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Ticketing & ITSM

Autotask

Drive Datto Autotask PSA tickets, companies, contacts, and configuration items from natural-language requests.

Dex connects to Datto Autotask PSA over REST API v1.0 using API-only User credentials (Integration Code + Username/Secret, with automatic zone detection). Admins and employees run PSA operations in natural language - creating and updating tickets, adding ticket notes, searching tickets by company, status, and priority, and looking up companies, contacts, resources, and configuration items.

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What Dex does with Autotask

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

A

For admins (CoAdmin)

  • Create and update tickets - title, description, priority, queue, status, and assigned resource
  • Add ticket notes and time entries via /TicketNotes
  • Search tickets by company, status, priority, and category
  • Look up companies, company locations, and contacts
  • Look up resources (technicians) and assign tickets to them
  • Browse configuration items (assets), projects, tasks, and service calls
E

For employees (self-service)

  • Open an Autotask ticket for anything Dex can't resolve directly
  • Check the status of your own tickets
  • Add a note or reply to one of your tickets
  • Update or escalate your own ticket

Just ask Dex

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

Admin prompts

  • >Find the latest open ticket from Autotask and solve it
  • >Open an Autotask ticket for Acme Inc - "Exchange mail flow stalls after 5pm", priority High, assign to the Messaging team
  • >List open Autotask tickets for Contoso, critical priority
  • >Add a note to ticket 18423: waiting on vendor RMA
  • >Find the primary contact and company location for Globex

Employee prompts

  • >Open a ticket - my VPN keeps dropping
  • >What's the status of my laptop replacement ticket?
  • >Add a note to my ticket: still happening after reboot

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.

ActionWhat it does
autotask_list_ticketsList and search tickets via GET /Tickets/query
autotask_create_ticketCreate a ticket via POST /Tickets
autotask_add_noteAdd a note to a ticket via POST /TicketNotes
autotask_update_ticketUpdate ticket fields or status via PATCH /Tickets

How to configure Autotask

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

Setup steps

  1. 1
    In Autotask, go to Admin → Resources/Users (HR) → New and create an API User with security level "API User (system)".
  2. 2
    Generate the Username (Key) and Password (Secret) for the API user.
  3. 3
    Set the Integration Code - pick an Integration Vendor (SysAid/Dex) or generate a tracking identifier (27-character code).
  4. 4
    Optionally note your Web Services Zone (e.g. webservices14), or leave it blank - Dex auto-detects it via the zoneInformation lookup.
  5. 5
    In the Dex connect form, paste the Integration Code, Username, and Secret; optionally add the Zone and a Company ID (for MSP scoping).
  6. 6
    Save - Dex confirms the connection with a live test call.
Vendor documentation ↗

Credentials required

integration_code
API Integration Code - 27-character tracking identifier for the API-only User
username
API Username / Key generated for the API-only User
secret
API Secret / Password from the same API-only User
zone
Web Services Zone subdomain (e.g. webservices3). Leave blank to auto-detect from the username via the public zoneInformation lookup.
company_id
Optional - Autotask Company ID to scope the connection to one company (MSP isolation). Blank means master access across all companies.

Requirements

  • •An API-only User with security level "API User (system)" is required - not a normal resource login
  • •The Integration Code is mandatory - it is a tracking identifier, separate from the username
  • •Autotask is zone-specific; the wrong zone returns a 401, so Dex auto-detects it from the username
  • •Ticket create/update uses POST/PATCH /Tickets; notes go to /TicketNotes, not inline on the ticket
  • •API base is https://webservices.autotask.net/ATServicesRest/v1.0, rewritten to your zone at call time

Related integrations

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