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Autotask Integration

What You Can Automate and Manage with Autotask​

NeoAgent enhances your Autotask experience by enabling automation and streamlined management of various entities:

Ticket Management​

  • Creation & Updates: Automatically create new tickets, update existing ticket fields (including custom fields), and change ticket statuses.
  • Notes & Time Entries: Add, retrieve, and manage ticket notes and time entries. NeoAgent can parse conversation history to build context.
  • Assignments & Notifications: Automate ticket assignments and notifications based on predefined rules or triggers.
  • Workflow Actions: Close tickets, merge duplicate tickets, and manage customer updated flags.
  • Configuration Items: Retrieve and associate configuration items with tickets.
  • File Attachments: Attach files to tickets and retrieve existing attachments.

Scheduling & Dispatch​

  • Scheduled Entries: Manage scheduled entries on tickets, including creation, retrieval of types, statuses, and details.
  • Resource Management: Identify and assign resources to tickets.

Company and Contact Management​

  • Data Retrieval: Access company and contact information directly through NeoAgent.
  • Assign correct Company and Contact to tickets: Automatically assign the correct Company and Contact to tickets based on the ticket details.

Data We Sync from ConnectWise​

To provide comprehensive automation and insights, NeoAgent regularly synchronizes the following data from your ConnectWise instance:

  • Tickets: Neo stores metadata (e.g. Status, Board, Company, Contact, etc.) and summaries of the conversation history (notes and time entries).
  • Companies & Contacts: Allows Neo to pick the correct Company and Contact for new tickets.
  • Members/Technicians: Syncing user details for assignments and tracking.
  • Service Boards: Including associated ticket types, subtypes, and statuses.
  • Priorities & Sources: Ensuring consistency in ticket classification.
  • Company Sites: To manage location-specific information.
  • Calendars & Work Types: For scheduling and time management.
  • Locations & Departments: For organizational structure mapping.
  • Scheduled Entry Types & Statuses: To manage service call scheduling effectively.
  • Technician Timezones: Ensuring accurate time tracking across different regions.