PSALive

Autotask PSA integration for support workflow with GenticFlow

Keep Autotask as the ticket record. GenticFlow handles the support workflow.

GenticFlow connects to Datto Autotask via bidirectional sync. Support requests are picked up instantly, investigated against the affected device, and technicians get the context, approved actions, and evidence needed to resolve them. Findings, actions, and resolution notes are written back to Autotask. Autotask remains the system of record.

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What GenticFlow does with this integration

Bidirectional Ticket Sync

Webhook-based real-time sync
Status, priority, and queue sync in both directions
Resolution notes and comments posted automatically
Organization mapping and contact matching

Support workflow connected to your PSA

Password resets, printer issues, browser problems diagnosed with resolution proposed for approval
Approved device actions run through the GenticFlow agent
Full diagnostic log posted to the ticket
Ticket status updated in Autotask when resolved

From support request to device context and action

GenticFlow classifies support issues by type automatically
Approved device actions for password, printer, browser, email, VPN, and software issues
Device investigation gathers evidence from linked devices and posts findings
Knowledge base auto-answer for general inquiries

Built for Multi-Client Delivery

Per-client category controls - decide what gets handed over for each client
Multi-tenant visibility across all Autotask clients
Resolution notes post directly inside your PSA workflow
Escalations handed back to your technicians with full investigation context

How It Works

Connect your Autotask PSA instance

API credentials setup in under 5 minutes.

Choose which ticket categories to hand over

Start with passwords, printers, browsers. Expand at your own pace.

GenticFlow classifies support issues, investigates the device where needed, proposes approved actions, and records the outcome

Tickets are triaged by issue type. Supported types are diagnosed with resolution proposed for approval. The rest are investigated with diagnostics posted as notes.

Outcome and evidence written back to Autotask

Notes, comments, and status updates appear in your PSA automatically.

Keep Autotask PSA as the system of record.

Autotask PSA stays the ticket record. GenticFlow gives technicians the device context, approved actions, remote support, and evidence needed to resolve support issues faster, then writes findings and resolution notes back.