FREQUENTLY ASKED QUESTIONS

If I already have contacts in GlassHive and Autotask and turn on the integration, will that duplicate the contacts?
When we move Contacts and Companies from GlassHive to Autotask and vice versa, we do a check to see if that entry already exists. 

  • Contacts check by email address. 

  • Companies check by domain, phone number, and name. 

This check mitigates the risk of duplicates, but there is no guarantee that it will catch all possibilities.

When does my information populate in Autotask?
The integration process runs is not automatic. Users need to click on import every time they want records to get imported from AutoTask into GlassHive. To export from GlassHive into Autotask users will need to go into the specific company and contact profile page to be able to send the records.

  • Contact's Profile

  • Company Page

Due to the volume of some data, it may take longer than an hour to see your information. If your data hasn't shown up within 4 hours, please reach out to support by live chat or support@glasshive.com

Will form submissions come into Autotask?
Yes! They will appear as an Activity on the Contact that made the submission.


I did the sync but I'm not seeing any information in GlassHive.
This can be caused by a few things:

  • The sync takes time to pull in all the Contacts, Accounts, and Opportunities initially during the first pull of data.

  • You may not be looking in the right place. Contacts brought over from Autotask will not be added to a list. You can see all your Contacts via https://glasshive.com/Contacts

  • To ensure that contacts, accounts, and opportunities sync over, you have to check that the mappings are correct in both GlassHive and AutoTask.

If you've waited over four hours and still see no data, please reach out to us via live chat or support@glasshive.com

Whoa! You recommend a backup before turning on the integration? Why?
The Autotask integration will sync information on both GlassHive and Autotask's side. When you have a large dataset in GlassHive and large dataset in Autotask, there could be a huge disconnect between that data. Thus, when you turn on the integration, it will attempt to merge the differences, taking whichever record is more current.

You can mitigate this difference by uploading an export of your Contacts before turning on the integration. However, there is always a risk when merging large datasets that your Contacts and Accounts can change in ways you don't desire. This is why we always recommend a backup in case you weren't prepared for the changes that may occur.

HOW GlassHive TO AUTOTASK WORKS

The import will be done under your Admin settings

You must complete all the mapping in the following order : Connection ➡ Users ➡ Companies ➡ Contacts ➡ Opportunities ➡Activities

Every time you choose to import, you must go back to your account settings and click "Import" in the following order : Companies ➡ Contacts ➡ Opportunities ➡Activities

Autotask integration seamlessly adds GlassHive’s data to your PSA. The following records will be linked with Autotask:

  • Companies

  • Contacts

  • Activities

  • Opportunities

STEP 1 : SAVE CREDENTIALS

  • Add your credentials and check if they are valid

    STEP 2: MAP USERS AND INVITE USERS

  • Import users by selecting role type. E.g. "No Types, Marketer, Salesperson,..."

  • You must click on "Invite" under your account settings, every time you want to invite new members. This will also link GlassHive users and CW users that have the same email addresses for their accounts

    STEP 3 : MAP AND IMPORT COMPANIES

  • Import companies by selecting company type E.g. " Prospects, No Type, Client,..."

  • If the company has several company types, GlassHive will only use the first company type to identify the company

  • Unlinked companies will be linked if the following matches : Phone Number ➡ Website URL ➡ Name. This will prevent duplicates

STEP 4 : MAP AND IMPORT CONTACTS

  • Import contacts by selecting contact type. Eg. "No Status, Talking,..."

  • Contacts will be added to the list that was created based on the company type that the contact is associated to

  • Contacts that are not a part of a company will also get imported

STEP 5 : MAP AND IMPORT OPPORTUNITIES

  • Opportunities will only be linked to the salesperson if the salesperson exists in both GlassHive and Connectwise. All opportunities will download with or without having a salesperson linked to the opportunity.

  • Only the Name and GlassHive opportunity status will get updated

STEP 6: MAP AND IMPORT ACTIVITIES

  • Activities can only be mapped to Call, Email, Note, and Meeting

  • The Contact in ConnectWise that has an activity will only get downloaded if the contact exist in GlassHive. If contact does not exist in GlassHive, the contact must get downloaded first.

  • Activities created in Connectwise must be created by a user in GlassHive

When inserting Companies and Contacts into Autotask, GlassHive will attempt to find existing records based off matching key values:

  • Companies (Phone > Website > Name)

  • Contacts (Email)

The Integration will only insert new records in GlassHive or AutoTask, but will NOT update information

This is what Accounts will look like:

This is what Contacts will look like:

This is what Activities will look like:

HOW AUTOTASK TO GlassHive WORKS

Do you have some records in Autotask you’d like to add to GlassHive? Here are the records you can sync from Autotask:

  • Accounts

  • Contacts

  • Opportunities

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