An AI agent for the admin around Autotask PSA
On an Autotask desk a person still decides which queue a new ticket belongs in, answers the client who wants an update and spots the warranty that runs out next month. An AI agent can take on that reading, and your engineers keep the fixing.
New tickets, their contracts, assigned engineers and notes, contract and warranty end dates, and time entries.
Queue, issue type and priority on a ticket, ticket notes, and renewal tickets raised ahead of their dates.
What Autotask is and who runs it
Autotask is professional services automation software from Datto, a Kaseya company. An MSP runs its service desk, projects, contracts and time in it, and invoices from what it tracked. Kaseya says its AI, on some subscriptions, summarises tickets and can suggest their priority and queue.
A dispatcher or service coordinator works the queues, engineers work their tickets and log time, and a service desk manager watches the service levels. An Autotask administrator, often the owner or operations lead, looks after security levels and set-up.
What an AI agent can do on an Autotask desk
Queue, issue type and priority set
Every Autotask ticket carries a queue, an issue type, a priority and a contract. The agent sets the first three from your matrix, checks the contract is the right one and routes it. Security incidents, and anything it cannot place, go to your dispatcher.
Ticket notes that answer the client
When a client asks where their ticket has got to, the agent reads its status, its assigned engineer and its notes, and drafts or sends the reply your rules allow. It adds what was said as a ticket note. The fix stays with the engineer.
Renewals raised before they lapse
Autotask contracts carry end dates and each client's assets carry warranty dates. The agent watches them, with the licence and domain dates you give it, and opens a renewal ticket in good time. Your account manager and the client decide what to renew or cancel.
Missing time found before invoicing
Autotask invoices from tracked labour, so a ticket completed with no time entry is work given away. The agent lists those tickets and reminds the engineer. Time is approved, and marked billable or not, by your service desk manager.
Roles that work in Autotask PSA
Helpdesk ticket triage
Sets queue, issue type and priority on each new ticket from your matrix, checks its contract and routes it.
First-line client support
Answers a client's question about where a ticket stands from its status and notes.
Renewals and expiry tracking
Watches licence, domain and warranty dates for every client and raises each one in time.
Timesheet chasing
Finds completed tickets with no time entry and reminds the engineer before invoices go out.
How the connection is set up
Datto publishes a REST API for Autotask, and webhooks. Only a user with the API User (API-only) security level can reach it. That user cannot open Autotask's screens and carries a tracking identifier, so its work can be told apart. Your Autotask administrator creates it once the route is agreed with you.
Autotask's developer help says the API-only level has full administrator access unless a copy of it is made and restricted, by module and feature. So the role starts from a restricted copy, opened only to the parts of Autotask its work uses.
Questions owners ask
Does the agent use one of our engineers' Autotask logins?
No. Autotask's route for other software is a separate user with the API User (API-only) security level, which cannot open Autotask's screens. Its developer help says there is no per-seat charge for that level, and that what the API creates is attributed to that user unless impersonation is set up.
Can it complete tickets in Autotask?
The role is written so that it does not. Autotask's developer help notes that the API can complete a ticket whose important checklist items are unfinished, with no warning. Completing a ticket is the engineer's call, so the agent sorts, notes and chases and leaves that step alone.
How much of Autotask can the agent see?
As much as its security level allows. The standard API-only level has full administrator access, and Autotask's developer help says a copy can be restricted by module and feature. The copy for the role is agreed with your Autotask administrator before anything is built.
Kaseya says its AI can triage our tickets. What is left?
Status answers, renewals and missing time, taken by an Agent Resource, AI working as staff, in a role specified with you. Kaseya says Ticket Triage, in Kaseya Intelligence on the Kaseya 365 Ops, ITSM+ and Ultimate subscriptions, suggests or applies a ticket's priority, issue type and queue, so for sorting you may not need more.