Connect Autotask PSA
Sync companies, locations, contacts, configuration items and tickets from Autotask PSA, and turn tickets into documents.
This guide connects Autotask PSA (Datto, Kaseya) so Knowpoint can read your companies, locations, contacts, configuration items and tickets. Knowpoint only reads from Autotask. It never changes anything there.
1. Create an API user in Autotask
- In Autotask, go to Admin → Account Settings & Users → Resources/Users, and choose New → New API User.
- Fill in a name, for example Knowpoint, and choose the security level API User (system). For tighter access, copy that level and limit it to reading companies, contacts, configuration items and tickets.
- Under API Tracking Identifier, choose Custom (Internal Integration) and enter Knowpoint.
- Choose Generate Key and Generate Secret, then save.
- Copy the Username (Key), which looks like an email address, the Password (Secret) and the Tracking Identifier. The secret is only shown once.
2. Connect in Knowpoint
Go to Admin → Integrations → Autotask PSA and fill in:
| Field | What to enter |
|---|---|
| API username | The API user's username from step 1 |
| Secret | The API user's secret |
| Tracking identifier | The tracking identifier from step 1 |
| Companies | Customers only (the default) or Every active company, which also brings in prospects, vendors and partners |
You don't need to know your Autotask zone: Knowpoint looks it up from the username.
Choose Save and continue, then Test connection, then Match companies and 🔄 Sync now.
What's synced
| From Autotask | Into Knowpoint |
|---|---|
| Companies (active customers, or every active company) | Organizations |
| Company locations | Locations, with address and phone |
| Contacts (active) | Contacts, with title, email, phone, mobile and location |
| Configuration items (active) | Assets, with hostname, operating system, IP address, manufacturer, model, serial number, warranty and contact or last user |
| Tickets (open, and completed in the last 90 days) | Ticket summaries on each organization, on the configuration item's asset, and on the Tickets page |
The asset type comes from the configuration item's type, its RMM device type and its product name: servers become Servers, desktops and laptops Workstations, and switches, routers, firewalls and printers the matching type.
Each asset also has a From Autotask card with the product, configuration item type, reference number, install date, last user, external IP, memory, missing patches and open RMM alerts.
Tickets
Open tickets, and tickets completed in the last 90 days, are listed on each organization's Tickets tab, on the asset they're for, and on the Tickets page. Each shows its number, title, status, priority, who it's assigned to and the contact, with a link that opens it in Autotask.
To turn a ticket into a document, choose Document next to it, or select Document a ticket in a client's Documents tab and enter the ticket number (such as T20261028.0012), its ID, or paste its link. Knowpoint reads the ticket, its notes and its time entries, blanks out anything that looks like a password, and drafts a write-up for you to check. See Document a ticket.
The browser extension recognises Autotask ticket pages too: it shows the ticket's client and suggests the documents, assets and passwords that help.
Troubleshooting
| Message | What to do |
|---|---|
| Autotask doesn't know the API user | Use the API user's username (the Key), not your own sign-in or the resource's name. |
| HTTP 401 | Check the secret and the tracking identifier. A new secret replaces the old one. |
| HTTP 403, or Tickets weren't synced | The API user's security level can't see those records. Use API User (system), or give its copy access to them. |
See Integrations for matching organizations, scheduling and what a sync changes.