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This guide walks you through connecting your Autotask PSA instance to MSPortal.ai using our streamlined setup wizard.

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Prerequisites

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

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Part 1: Configure Autotask PSA

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

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Create Security Role

1

Access Security Settings

  1. Navigate to Autotask
  2. Go to the Admin area
  3. Click Account Settings & Users
  4. Click Security Levels
2

Create MSPortal Security Role

  1. Copy the default API User (system) role
  2. Rename it to MSPortal
  3. 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.
3

Save the Role

Click Save & Close to finalize the security role settings.

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Create API User

1

Navigate to Users

  1. Go back to Account Settings & Users
  2. Select Resources/Users
  3. Click to add a new API user
2

Configure API User

Fill in the following details:
FieldValue
First NameMSPortal
Last NameIntegration
Security LevelMSPortal (the role you created)
Email AddressUse an internal alias for receiving integration logs
Primary Internal LocationSelect your headquarters
Integration VendorMSPortal.ai
3

Generate API Credentials

  1. Under Credentials, click Generate Key
  2. Click Generate Secret
  3. 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.
4

Associate Lines of Business

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

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Part 2: MSPortal Setup Wizard

MSPortal.ai provides a guided setup wizard that walks you through connecting and configuring your Autotask integration in 4 easy steps.

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Starting the Wizard

1

Navigate to Integrations

In MSPortal.ai, go to Settings > Integrations.
2

Start Setup

Find the Autotask PSA integration card and click Configure to launch the setup wizard.

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Step 1: Connect

Enter your Autotask API credentials to establish the connection.
1

Enter API Credentials

Fill in the following fields:
FieldDescription
API UsernameYour Autotask API user email (e.g., [email protected])
API SecretThe API secret generated for your API user
2

Test Connection

Click Test Connection to verify your credentials. You’ll see a green “Connected” status when successful.
If the connection fails, verify your API username and secret are correct and that the API user has the MSPortal security role assigned.
3

Proceed

Once connected, click Next to continue to sync configuration.

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Step 2: Sync

Configure what data to sync from Autotask and set up automatic contact import.
1

Configure Data Sync Options

Enable or disable the following sync options:
OptionDescription
Sync UsersSync user/contact data from Autotask
Sync CompaniesSync company/account data from Autotask
Enable Ticket SyncSync tickets from Autotask
Enable Opportunity SyncSync opportunities from Autotask
2

Configure Contact Auto-Import

If you want contacts to be automatically imported when companies are added:
  1. Enable Auto-Import to automatically create user accounts for active contacts
  2. Select a Default Role for Imported Contacts (e.g., Viewer)
We recommend choosing a role with minimal permissions (basic ticket creation only) if you plan to import all contacts.
3

Configure Ticket Sync Scope

Define which tickets to sync:
SettingDescription
Queues to SyncSelect which Autotask queues’ tickets to sync
CategoriesSelect ticket categories to include in sync
Exclude StatusesSelect ticket statuses to exclude from 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.
4

Proceed

Click Next to continue to ticket and opportunity configuration.

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Step 3: Configure

Set up ticket status mapping and opportunity defaults.

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Ticket Settings

1

Configure Status Settings

SettingDescription
Closed StatusesSelect statuses that indicate a ticket is closed
Client Comment StatusStatus to set when a client comments on a ticket
2

Configure Resolution Status Stepper

The Resolution Status Stepper provides a visual indicator of ticket progress. Map your Autotask statuses to each stage:
StageDescription
NewTickets that are newly created or not yet triaged
TriagedTickets that have been reviewed and categorized
WorkingTickets actively being worked on
WaitingTickets waiting for customer response or external input
ResolvedTickets that have been completed
You can map multiple Autotask statuses to each stage. The stepper will show the appropriate stage based on the ticket’s current status.
3

Sync Actions

Use these buttons to manage ticket sync:
ActionDescription
Quick SyncTrigger an immediate sync of ticket data
Clear & ResyncDelete all synced tickets and perform a fresh sync (useful after major configuration changes)

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Opportunity Settings

1

Configure Opportunity Defaults

Set default values for opportunities created from MSPortal:
SettingDescription
Fallback OwnerThe owner assigned to opportunities when the user doesn’t have an Autotask account
Default StageThe starting stage for new opportunities
Default CategoryDefault category for new opportunities
Projected Close DaysNumber 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.
2

Proceed

Click Next to continue to the import step.

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Step 4: Import (Optional)

Import users and companies from Autotask. This step is optional - you can skip it and import later from the respective settings pages.
Import resources (your MSP staff) from Autotask to create user accounts.
  1. Enable Import Users Now
  2. Select users from the list to create accounts for
  3. Choose a default role for imported users
Client contacts are not imported here. They can be managed via Company settings after companies are imported.

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Complete Setup

Click Complete Setup to finish the wizard. Your Autotask integration is now configured!
You can return to the setup wizard at any time by clicking Configure on the Autotask integration card. The wizard will resume with your current settings.

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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 (boards, statuses, types) from Autotask

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Webhook Management

MSPortal automatically provisions webhooks in Autotask to sync ticket and company changes instantly. If webhooks stop working:
  1. Navigate to Settings > Integrations
  2. Click the Provision Autotask Webhooks button to re-provision them

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Additional Configuration

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

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Configure Ticket Settings

Navigate to Settings > Tickets to:
  1. Set the Delivery Method to PSA
  2. Ensure Autotask is selected as your PSA provider
  3. Configure ticket categories and map them to Autotask ticket types
  4. 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.

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Configure Display Groups

Display groups control which ticket fields users can see based on their role.
  1. Navigate to Settings > Tickets
  2. Scroll to Display Groups and click Create Group
  3. 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.

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Configure Allowed Statuses

Set which ticket statuses users can select when updating tickets:
  1. Navigate to Settings > Tickets
  2. 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.

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Troubleshooting

IssueSolution
Connection test failsVerify your API username and secret are correct. Ensure the API user has the MSPortal security role.
Tickets not syncingCheck that the correct queues and categories are selected in Ticket Sync Scope.
Webhooks not workingClick “Provision Autotask Webhooks” to re-provision them. Ensure your API user can create webhooks.
Missing dataVerify the API user has appropriate permissions in the MSPortal security role.
Contacts not importingVerify Auto-Import is enabled and a default role is selected in the Sync step.