Setting up the Autotask integration

NAVIGATION  Left navigation menu > Apps > Autotask

This article outlines the process of setting up the Kaseya Quote Manager integration with Autotask. For an overview of the integration, refer to Autotask integration overview. Key conditions to note about the integration between Kaseya Quote Manager and Autotask are:

  • You can connect a single Kaseya Quote Manager instance to a single Autotask instance (and vice versa).

  • If an existing connection to Autotask fails or is disrupted (for instance, the Autotask credentials change), then you can reconnect the given Autotask instance without issue. Refer to Reconnecting Kaseya Quote Manager to Autotask.

  • If you delete an existing connection to Autotask and establish a connection to a different Autotask instance, then all previous synchronization information is removed from the Kaseya Quote Manager database - this allows fresh synchronizations to occur with the new Autotask instance.

Process steps

The process of setting up and configuring the Autotask integration requires several steps in both Autotask and Kaseya Quote Manager, as well as familiarizing yourself with sync behaviors and deciding on the product invoicing workflow:

  1. Before commencing this process

  2. Setup steps in Autotask

  3. Setup steps in Kaseya Quote Manager

Before commencing this process

  • Decide what Product invoicing workflow you are going to use for your Autotask integration. Are you going to employ product invoicing in Autotask or product invoicing in Kaseya Quote Manager?

  • Familiarize yourself with Sync behaviors, including sync timing, sync error reporting, the different scenarios involved when synching a Kaseya Quote Manager quote as an opportunity in Autotask, and the different scenarios involved when syncing a Kaseya Quote Manager sales order as a ticket in Autotask.

Setup steps in Autotask

Do the following in Autotask when setting up a Kaseya Quote Manager integration with Autotask:

  • Confirm that the Quoting feature is enabled. Even if quotes are created in Kaseya Quote Manager, quote data is saved in Autotask. If the Kaseya Quote Manager integration were ever disabled, Quote Manager quotes could be accessed in Autotask. Refer to Activations.
  • Optionally, enable the Quoting Prompt feature. When this option is selected, for a transition time, users will be asked if they want to create an Autotask quote or a Kaseya Quote Manager quote. If not selected, all new quotes will be created in Kaseya Quote Manager. Refer to Selecting a quoting tool.
  • Follow the authorization flow to authorize the integration.

Setup steps in Kaseya Quote Manager

Do the following in Kaseya Quote Manager when setting up a Kaseya Quote Manager integration with Autotask:

  1. Connect Kaseya Quote Manager to Autotask. Install the Autotask app and connect it to your Autotask database.
  2. Determine what to sync to and from Autotask.
  3. Familiarize yourself with How item types are mapped from Kaseya Quote Manager to Autotask.
  4. Review the Differences between services in Autotask and services in Kaseya Quote Manager.
  5. Enable and configure sync entities. Set up your sync options for organization, opportunity and ticket.
  6. Configure sales workflow settings. You can generate invoices in both Autotask and Kaseya Quote Manager. Here, you select the type of documents you will create and how you will communicate with your organizations.
 

In your Kaseya Quote Manager Admin Center, complete the following steps to connect the Autotask app:

  1. Go to the Apps page and click the Autotask tile.

  2. Click Install app.

  3. Click Connect to Autotask.

  4. Log in to your Autotask instance.

  5. Click Authorize to authorize Kaseya Quote Manager to integrate with your Autotask instance.

    The sync configuration page opens, showing the synchronization status between Kaseya Quote Manager and Autotask. Notice that the syncing of specific items is still disabled after you have connected Kaseya Quote Manager to Autotask.

If the link between Kaseya Quote Manager and Autotask fails, then reconnect as follows:

  1. Go to the Apps page and click the Autotask tile.
  2. Click Connect to Autotask.
  3. Log in to your Autotask instance.
  4. Click Reauthorize.

    The sync configuration page opens, showing the synchronization status between Kaseya Quote Manager and Autotask.

