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Autotask

Replace the native Autotask ticketing portal while also syncing information between Office 365 and Autotask.

Autotask Integration Overview

Improve your customer frontend ticketing experience with clean, easy-to-use forms that help them quickly get what they need. CloudRadial ensures your tickets come in pre-categorized with as much data as possible to help you supercharge your team’s productivity.

How the Integration Works:

Thanks to CloudRadial’s API integration with Autotask, you can import users into the portal on a company-by-company basis. The structure of your companies and their active users in Autotask will be reflected in CloudRadial.

What the Integration Does:

Ticket Integration

  • Client Management Routing – Route new tickets to client management for approval before releasing for service or ordering.
  • Tickets from Problem Reports – Feed pre-categorized tickets directly from problem reports to specific ticket queues.
  • Tickets from Service Requests – Feed pre-categorized tickets directly from service requests including directing tickets to sales or billing queues.
  • Question Customization – Prompt for any number of field types to gather information before work even starts.
  • Signature Prompts – Optionally ask for an end-user signature and use it as an end-user quoting system.

Service Board Integration

  • Route Tickets as Needed – Use pre-categorization to route incoming problem and service requests to right boards for dispatch.
  • Type, Subtype, Source, and More– Pre-categorize incoming tickets and combine them with Autotask workflows for powerful automation.
  • Show Status – Shows users their tickets or company administrators their company’s tickets.

Account Information

  • ConnectWise Sell – Show quote PDFs and link to Order Porter from within CloudRadial.
  • QuoteWerks – Show quote details and documents from within CloudRadial.
  • Invoices – Show invoices, statuses and enable the display of invoice PDFs direct from Autotask.
  • ConnectBooster & Wise-Pay – Enable single-sign on to popular payment portals directly from the client’s invoice screen.

User Sync

  • Client Directory Sync – Sync Autotask users so that the company directory and your user list are always in common.
  • Office 365 Sync – Automatically import new Office 365 users into your Autotask portal.
  • User Billing Simplified – With accurate user lists, user billing systems become easier and create less end-of-month issues.

Discussion Integration

  • Friendly Presentation – A chat-like presentation of ticket communications makes it easier for users to provide the information I.T. provides need to resolve.
  • View as Discussions – Inside Autotask, support staff sees the same ticket notes as if they were communicating by email.
  • Management Comments – Make it easy for client management to comment on existing tickets along with the end-users.

Endpoint Integration

  • Endpoint Warranty – Pulls warranty information from Autotask configurations to create automated warranty reports for clients.