Autotask Integration

Datto Autotask PSA is a professional services automation platform for managing companies, contacts, and service delivery. Connecting Autotask to Business App keeps your companies and contacts synchronized in real time between both systems, so you do not need to enter data twice or rely on a third-party automation tool.

Requirements: An Autotask PSA account and an Autotask API user's username and secret (API key).

• Syncs companies: Business name, phone, email, address, and website sync in both directions.
• Syncs contacts: First name, last name, phone, email, address, and company association sync in both directions.
• Logs every sync event: Each sync is recorded as a note in the Activity Feed.
• Protects your records: Deleting a record in one system does not delete it in the other. An activity note is logged instead.

Before connecting, create a dedicated security level and API user in Autotask.

1. Sign in to Autotask.
2. Go to Admin → Account Settings and Users → Security → Security Levels.
3. Click Create New and clone Api User (System).
4. Name the security level (for example, Business App API Access) and save it.

1. Open the security level you just created.
2. Go to the Other Settings tab.
3. Enable webhooks and set the maximum limit to at least 5.
4. Save your changes.

1. In the same security level, open the Companies tab and enable Read and Write access.
2. Open the Contacts tab and enable Read and Write access.
3. Save your changes.

1. Go to Admin → Resources (Human Resources) → API User.
2. Click Create New.
3. Enter a Name and Email.
4. Assign the security level you created.
5. Choose Integration Vendor in the API Tracking Identifier field.
6. Save, then record the Username and Secret. You will need both to connect.

If companies or contacts already exist in both Autotask and Business App, import the Autotask IDs into Business App before you connect. Without matching IDs, the sync cannot recognize existing records and creates duplicates.

Open each company or contact in Autotask and locate the ID in the URL bar or in the record detail panel.

Create a CSV file with the columns below. The External ID column is critical. It links the Business App record to the Autotask record.

The format must be exactly autotask:{id}, with no spaces.

Create a CSV file for contacts following the same format, with autotask:{id} as the External ID.

1. Go to CRM → Companies → Import and upload the companies CSV.

2. Map the external_id column to the External ID field, then complete the import.

3. Go to CRM → Contacts → Import and upload the contacts CSV.

4. Map the fields and complete the import. Contacts are associated with companies by company name.

5. Open a few records in your CRM and confirm the external_id field contains the autotask:{id} value.

1. Go to Administration → Integrations.

2. Find the Autotask card and click Connect.

3. In the Connect Autotask dialog, enter:
   • User Name: the username of your Autotask API user
   • Secret: the API key associated with that user
4. Review the sync settings. Both are selected by default:
   • Sync back to Autotask: reflects changes made in Business App back in Autotask. Recommended.
   • Set as Primary CRM: designates Autotask as the primary system for newly created contacts.
5. Click Add Connection.

When the connection succeeds, the integration card displays a green Connected badge along with the account details and a Disconnect button.

After connecting, scroll to Settings → Integrated Service Fields to update your credentials or change your sync options. Refresh the page to confirm your changes saved.

Changes sync automatically in the background, so you do not need to keep the page open. Companies sync before contacts.

1. Go to CRM → Companies.
2. Find a company that came from Autotask.
3. Confirm the name, phone, email, and address are correct.
4. Confirm the associated contacts are linked to the company.

Every sync event is recorded in the contact's Activity Feed, so you can confirm exactly what synced and when.

To change whether updates flow back into Autotask, adjust the Sync back to Autotask setting on the connection page.

If duplicates have already been created:

1. Disconnect the integration.
2. Merge or delete the duplicate records in your CRM.
3. Prepare CSV files that include the Autotask IDs.
4. Import companies first, then contacts, with the external_id values in place.
5. Reconnect the integration. The sync now matches records by external_id.