Autotask PSA integration for support workflow with GenticFlow
Autotask keeps the ticket. GenticFlow is the endpoint step.
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.
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
- Verification confirms the endpoint reached the expected state before closure
- 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 investigates supported issues on the affected endpoint, runs approved fixes under policy, verifies the result, and writes findings and resolution notes back. Cases that need judgment reach technicians with complete evidence.
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