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Once you’ve created your API member with the proper permissions, you can configure the connection to Neo Agent through the integrations dashboard.
You’ll need the API credentials and configuration details from your Autotask API member to complete this setup.

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Required Information

Before starting the connection process, gather the following information from your Autotask system:
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API Member ID
string
required
The numeric ID of the API member you created (e.g., 342). You can find this in the Resources/Users (HR) section of Autotask.
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Non-API Member ID
string
The ID of the optional non-API member you created for time entries and ticket assignments. Only required if you created this optional user.
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Username
string
required
The API username for your Neo API User. You may need to click Generate Key in Autotask to obtain this.
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Secret
string
required
The API secret for your Neo API User. You may need to click Generate Secret in Autotask to obtain this.
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API Integration Code
string
required
Also known as “Tracking code” in Autotask. This identifies your specific Autotask instance.
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Base URL
string
required
The URL you use to access the Autotask UI (e.g., https://webservices3.autotask.net/).

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Configuring the Integration

1

Access the Neo Agent Dashboard

Navigate to the Neo Agent Dashboard and log in with your credentials.
2

Go to Integrations

From the main dashboard, navigate to the Integrations section to access the PSA integration settings.
3

Select Autotask Integration

Find and select Autotask from the list of available PSA integrations.
4

Enter Your Credentials

Submit the credentials you gathered from your Autotask system:
  • API Member ID: Enter the numeric ID of your Neo API User
  • Non-API Member ID: Enter the ID of your optional regular user (if created)
  • Username: Enter the generated API username
  • Secret: Enter the generated API secret
  • API Integration Code: Enter your Autotask tracking code
  • Base URL: Enter your Autotask base URL
Double-check all credentials for accuracy. Incorrect information will prevent Neo Agent from connecting to your Autotask system.
5

Test the Connection

Once you’ve entered all credentials, Neo Agent will attempt to establish a connection to your Autotask system to verify the configuration.
A successful connection test confirms that Neo Agent can access your Autotask system with the provided credentials.
6

Save Configuration

After successful testing, save your integration configuration to enable Neo Agent workflows to interact with your Autotask system.

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Troubleshooting Connection Issues

If you encounter issues during the connection process, check the following:
  • Verify that the API Member ID is correct and corresponds to an active user
  • Ensure the username and secret were generated correctly in Autotask
  • Check that the API Integration Code matches your Autotask instance
  • Confirm the Base URL is correct and accessible
  • Review the security level permissions for your Neo API User
  • Ensure all required permissions listed in the API member creation guide are assigned
  • Verify that webhook creation permissions are enabled
  • Check that resource impersonation is properly configured
  • Confirm your Autotask Base URL is accessible from external networks
  • Check if any firewall rules might be blocking API connections
  • Verify that your Autotask instance allows API connections from Neo Agent’s IP ranges

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What’s Next?

With your Autotask system successfully connected to Neo Agent, you can now:
  • Create Workflows: Build automated workflows that interact with your Autotask tickets and data
  • Set Up Notifications: Configure ticket contact notifications to automatically email customers when Neo Agent updates tickets
Start with simple workflows to test the integration before implementing more complex automation scenarios. This helps identify any configuration issues early in the process.