Ticketing & ITSM

Autotask

Drive Autotask PSA tickets, companies, and assets from natural-language requests.

Dex connects to Autotask PSA over the REST API using an API User (username, secret, and integration code) and lets admins and employees run PSA operations in natural language — creating and updating tickets, adding notes, resolving tickets, and looking up companies, contacts, contracts, and configuration items. Dex auto-detects your Autotask API zone, so there is no base URL to configure.

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What Dex does with Autotask

Dex handles both admin workflows and employee self-service — all policy-guardrailed and audit-logged.

For admins (CoAdmin)

Create and update tickets in the Tickets entity — set title, description, company, queue, status, priority, and assigned resource
Add ticket notes (public or internal) via the TicketNotes entity
Resolve or close tickets by updating status
Search tickets by company, status, priority, queue, and assigned resource
Look up companies, contacts, resources, contracts, and configuration items (assets)
Browse ticket categories, statuses, priorities, and queues to route work correctly
Page through large result sets using the Autotask REST query API

For employees (self-service)

Open an Autotask ticket for anything Dex can't resolve directly
List your own open tickets and see each one's status, priority, and assigned resource
Check the status of a specific ticket number
Add a note to one of your tickets so the assigned resource sees the latest context
Mark your ticket resolved once the issue is confirmed fixed

Just ask Dex

Your team types a request in plain language. Dex investigates, plans, and executes — with the right guardrails.

Admin prompts

>Open an Autotask Service Request for Acme Corp — "VPN drops every afternoon", priority High, assign to the Network queue
>List every open Autotask ticket for company "Globex" that isn't in a completed status
>Add an internal note to ticket T20260612.0042: "Escalated to L3, replacing config item CI-880 under the managed service contract"
>Resolve ticket T20260610.0011 and add a note summarising the fix for the customer
>Show me the active contracts for "Initech" and their end dates

Employee prompts

>Open an Autotask ticket — my laptop won't connect to the VPN since this morning
>What's the status of my ticket T20260612.0042?
>Add a note to my open ticket: "Tried rebooting twice, same error"
>Please resolve my email ticket — it's working again since the fix

Policy actions

Every action Dex can take on Autotask is declared, scoped, and guardrailed. Admins control which apply, who approves them, and whether they're limited to self-service.

Action	What it does	Guardrails
`autotask_create_ticket`	Create a new Autotask ticket on behalf of the end user	self-only
`autotask_add_note`	Add a note (public or internal) to an existing ticket	self-only
`autotask_resolve_ticket`	Resolve or close an Autotask ticket	self-only
`autotask_list_tickets`	List and search the user's Autotask tickets (by company, status, priority)	self-only

How to configure Autotask

Onboarding takes minutes. Dex validates your credentials before saving them.

Setup steps

1
Sign in to Autotask as an admin and go to Admin → Account Settings & Users → Resources/Users (HR).
2
Create a new resource and set its Security Level to "API User (system)".
3
Generate the Username and Secret (Generate Key / Generate Secret) — the secret is shown once.
4
Under "API Tracking Identifier", select an integration vendor or create a custom one to get your Integration Code (sent on every request as the ApiIntegrationCode header).
5
In Dex, enable the Autotask integration and paste the Username, Secret, and Integration Code. Dex auto-detects your API zone via the zoneInformation endpoint and validates with a live read call.

Vendor documentation ↗

Credentials required

autotask_username: Username of the Autotask API User (system)
autotask_secret: Secret generated for the Autotask API User (shown once)
autotask_integration_code: API Tracking Identifier / Integration Code, sent as the ApiIntegrationCode header

Requirements

•Autotask admin rights to create an "API User (system)" under Resources/Users
•The API user's security level must grant access to the entities Dex uses (Tickets, TicketNotes, Companies, Contacts, Contracts, ConfigurationItems)
•An API Tracking Identifier (Integration Code) is required on every request via the ApiIntegrationCode header
•Dex auto-detects your Autotask API zone via the zoneInformation endpoint — no base URL configuration needed

Related integrations

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