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Integrating with Autotask

Set up Autotask with Salesbuildr, configure country code, create API user, set permissions, enable webhooks & start syncing data.

Updated over a month ago

Follow these steps to set up a secure and functional connection between Autotask and Salesbuildr.

📍 Prerequisites

Before you begin, make sure:

  • Admin access in Autotask

  • Permission to create API users and modify security levels

  • Access to your Salesbuildr dashboard

⚙️ Setup in Autotask

💼 Complete these steps in your Autotask account.

🌍 Step 1 – Set Your System Account’s Country Code

Autotask requires a country code on your system account for the integration to work properly.

  1. Log into Autotask

  2. Navigate to CRM

  3. Make sure the ID field is visible

  4. Enter 0 into the ID field and hit enter

  5. Your company should appear as the sole result.

  6. Click Edit if needed and ensure the Country field is filled in correctly

  7. Click Save

👤 Step 2 – Create the API User

  1. In Autotask, go to Admin > Resources (Users)

  2. Hover over the + New button and choose New API User

  3. Fill in the user form:

    • Name: Salesbuildr API

    • Email: a valid company email

    • Generate and save the Username and Password

⚠️ Important: Store these credentials securely. You'll enter them in Salesbuildr later.

🔐 Step 3 – Set API Permissions

The Salesbuildr API user needs specific read and write permissions across multiple Autotask modules.

  • To configure permissions:

    1. In Autotask, go to Settings > Security Levels

    2. Assign a security level to your API user (default or custom)

    3. Ensure the following permissions are enabled for each module:

1. CONTRACTS

2. CRM

3. INVENTORY

4. PROJECTS

5. SERVICE DESK

6. DOCUMENTS & KNOWLEGEBASE

7. TIMESHEETS

8. REPORTS

9. ADMIN

10. OTHER

11. WEB SERVICES

🌐 Step 4 – Enable Webhook Support for Real-time Sync

Webhooks allow instant updates when companies and contacts change in Autotask. To enable this, you'll create an additional security level with webhook permissions.

  1. Go to Account Settings & Users > Resources/Users (HR) > Security Levels

  2. Find the API User (system) from Step 1

  3. Click the three dots → Copy, name it e.g., API User + Webhooks

  4. Expand the Other section

  5. Enable: Can create webhooks (Minimum = 10)

  6. Save and Close

  7. Return to Resources (Users)

  8. Find the API user you created earlier and click 'Edit'

  9. On the right side look for Security Level*

  10. Choose the API User + Webhooks

  11. Save and Close

Follow the steps in de video below to set this up:

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⚙️Setup in Salesbuildr

🔧 Step 1 – Connect Salesbuildr to Autotask

  1. Go to your Salesbuildr Dashboard

  2. Click the Configure your PSA Integration tile

  3. Select Autotask, then click Configure

  4. In the window that opens, enter the following

    1. API Username: (from Autotask Step 2)

    2. API Secret: (from Autotask Step 2)

  5. Click Save to begin syncing. You’ll receive an email once Salesbuildr has:

    • Synced your companies, contacts, products, and services

    • Connected categories and tax info

    • Set up webhooks for live updates

  6. Click confirm once complete.

🔧 Step 2 – Wait for Initial Sync to Complete

After clicking Save, Salesbuildr will:

  1. Sync all companies from Autotask

  2. Sync all contacts from Autotask

  3. Sync products and services

  4. Map categories and tax information

  5. Set up webhooks for real-time updates

Verify Your Integration

Integration Checklist

  • Companies have synced to Salesbuildr

  • Contacts are visible and linked to companies

  • Products and services are available in your catalog

  • Webhooks are active (check in Settings > Integrations)

Test Real-Time Sync

  1. In Autotask, update a contact's phone number or email

  2. Wait 1-2 minutes

  3. Check that the change appears in Salesbuildr

  4. If the change doesn't appear, see Troubleshooting below

Troubleshooting

Connection Failed Error

Issue: Salesbuildr cannot connect to Autotask

Solutions:

  • Verify your API username and password are correct

  • Ensure the API user is active in Autotask

  • Confirm all required permissions are enabled (Step 3)

  • Check that your Autotask system account has a country code set (Step 1)

Webhooks Not Working

Issue: Changes in Autotask don't appear in Salesbuildr in real-time

Solutions:

  • Verify the API user has the "Can create webhooks" permission enabled

  • Check that the correct security level is assigned (API User + Webhooks)

  • In Salesbuildr, go to Settings > Integrations and confirm webhooks show as "Active"

  • Contact support if webhooks show as "Failed"

Data Not Syncing

Issue: Companies, contacts, or products are missing

Solutions:

  • Wait for the initial sync to fully complete (check your email)

  • Verify the API user has "View" permissions for all required modules

  • In Salesbuildr, navigate to Settings > Integrations > Autotask and click "Synchronize"

  • Check Autotask to ensure the data exists and isn't archived or deleted

Need Help?

If you encounter issues not covered in this guide:

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