Autotask Integration

Autotask PSA Integration Setup

This guide walks you through setting up the HelpGhost integration with Autotask PSA. Follow these steps to enable HelpGhost Hero within your Autotask environment.

1. Add API User

Create a dedicated API user for HelpGhost in Autotask:

1. Navigate to Admin → Resources/Users (HR) → Resources

2. Click New to create a new resource

3. Configure the API user: First Name: HelpGhost Last Name: API Email: support@helpghost.ai Security Level: API User (System) Integration Vendor: API User

4. Set Admin permissions for easiest setup

5. Click Save

2. Generate API Credentials

Create API key and secret for HelpGhost authentication:

1. While in the HelpGhost API user record, navigate to the API section

2. Click Generate API Key

3. Copy the following credentials: API Key API Secret

4. Set API Tracking Identifier to "HelpGhost AI"

5. Click Save

3. Configure HelpGhost Platform

1. Log into the HelpGhost platform

2. Navigate to Settings → Integrations

3. Select Autotask

4. Enter the credentials: Username/Email API Key API Secret

5. Go to the Ticket Settings tab to verify the connection works

6. Copy the Hero URL from HelpGhost - you'll need this in the next step

4. Enable HelpGhost Integration in Autotask

Activate the HelpGhost extension in Autotask:

1. Go to Admin → Features & Settings

2. Navigate to Extensions & Integrations → Other Extensions & Tools → Integration Center

3. Find HelpGhost in the list

4. Click Edit

5. Enable the following: Integration Vendor Ticket Insights Asset Insights

6. Check the Active checkbox

7. Click Save & Close

5. Configure Ticket Category Display

Position the HelpGhost Hero tab in your ticket view:

1. Go to Admin → Features & Settings

2. Navigate to Service Desk → Tickets → Ticket Categories

3. Click Edit

4. Find HelpGhost Hero in the available categories

5. Drag it to the top of the list to display it in the top-right of ticket screens

6. Click Save

6. Enable for Ticket Types

Configure which ticket types will display HelpGhost Hero:

1. Go to Admin → Features & Settings

2. Navigate to Service Desk → Tickets → Ticket Types

3. For each ticket type you want to enable: Click Edit on the ticket type Ensure HelpGhost Hero is included in the available tabs Click Save

7. Verify Integration

Confirm everything is working correctly:

1. Open a service ticket in Autotask

2. Verify the HelpGhost Hero tab appears (typically in the top-right area)

3. Check that ticket information is loading correctly in the Hero interface

4. Test Hero's ability to read ticket context, notes, and provide recommendations

Next Steps

After completing the integration setup:

• Configure HelpGhost Scholar to scrape historical tickets for knowledge base building

• Set up HelpGhost Solo for customer-facing support

• Train your team on using Hero within Autotask tickets

• Test Hero's note-reading capabilities by adding notes to tickets