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Setting Up & Managing The Autotask PSA Integration
Setting Up & Managing The Autotask PSA Integration

First time setting up the Autotask integration? These are the steps you'll need to take in Autotask to set up the initial connection!

Emma Grannis avatar
Written by Emma Grannis
Updated over a week ago

Already have the initial Autotask connection set up? Take a look at: Autotask Integration FAQs & How to Use The PSA Integration As A Salesperson

How does the integration work?

Users will be able to import/export records from GlassHive into AutoTask and vice versa . Importing will take an hour or more depending on the amount of records the user has in their AutoTask account. Exporting will be faster than the import since only one contact/company will be uploaded at a time and could take a few seconds to several minutes.

This process 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 export the records. You cannot bulk export records since the key here is to avoid sending clutter to AutoTask and only send records that have an opportunity attached to them

⚠️ Important: Whoa! You recommend a backup before turning on the integration? Why?

We highly suggest that you perform a backup of your data before turning on the integration!

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.


High Level Summary

These are the records you can sync from Autotask:

  • Accounts

  • Contacts

  • Opportunities

For the first time setting up the Autotask integration, you will need to complete the following steps, in the following order:

Where to Start

  • Click on "Account Settings" "Integrations" "Autotask" "Start"

    GlassHive will also walk you through the following setup steps as you go!

STEP 1 : SAVE CREDENTIALS

  • Within GlassHive, enter the username and password you just generated in the previous step in AutoTask as well as the Owner Resource Id that you designated for the integration.

  • Click "Test Credentials" and check that you receive a success message.

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 AT users that have the same email addresses for their accounts.

STEP 3 : 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 information matches: Phone Number ➡ Website URL ➡ Name. This will prevent duplicates.

STEP 4 : IMPORT CONTACTS

  • Import contacts by selecting "Import"

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

  • 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 AutoTask. Make sure to double check user roles in GlassHive and Autotask to make sure there are not discrepancies here.

  • All opportunities will download with or without having a salesperson linked to the opportunity.

  • Only the Name and GlassHive opportunity status will be updated.

STEP 6: Map AND IMPORT ACTIVITIES

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

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

  • Activities created in AutoTask must have been created by a user that exists in GlassHive.

Important Note

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

  • This is what Accounts will look like in Autotask:

  • This is what Contacts will look like in Autotask:

  • This is what Activities will look like in Autotask:

Finish

Once you have these mappings set up, you are good to go with your Autotask integration!

Please keep in mind that you will need to manually click import and export when you have new data to share between the platforms.

An additional reminder that the Integration will only insert new records in GlassHive or AutoTask, but will not update information.

For more information on the routine use of Autotask, please see:

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