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Once you have created your API user with the proper security level, connect it in the Neo dashboard.

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Required Information

Gather the following from your Autotask system before you start:
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string
required
The API username for your Neo API User. You may need to click Generate Key in Autotask to obtain this. It always has the form key@yourdomain — one @, no spaces. The form rejects anything else, most often the Secret pasted into the wrong box.
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string
required
The API secret for your Neo API User. You may need to click Generate Secret in Autotask to obtain this.
You no longer enter a tracking identifier. Neo Agent is a registered Autotask Integration Vendor and identifies itself with its own, so set your API user’s API Tracking Identifier to Integration Vendor → Neo Agent in Autotask and leave it at that.Connections made before Neo Agent joined the Integration Hub use a Custom identifier and still show a Your own API tracking identifier box holding that value. Keep it as it is, or move to the vendor identifier.
That is the whole list. You do not enter a Base URL or your API member’s ID (Neo derives both from the API username), and you do not type Neo’s regular user ID here. After you connect, Neo offers to set its non-API Autotask user and lists your users to pick from; see Choosing Neo’s Autotask user below.

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Configuring the Integration

1

Open Autotask in the Neo dashboard

In the Neo Agent Dashboard, open Integrations, switch to the Directory tab, and select Autotask. The connect page walks you through the same steps as this guide, one at a time.
2

Enter your credentials

On the “Enter connection details” step, fill in the username and secret you gathered, then click Save & run checks. Neo runs the checks on the values you entered and stores the credentials only when the required checks pass. After a passing run, save registers the webhook and does not re-run the ticket-read probe.
3

Watch the verification checks

Neo runs its verification checks one by one against the values you entered: authentication, the API resource Neo acts as, ticket read access, write access, webhook permission, rate-limit headroom, and data sync (sync starts after save). Each check reports as it completes.
All required checks green means Neo can read and write tickets and can register the webhook. A failed check names the exact Autotask screen to fix. Fix the permission, then click Save & run checks again.
4

Choose Neo's Autotask user (optional)

After a successful connect, Neo asks which Autotask user it should be recorded as and lists your users to pick from. Choose the regular user you created for Neo, or select “Neo has no Autotask user” to skip. The next section explains the trade-off.

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Choosing Neo’s Autotask user

Optional. Autotask does not let an API-only user hold a ticket or a time entry, so Neo needs a separate non-API Autotask user (an ordinary one) to be recorded as when it:
  • is assigned a ticket (as owner or secondary resource)
  • logs its own time, including notifying a contact via a time entry
Neo lists the Autotask users it can use, so API-only and disabled users do not appear. A user with no default service-desk role is fine to pick; Neo chooses a role per ticket when it logs time. If you skip it, Neo keeps working: it writes notes, updates tickets, and logs time against the technician who asked in chat. What it cannot do is take ownership of a ticket or log time under its own name. This user consumes an Autotask licence, which is why it is optional. Change it any time: Integrations → Autotask → Neo’s non-API Autotask user → Change.

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Troubleshooting Connection Issues

If a check fails or the save is rejected, check the following:
  • Ensure the username and secret were generated correctly in Autotask
  • Check that the API user’s API Tracking Identifier is set to Integration Vendor → Neo Agent. If Neo Agent does not appear in the vendor list, refresh the page in Autotask before trying anything else
  • If Neo reports that it found no resource for your API user, confirm that user still exists and is active in Resources/Users (HR)
  • If Neo reports duplicate resources for the username, remove the duplicate in Autotask and save again
  • Review the security level permissions for your Neo API User
  • Ensure all required permissions listed in the security level guide are assigned
  • Verify that webhook creation permissions are enabled
  • Check that resource impersonation is properly configured
  • Confirm your Autotask API zone (e.g. https://webservices3.autotask.net/) is accessible from external networks
  • Check if any firewall rules might be blocking API connections
  • Whitelist Neo Agent’s IP address if your system restricts access by IP

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What’s Next?

With your Autotask system connected, 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.