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Datto Autotask

Enterprise MSP PSA,
extended with identity.

MSP Process bolts 14 service-desk capabilities directly into Datto Autotask — voice, identity, communications, scheduling, automation, and secure data — with bi-directional ticket, contract, and time-entry sync, and a verified caller attached to every record. One platform replacing 6–8 standalone vendors, native to Autotask.

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14
Capabilities inside AT
Bi-dir
Real-time sync
Contract
Aware routing
Native
Field mapping

The gap. And how we close it.

Datto Autotask is the enterprise MSP PSA — but every helpdesk request still arrives without a verified caller. MSP Process puts identity, intake, and automation in front of every Autotask ticket.

Autotask alone

Enterprise PSA. Unverified front door.

  1. 01Email or portal request opens a ticket — no caller identity captured.
  2. 02Tech runs the request on trust alone. After-hours calls go to voicemail.
  3. 03Password reset, remote session, or data transfer executed — no MFA challenge logged.
  4. 04Audit shows the resource who acted. It does not show who actually called or how they were verified.
Autotask + MSP Process

Verified intake, end-to-end automation.

  1. 01AI Voice answers or any of 8 channels intake. Caller identity captured at the door.
  2. 02MFA push fires (Authenticator / Duo / Photo ID). TriageAssist assigns issue type, sub-issue, priority, and contract SLA.
  3. 03Autotask ticket auto-created with verified caller, transcript, AI notes, and the right queue.
  4. 04Audit row written to the ticket: who, how, when, on what device, with a billable time entry against the right work type.

14 MSP Process capabilities, native to Autotask.

Every product writes back to the Autotask ticket of record. One platform, one audit trail, replacing the long tail of standalone vendors bolted onto your PSA today.

AI Voice Agent

24/7 AI tech answers every call, verifies the caller, opens the Autotask ticket, and writes the time entry — before a human picks up.

Voice

End User Verification

13 methods (Authenticator, Duo, SMS, Photo ID, secure links, biometric) embedded across every channel that hits Autotask.

Identity

Reverse Tech Verification

Patent-pending. Clients verify your tech in one tap before granting remote access — logged to the originating Autotask ticket.

Identity

Teams Chat Ticketing

Branded MSP app inside Microsoft Teams. Every chat becomes an Autotask ticket with verified identity. KB and invoices in-line.

Channels

Two-Way SMS & MMS

Send and receive SMS / MMS directly inside the Autotask ticket. Photos for diagnosis. No personal numbers. Every thread auto-attached.

Channels

WhatsApp Messaging

Two-way WhatsApp ticketing with read receipts and media — threaded into the Autotask ticket with full verification chain.

Channels

Client Portal & Mobile App

Branded MSP portal & mobile app per client. Tickets, KB, invoices, two-way verification — all Autotask-synced.

Channels

TriageAssist

AI categorization on every inbound Autotask ticket. Issue type, sub-issue, priority, contract SLA, and suggested resource applied automatically.

Automation

ScheduleAssist

Verified self-service scheduling. EUV runs before the slot is confirmed; appointment writes back to Autotask as a scheduled service call.

Automation

On-Call Scheduling & Escalation

Rotation-aware paging from Autotask. Severity-based routing, primary → secondary → manager if no ack in 5 minutes.

Automation

Password Reset

PSA-native verified password resets. Credentials force-reset in Entra ID, AD, or your IdP — never spoken aloud, never emailed.

Security

Secure Data Sharing

Brandable, single-use, time-boxed secure links for credentials and sensitive files — replaces PwPush, logged to the Autotask ticket.

Security

SMS Broadcast

Pick any Autotask account group, send an outage / maintenance / all-clear blast in seconds. Stop the inbound ticket flood before it starts.

Comms

Outbound Notifications

Multi-channel client updates (SMS, voice, Teams, email) triggered by Autotask ticket events. Verified delivery + audit.

Comms

How the integration works.

Five steps from connect to verified. Most Autotask MSPs are live and writing verified records back the same day.

  1. API Connect

    Connect Autotask via API user / secret — MSP Process scoped to tickets, accounts, contacts, contracts, and time entries.

  2. Webhook Subscribe

    Autotask notification subscriptions registered for every event type. Sub-second propagation in both directions.

  3. Field Mapping

    Issue type, sub-issue, queue, status, and user-defined fields mapped to MSP Process workflows out of the box. No custom scripts.

  4. Verify Inline

    Every inbound channel triggers EUV automatically — Authenticator, Duo, SMS, or Teams push on the registered device.

  5. Sync Back

    Verification chain, AI notes, transcript, recording, and time entry all written back to the Autotask ticket as structured fields — audit-ready.

Deep PSA integration. Every object. Both directions.

MSP Process speaks fluent Autotask — not just tickets. Eight first-class objects sync bi-directionally so every workflow respects your existing PSA structure.

Tickets & Service Calls

Create, update, complete, and resolve. Queue, status, issue type, sub-issue, and source preserved end-to-end.

Tickets

Accounts, Contacts, Locations

Lockstep sync of the Autotask account tree. Per-location routing and per-contact verification preferences supported natively.

Records

Contracts & SLAs

Contract-aware routing. TriageAssist respects block-hour, per-ticket, and recurring service contracts when assigning priority and SLA.

Contracts

Time Entries

Voice-captured and AI-extracted time entries write back as billable on the right work type, role, and contract.

Time

Resources & Roles

Autotask resource roles and queue membership drive routing and on-call rotations. SSO supported via Entra / Okta.

Resources

Configuration Items

CI lookup by serial, hostname, or end-user device. Asset context pre-joined to every ticket for faster diagnosis.

Assets

Notifications & Hooks

Autotask notification subscriptions drive MSP Process actions in real time. Sub-second propagation across every workflow.

Events

Audit & Reporting

Identity chain, verification method, transcript, and full action log attached to every Autotask ticket. Auditor-ready out of the box.

Audit

Your Autotask investment. 14× extended.

Connect the API in minutes. Every helpdesk request flows through verified identity — without ever leaving Autotask. Replace the long tail of bolt-on vendors with one platform that speaks fluent AT.

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