Do I need an Autotask account?

Yes. An active Autotask account is required in addition to your AnswerConnect account.

What information is transferred from AnswerConnect to Autotask?

Information transfer is fast and easy. Your receptionist will record the caller’s name, phone number, email address, and message notes. You can also configure other parts of your script to map to the matching Autotask ticket fields. Our team is happy to help you get this right.

Which ticket fields can be populated?

The integration supports a wide range of fields — including ticket title, status, priority, account, queue or department, description, type, source, issue type, SLA, resource, category, contract details, and more. You choose which fields to populate when you configure the integration.

What if I need more than ticket creation?

Right now, the built-in native integration supports only ticket creation. If you need more advanced Autotask actions, you can also use Zapier, which offers a wider range of workflow options.

Does data sync both ways?

No. Data flows only one way, from AnswerConnect to Autotask.

I’m already an AnswerConnect customer. How do I activate this?

To activate, go to Integrations in your AnswerConnect App, select Autotask. Enter your API credentials, set up your field mapping, test, and publish. If you need help, our support team is ready to help you.

Autotask Integration | AnswerConnect

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How does this integration work?

When you connect Autotask with AnswerConnect, every call your human receptionist answers creates a new ticket in Autotask. Caller details and message notes are added directly to your ticket fields. Tickets reach the right queue, are prioritized correctly, and are ready for your team to manage.

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Seamless connection.

When you use AnswerConnect with Autotask, every call you receive turns into a complete support ticket automatically.

You can connect using your Autotask API credentials, or explore more workflow options with Zapier.

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What can the integration do?

Create a ticket: Every completed call becomes a new ticket in Autotask. Tickets get a title, priority, and are sent to the right queue or department.
Map detailed ticket fields: The integration covers many ticket fields, like status, priority, type, source, issue type, SLA, resource, category, contract details, change management fields, and more. Every ticket in your system is complete and ready to use.
Route to the right team: Tickets are automatically routed to the right department, queue, or resource using the information your receptionist gathers. This way, nothing ends up in the wrong place.
Advanced actions: You can use API requests to link call data to your custom Autotask workflows for more complex use cases.

Why integrate?

Automatic ticket creation

Every call your receptionists handle automatically creates a ticket in Autotask, with the right priority and routing set before your team is even notified.

Affordable 24/7 support intake

When a call comes in after hours, a ticket is created in Autotask right away, so your on-call engineers have everything they need when they are alerted.

Accurate tickets every time

We collect the information your team needs, such as caller name, contact details, and urgency. The data flows straight into your Autotask ticket fields, helping resolve issues faster.

Flexible for your workflow

The integration supports many Autotask ticket fields, such as SLA, resource, contract, category, and change management fields. Build tickets the way you need them.

Get connected in three simple steps.

Get your API credentials.

In your Autotask account, locate your API username and password. You'll need these to connect Autotask to AnswerConnect.

Configure integration.

In the AnswerConnect app, select Autotask as your action app. Choose "Create Ticket" as your action event. Map your script fields to the matching ticket fields in Autotask.