Refer to Disconnecting an app integration.

What you will sync to and from Autotask and how you configure your settings will depend largely on how you will be using Autotask and Kaseya Quote Manager and your organization profile.

Option 1:

  • Your company is primarily providing managed services.
  • You are invoicing your organizations from Autotask or an application not supported by Kaseya Quote Manager.
  • You do not have an Online Store.
  • You do sell hardware and software, but mostly in conjunction with the services you are providing.
  • Your main reason for enabling the integration is to get a stronger quoting and procurement application.

Your workflow will look something like this:

  1. Your organization data is kept in Autotask. Autotask companies are selectively synced to Kaseya Quote Manager.
  2. When an organization requests a quote, you likely will launch the quote from within Autotask and possibly from an existing opportunity.
  3. Your service offerings have been added/synced to Kaseya Quote Manager under your own brand and are available in Quote Manager.
  4. You generate the quote for products and services in Kaseya Quote Manager and send it to your organization.
  5. In Autotask, the Kaseya Quote Manager Insight is updated in real time, so you do not have to leave Autotask to find out about the quote status.
  6. When the quote is won, you will launch the Won Opportunity Wizard in Autotask. You will use it to set up a recurring service contract for the quoted services, convert a project proposal to a client project, and add any quoted products to the contract, project, or a ticket to be invoiced in Autotask.

IMPORTANT  Generally speaking, we recommend that you sync to opportunities in Autotask. Syncing sales to opportunities allows you to more easily create recurring services contracts and product invoices.

Option 2:

  • Your company is primarily providing hardware and software.
  • You are invoicing your organizations from Kaseya Quote Manager, QuickBooks Online, or Xero.
  • You would like to improve the tracking of labor and services with Autotask.

Your workflow will look something like this:

  1. Your organization data is kept in Kaseya Quote Manager. Kaseya Quote Manager companies are selectively synced to Autotask.
  2. When an organization requests a quote, you likely will launch the quote from within Kaseya Quote Manager and select or create an Autotask opportunity.
  3. Your service offerings have been added/synced to Kaseya Quote Manager under your own brand and are available in Quote Manager.
  4. You generate the quote for products and services in Kaseya Quote Manager and send it to your organization.
  5. In Autotask, the Kaseya Quote Manager Insight is updated in real time, so you do not have to leave Autotask to find out about the quote status.
  6. When the quote is won, you will launch the Won Opportunity Wizard in Autotask. You will use it to set up a recurring service contract for the quoted services, convert a project proposal to a client project, and add any quoted products to the contract, project, or a ticket to be invoiced in Autotask.

IMPORTANT  If you sell a high volume of products, you may wish to sync tickets to enable billing of those products from tickets. If, however, you sell services in conjunction with products, we recommend that you leave the tickets sync disabled and instead sync to opportunities. Syncing sales to opportunities allows you to more easily create both recurring services contracts and product invoices. You will not be able to create contracts for services in Autotask if they are added to tickets instead of opportunities.

Products are synced from Kaseya Quote Manager to Autotask on an as-needed basis, that is, only when they appear in a quote or sales order that is transferred to Autotask. Before Kaseya Quote Manager will create a new product or service, it will attempt to match the item to an existing Autotask product or service.

The various synced items are mapped as follows:

Recurring? Kaseya Quote Manager quote line item type Autotask quote item type Sync behavior

Physical or Non-Physical Product

Product

Attempt to match an existing Autotask product using the Manufacturer Product Number field. If not found, do the following:

  • Create a new Autotask product with the Period Type field set to One-Time.
  • In the quote or sales order, create an Autotask Product line item that references the matched or created product using the Kaseya Quote Manager product Title as the line item description.

Physical or Non-Physical Product

Product

Attempt to match an existing Autotask product using the Manufacturer Product Number field. If not found, do the following:

  • Create a new Autotask product with the Period Type field set to the recurring option selected in Kaseya Quote Manager.
  • In the quote or sales order, create an Autotask Product line item that references the matched or created product using the Kaseya Quote Manager product Title as the line item description.

