Autotask integration

Connect Gabriel to Autotask (Datto PSA) to:

• Import companies from Autotask, with their contacts and locations.
• Push companies, contacts and opportunities from Gabriel to Autotask.
• Keep linked records up to date in Autotask when they change in Gabriel.

Changes flow from Gabriel to Autotask. Gabriel doesn’t pull later changes back from Autotask (see Limitations).

Setup is done by an admin. Once it’s connected, anyone who can edit companies or opportunities can push them to Autotask.

Before you start

In Autotask, create an API Integration User:

1. Go to Admin > Resources > API Integration Users and create a user.
2. Note its username (it ends in @yourdomain.autotask.net) and generate a secret key.

Make sure the API user’s security level can read and write companies, contacts and opportunities. You don’t need a zone or tracking code — Gabriel finds your Autotask zone automatically.

Connect

1. Go to Settings > Integrations > PSA, and open the Autotask tab.
2. Turn on Enable Integration.
3. Enter the API Username and API Secret Key.
4. Click Save Changes.
5. Click Test Connection. You should see “Successfully connected to Autotask”, and the status changes to Connected to Autotask.

Caution

Save before you test. Test Connection checks the credentials that are already saved, not what’s typed in the boxes.

The rest of the settings appear once the connection is working. To change the secret later, type the new one and save. Leave the box blank to keep the current one.

Set who owns records in Autotask

Every company and opportunity created in Autotask needs an owner. Under Object Owner Mapping:

• Match each Gabriel User to an Autotask User.
• Pick a Default Owner. It’s used when a record’s Gabriel user isn’t mapped.

Gabriel uses the company’s account manager, or the opportunity’s assignee, to choose the owner. The owner is only set when the record is first created in Autotask.

If no owner can be found, the push stops with a message asking you to map the user or set a Default Owner.

Map company types

Under Company Type Mapping, choose which Autotask Company Type each Gabriel Company Type becomes. This is used every time a company is pushed.

Unmapped companies imported from Autotask keep their original Autotask type. Other unmapped companies become Customer.

Import from Autotask

Choose what to import

Under Import Settings:

• Company Types to Import: tick the Autotask types you want. Leave them all unticked to import every type.
• Import Contacts: also bring in each company’s contacts.
• Import Locations: also bring in each company’s addresses.
• Include Inactive: also bring in inactive companies and contacts.

Click Save Changes. Import Locations and Include Inactive aren’t remembered, so set them again each time you import.

Run the import

Under Import from Autotask, choose one:

• Preview & Select: see the companies first and choose which to bring in. Companies already in Gabriel are labelled Already in Gabriel. Expand a company to choose its contacts. Then click Import N Selected.
• Import All: import everything that matches your settings straight away.

Importing with contacts can take up to a minute. When it finishes you’ll see how many records were imported, skipped and not imported.

What comes across

Record	Fields
Company	Name, phone, website, active status, company type, industry
Contact	First and last name, email, phone, title, active status
Location	Saved as an Office address on the company: name, street, city, state, ZIP, phone

• Company types and industries are matched to Gabriel’s by name. Anything without a match is added to Gabriel.
• Websites: if a company has none in Autotask, Gabriel uses the most common email domain among its contacts.
• Company addresses only come across when Import Locations is on. Imported addresses are set to the United States.

Duplicates and re-imports

• Gabriel recognizes a company only by its link to Autotask. A company that was added to Gabriel by hand isn’t matched by name. Importing it creates a second copy, so push or link it from Gabriel first (see below).
• Companies and contacts that were already imported are skipped, not updated. New contacts on those companies are still added.
• A contact’s email address can only belong to one contact in Gabriel. In the preview, contacts whose email is already in use are left unticked and marked Duplicate email. Tick Import anyway to bring them in.

Imports never send anything back to Autotask.

Push a company to Autotask

1. Open the company and click … (more actions).
2. Click Push to Autotask, or Sync to Autotask if it’s already linked.
3. Choose what goes with it:
   • Sync Contacts (on by default): sends every contact on the company.
   • Sync Opportunities: sends the company’s opportunities that have an expected close date.
4. Click Continue (or Sync Now for a linked company).

If Autotask already has a similar company, Gabriel shows Potential Duplicate Found with the matches:

• Link & Update links to that company and overwrites its name, phone, website, address and type with Gabriel’s.
• Create New makes a new company in Autotask.

