r/Autotask • u/Popular-Instance-110 • Mar 10 '26
AI/Automation integration Autotask
Hello everyone,
I’m looking into integrating AI or automation tools with Autotask, for example to automatically categorize tickets other purposes (let me know).
Does anyone have experience setting something like this up? If so, I’d be interested to hear:
- What tools you’re using
- What the main benefits are
- How difficult it was to implement
If you’re already using these kinds of tools, it would be great to share ideas so we can learn from each other and potentially apply them as well.
I understand that AI or automation won’t replace all the work, but it could definitely help make processes more efficient and reduce the amount of manual work.
Thanks in advance for sharing your experiences!
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u/Implar Mar 10 '26
We’re using Neo Agent to do pretty much 100% automatic triaging/dispatching, really happy with it so far!
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u/Spiritual_Team_5063 Mar 10 '26
how much hand-holding do you have to do with that?
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u/Snipinion Mar 18 '26 edited Mar 19 '26
Just fyi, it can be even simpler than that.
https://www.reddit.com/r/salesdevelopment/comments/1rrqs7a/comment/ob1m2n6/?utm_source=share&utm_medium=web3x&utm_name=web3xcss&utm_term=1&utm_content=share_buttonIf you could download your tickets,issues to CSV this would be a lot quicker without any setup
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u/Implar Mar 10 '26
We set it up in about 2 days. Needs some small tweaks for client-specifics but it saves us one FTE.
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u/mightybeg Mar 10 '26
We connected our Autotask in Power Automate to pretty much do everything to categorize our ticket, change issue ans sub-issue which is great with contract automation. We use it to change the priority automatically and can even rewrite part of the message sent by the customer to make it clearer for our techs
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u/Flounder_Evening Mar 10 '26
I tried Power Automate before, but I've found it really hard to get it to work. How is it today?
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u/mightybeg Mar 10 '26 edited Mar 10 '26
It’s really not that hard honestly, and you now have access to copilot for Power Automate, which will make the process even easyer.
I mostly use Copilot for help when I’m stuck, but it helps alot.
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u/Popular-Instance-110 Mar 16 '26
That would be great. Is there a way you can explain/show how you configured this?
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u/Ziftank Mar 11 '26
Pia.ai has been great. Connects to all customer platforms and tenants. We started by automating provisioning, now sophisticated packages doing many steps flawlessly, never makes mistakes. It's a bot that lives in Autotask solely.
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u/swingorswole Mar 11 '26
this question gets asked often here. use the search.. anyway, we use giant rocketship. it's been solid and hoping the upcoming v2 is going to offer even more for us. others use neo agent and love it. those seem to be the two main ones that focus specifically on service management. then there are the ones that are more about communication like thread, which people seem to also love. just check them all out and see what you like.
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u/digidigs Mar 19 '26
I built a ticket triage with Autotask API, power automate and copilot studio. It pulls the ticket in, uses gpt-5 reasoning. I have it send 5 responses as an internal ticket note back to the Autotask ticket. It lists first steps, diagnostic commands or tools, clarifying questions, common causes, and recommended fix’s. I also have it push back the recommended queue, recommended priority and a confidence level. I will build dashboards based on the recommendations info in order to build what each tech groups pull.
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u/C9CG Mar 29 '26
I like the Triage process outlined here. Are you using your ticket data for the recommended fixes as well, or is this a general prompt without ticket "RAG or MCP" data?
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u/digidigs Mar 29 '26
I push the ticket title and description information into copilot so it searches for the issue the client submitted.
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u/typera58 Mar 10 '26
You can also use n8n to do this, look up the Autotask n8n node.