Resync Integrations before you use Clear & Resync.

Opportunity Settings

Configure Opportunity Defaults

Set default values for opportunities created from MSPortal:

Setting	Description
Fallback Owner	The owner assigned to opportunities when the user doesn’t have an Autotask account. Cannot be an API-only user.
Default Category	Default category for new opportunities (optional)
Default Stage	The starting stage for new opportunities (required by Autotask)
Default Status	The starting status for new opportunities (required by Autotask)
Projected Close Date (Days from Start)	Number of days from start date for projected close

Opportunity sync can be enabled or disabled in the Sync step. These settings only apply when opportunity sync is enabled.

Configure Planner Auto-Import (Optional)

Turn on Auto-import opportunities into the Planner to create a planner item for each new Autotask opportunity. Use Minimum opportunity value and Opportunity types to auto-import to limit which ones come through. See Importing PSA Opportunities.

Configure Invoice Display Settings

If invoice sync is on, use Hide Invoice Statuses to hide closed, voided or other statuses from the Invoices page. All invoices still sync.

Proceed

Click Next to continue to the import step.

Step 5: Import (Optional)

Import users and companies from Autotask. This step is optional - you can skip it and import later from the respective settings pages. The step is organized into Users, Companies, and Configuration Items tabs.

Users
Companies
Configuration Items

Import resources (your MSP staff) from Autotask to create user accounts.

Select users from the list to create accounts for
Choose a role for imported users

Client contacts are not imported here. They can be managed via Company settings after companies are imported.

Complete Setup

Click Complete Setup to finish the wizard. MSPortal applies any pending company and user selections, then finishes setup. Imports and syncs keep running in the background.

You can return to the setup wizard at any time by clicking Configure on the Autotask integration. The wizard will resume with your current settings. Use Save & Exit to save your progress and leave the wizard part way through.

Managing Your Integration

After setup, you can manage your integration from Settings > Integrations:

Configure: Re-open the setup wizard to modify settings
Resync: Trigger a manual sync of data
Sync PSA Data: Refresh configuration data (priorities, queues, statuses, types) from Autotask
Import Configurations: Open the configuration item import page

To remove the integration, open the wizard and click Delete Integration. This deletes the integration and its settings in MSPortal. Revoke the API user’s credentials in Autotask separately.

Webhook Management

MSPortal provisions the Autotask webhooks for ticket changes, so no manual webhook setup is required in Autotask. A weekly check re-creates any webhook that has gone missing. If webhooks stop working, verify that your API user’s security role still allows creating webhooks, then contact MSPortal support.

Write warranty dates back to Autotask

Turn on Warranty writeback

Open Settings > Integrations > Autotask PSA > Configure > Sync and turn on Warranty writeback. It does not need Enable configuration item sync. Devices are matched by RMM device UID, then by serial number in the mapped company.

Save the setting

Click Next, or Save & Exit, to save the setting.

See Warranty writeback to Autotask for the permissions, matching rules and troubleshooting.

Import Autotask native CSAT for dashboards and reports

This imports survey results already collected by Autotask’s built-in surveys. You do not need Simplesat or a new MSPortal survey. The import is off by default.

Grant survey rating rights

In Autotask, open Admin > Resources/Users > Security Levels and edit the level assigned to the API user. Under Other > Surveys, enable Can view Organization Survey Ratings and Contact Survey Ratings and Can view Resource Survey Ratings.

Re-check permissions

In MSPortal, open Settings > Integrations > Autotask PSA > Configure > Permissions, click Re-check and confirm Satisfaction feedback is granted.

Turn on the import

Open Sync and turn on Import satisfaction ratings. There is no rating scale to choose, because Autotask survey questions rate 1 to 5. Each completed survey’s overall rating is rounded to a whole number on that scale.

Save

Click Next, or Save & Exit, to save the setting. Saving starts the first import, and later imports run hourly.

Check company links

Make sure the surveyed companies are linked to portal companies and their tickets have synced. A result whose company is not linked will not appear in company-scoped CSAT results until a later sync can resolve it. Technician attribution uses the assigned resource on the synced ticket.

Grant read access

Give intended readers Surveys > Read > CSAT in their role. Building dashboards and reports also needs the matching permissions.

Only completed surveys are imported. Surveys that were sent but not answered, and surveys completed without answering any rated question, are not counted. Autotask does not provide free-text survey answers to integrations, so imported responses carry ratings only.

Present the imported results

Where	How
CSAT Dashboard	Open Surveys > CSAT Dashboard to read scores and trends, or export responses. Autotask results are grouped under Autotask PSA satisfaction. See Read and export support satisfaction feedback.
Custom dashboards	Add CSAT Overview, CSAT Trend, CSAT by Company or Recent CSAT Feedback from the widget library, then save the dashboard. See Create and edit a dashboard.
Reports	Use the same CSAT blocks in the report builder, select the company and reporting period, and save. See Reporting.