When it’s done, the company shows Autotask-linked under its name. A completed activity records the push and the Autotask ID.

What’s sent: name, phone, website, primary address, active status and company type. On first push, the owner is sent too.

A company needs a phone number before it can be pushed.

Caution

Contacts are sent without checking Autotask for duplicates. If you link to an existing Autotask company that already has the same people, turn off Sync Contacts, or you may end up with two copies in Autotask.

Push an opportunity to Autotask

Open the opportunity, click …, then Push to Autotask (or Sync to Autotask).

• The option appears once the opportunity’s company is linked to Autotask.
• It’s greyed out until the opportunity has an expected close date.

What’s sent: title, description, amount, probability, monthly recurring and one-time amounts, expected close date, closed date and primary contact. New opportunities start in Autotask’s default status and stage.

Gabriel’s stage and won/lost status are not sent. Moving a deal in Gabriel doesn’t move it in Autotask.

Contacts

Contacts reach Autotask through their company. Push or sync the company with Sync Contacts on, and its contacts are created or updated in Autotask.

Automatic updates

Turn on Enable auto-sync under Auto-Sync to Autotask to send changes automatically. After that, editing a company or opportunity that’s already linked updates it in Autotask.

• Auto-sync only updates records that are already linked. New records still need one manual push first.
• To update contacts, sync their company with Sync Contacts on.
• If an update fails, Gabriel retries it automatically for about 11 hours, then stops. Failed automatic updates aren’t shown in Gabriel. If a record looks out of date in Autotask, open it in Gabriel and sync it by hand to see the error.

Turn the integration off

Turn off Enable Integration and click Save Changes. Imports, pushes and auto-sync stop. Records keep their link to Autotask, so turning it back on picks up where you left off.

Caution

Don’t switch to a different Autotask account by changing the API username. Records stay linked to the old account’s IDs. Contact Gabriel support first.

Limitations

• One direction. Changes in Autotask don’t come back to Gabriel, and re-importing doesn’t update records you’ve already imported.
• Opportunities, tickets and contracts can’t be imported.
• Large accounts. Import All brings in up to 500 companies, and Preview & Select shows up to 100. Use Company Types to Import to split a large account into smaller imports.
• Fields are fixed. Only owners and company types can be mapped. Mobile phone and Autotask custom fields (UDFs) aren’t synced.
• Opportunity categories that require extra fields in Autotask aren’t supported yet. Autotask will reject those pushes.
• New company types added in Autotask can take up to a day to appear in Gabriel.
• Automations can’t create Autotask records yet.
• ConnectWise is coming soon.

Troubleshooting

Message	What to do
“API username not configured” or “API secret not configured”	Enter the credentials, click Save Changes, then Test Connection.
“Failed to discover zone”	Autotask doesn’t recognize the username. Use the API Integration User’s username, ending in @yourdomain.autotask.net.
“API test failed: Status: 401” or “Autotask authentication failed”	The secret key is wrong, or the API user is inactive. Generate a new secret in Autotask, then save it.
“Autotask API access denied” or “API test failed: Status: 403”	The API user’s security level is too low. Give it access to companies, contacts and opportunities.
“Autotask Integration Code is not configured”	Gabriel needs to finish setup on our side. Contact Gabriel support.
“Phone number is required”	Add a phone number to the company, then push again.
“No Autotask owner could be determined”	Map the user under Object Owner Mapping, or set a Default Owner.
“Its company hasn’t been synced yet”	Push the opportunity’s company first.
“An expected close date is required”	Set the opportunity’s expected close date.
“Could not resolve default opportunity status/stage”	The API user can’t read opportunity settings in Autotask. Raise its security level.
“Autotask validation error”	Autotask rejected the record, usually because of a field Autotask requires or an inactive owner. The message says which field.
“Autotask API rate limit exceeded”	Autotask is limiting requests. Wait a few minutes and try again.
“Autotask integration is not enabled”	An admin needs to turn on Enable Integration.
“Failed to preview export company to Autotask”	Usually means Autotask isn’t connected. Ask an admin to check Test Connection.
“Autotask acceptance needs review” or “An Autotask create is already reserved”	A previous push may have reached Autotask without Gabriel hearing back. Gabriel won’t send it again, to avoid a duplicate. Contact Gabriel support.