Service

Charge

Create an Autotask Charge line item using the Kaseya Quote Manager service Title as the line item description.

Service

Service

Attempt to match an existing Autotask service using the Title field. If not found, do the following:

  • Create a new Autotask service with the Period Type field set to the recurring option selected in Kaseya Quote Manager.
  • In the quote or sales order, create an Autotask Service line item that references the matched or created service using the Kaseya Quote Manager service Title as the line item description.

Shipping

Shipping

Create an Autotask Shipping line item using the Kaseya Quote Manager quote shipping details.

Payment Surcharge

Charge

Create an Autotask Charge line item using the Kaseya Quote Manager sales order payment surcharge details.

Service (synced from labor role in Autotask)

Labor

Create an Autotask Labor line item, referring to the associated Autotask labor, using the Kaseya Quote Manager service Title as the Item Name.

IMPORTANT  Recurring, and the recurrence interval, are attributes of Kaseya Quote Manager products and services that can be changed at any time. This will impact item mapping. A recurring service changed to non-recurring will be mapped to a new charge for the next transfer. The previously mapped Autotask service will be orphaned.

A service in Autotask is not exactly the same thing as a service in Kaseya Quote Manager.

  • In Autotask, services are by definition recurring on a monthly, quarterly, semi-annual, or yearly basis.
  • Services in Kaseya Quote Manager can be either recurring or non-recurring, but only recurring services are synced to Autotask.
  • A semi-annual period type is not supported.
  • Bundles in Kaseya Quote Manager are not the same thing as bundles in Autotask. They can include both products and services and are not supported in Autotask.
  • Service bundle syncing is one-way from Autotask to Kaseya Quote Manager.

Synced fields are mapped as follows:

Autotask Kaseya Quote Manager

Name

Title

Unit Price

Price

Period Type

Settings > Recurring

NOTE  If you change a service in Kaseya Quote Manager from recurring to non-recurring on the product detail page in the Admin Center, the sync to that service in Autotask is disabled.

Unit Cost

Cost

Description

Description

NOTE  The service description is initially copied from Autotask to Kaseya Quote Manager, but an edited description in Kaseya Quote Manager does not sync back to Autotask.

Services synced from Autotask are created with the Online store setting disabled. If you would like to make services synced from Autotask available in your Online Store, complete the following steps:

  1. From the left navigation menu, click Products > All Products.
  2. Search for the service and click its MPN to open the product detail page.
  3. In the Settings section, turn on the Online store toggle.

  4. In the upper-right corner of the page, click Save.

Once added to Kaseya Quote Manager, services can be accessed and managed from your Products landing page. Filter the product listing by Type is Service to find them.

For more information about setting up service SKUs in Kaseya Quote Manager, refer to Adding and managing products and services.

For detailed information about enabling and configuring the sync entities, refer to the following:

Autotask services and labor roles will automatically sync to/from Kaseya Quote Manager services. Refer to How item types are mapped.

The billing codes that determine the tax categories of synced items are selected on the Opportunities and Tickets sync configuration pages. Refer to When an item is quoted or sold (opportunity) and When an item is quoted or sold (ticket).

If you plan to create invoices in Autotask for products sold, you should configure Kaseya Quote Manager to issue sales orders instead of tax invoices. Complete the following steps to do so:

  1. From the left navigation menu, click Settings > Sales > Display document as a Sales Order.
  2. Also in the Order processing section, Send order confirmation to organization is selected by default. As long as you do not clear this check box, Kaseya Quote Manager will email an order notification to your organization (either an invoice or a sales order, depending on which option you select for When an order is viewed). Organization contacts that have the Send invoices to this contact check box selected will receive the email. Refer to Contact in Creating and managing organization accounts.
    If you prefer that order notifications are not sent to your organization, clear the Send order confirmation to organization check box.
  3. In the upper-right corner of the page, click Save.