These CSAT views can include other connected feedback sources alongside Autotask. Check the company selection, dates and survey filter before you read a total as Autotask-only.

If Autotask CSAT is missing

Connecting Autotask does not turn on the import by itself. Check that Import satisfaction ratings is saved, Satisfaction feedback is granted, the companies are linked, the tickets have synced and the reader has the CSAT permission. If the Import satisfaction ratings toggle does not appear at all, contact MSPortal support.

Additional Configuration

After completing the wizard, you may want to configure additional settings:

Configure Ticket Settings

Navigate to Settings > Tickets to:

Set the Delivery Method to PSA
Ensure Autotask is selected as your PSA provider
Configure ticket categories and map them to Autotask ticket types
Set Ticket Defaults for tickets created from compliance tasks or automation

Ticket defaults are also used as the starting point for new ticket templates, making template creation faster.

Configure Display Groups

Display groups control which ticket fields users can see based on their role.

Navigate to Settings > Tickets
Scroll to Display Groups and click Create Group
Configure:
- Name for the display group
- Select Autotask as the PSA provider
- Assign roles that should use this display group
- Select which fields are visible

Only grant access to information users need for their role. Follow the principle of least privilege.

Configure Allowed Statuses

Set which ticket statuses users can select when updating tickets:

Navigate to Settings > Tickets
Configure status permissions for each display group

We recommend preventing users from closing tickets directly. Instead, use a “Ready for Review” status to ensure tickets are reviewed before closure.

Troubleshooting

Issue	Solution
Connection test fails	Verify your API username and secret are correct. Ensure the API user has the MSPortal security role.
Tickets not syncing	Check that the correct queues and categories are selected in Ticket Sync Scope and that ticket statuses aren’t excluded.
Webhooks not working	Ensure your API user’s security role can create webhooks, then contact MSPortal support.
Missing data	Verify the API user has appropriate permissions in the MSPortal security role.
Contacts not importing	Verify Enable Auto-Import is on and a default role is selected in the Sync step.
Projects load, but a status or task edit fails	Check the API user’s Projects Edit access, task restrictions and Line of Business scope.
Creating a project or applying a template fails	Check create access to Projects, Phases and Tasks, and the resource and work type choices. Check partial results before retrying.
Logging project time fails	Check TimeEntries create access, Can enter time on, the resource mapping, billing field permissions and Autotask’s completed task and timesheet rules.
Survey results are missing from CSAT views	Check the saved Import satisfaction ratings toggle, the security level’s survey rating rights, company links, synced tickets and the reader’s CSAT permission.

Getting Started

Service Delivery

Overview & Planning

MSP Tools

Administration

Connect your tools

Prerequisites

Part 1: Configure Autotask PSA

Create Security Role

Create API User

Project management permissions

Part 2: MSPortal Setup Wizard

Starting the Wizard

Step 1: Connect

Step 2: Permissions

Step 3: Sync

Step 4: Configure

Ticket Settings

Opportunity Settings

Step 5: Import (Optional)

Complete Setup

Managing Your Integration

Webhook Management

Write warranty dates back to Autotask

Import Autotask native CSAT for dashboards and reports

Present the imported results

If Autotask CSAT is missing

Additional Configuration

Configure Ticket Settings

Configure Display Groups

Configure Allowed Statuses

Troubleshooting

​Prerequisites

​Part 1: Configure Autotask PSA

​Create Security Role

​Create API User

​Project management permissions

​Part 2: MSPortal Setup Wizard

​Starting the Wizard

​Step 1: Connect

​Step 2: Permissions

​Step 3: Sync

​Step 4: Configure

​Ticket Settings

​Opportunity Settings

​Step 5: Import (Optional)

​Complete Setup

​Managing Your Integration

​Webhook Management

​Write warranty dates back to Autotask

​Import Autotask native CSAT for dashboards and reports

​Present the imported results

​If Autotask CSAT is missing

​Additional Configuration

​Configure Ticket Settings

​Configure Display Groups

​Configure Allowed Statuses

​Troubleshooting

Prerequisites

Part 1: Configure Autotask PSA

Create Security Role

Create API User

Project management permissions

Part 2: MSPortal Setup Wizard

Starting the Wizard

Step 1: Connect

Step 2: Permissions

Step 3: Sync

Step 4: Configure

Ticket Settings

Opportunity Settings

Step 5: Import (Optional)

Complete Setup

Managing Your Integration

Webhook Management

Write warranty dates back to Autotask

Import Autotask native CSAT for dashboards and reports

Present the imported results

If Autotask CSAT is missing

Additional Configuration

Configure Ticket Settings

Configure Display Groups

Configure Allowed Statuses

Troubleshooting