Autotask does not provide a way through their API to access a ticket update webhook but they do support Zapier. For access to the Autotask application, Zapier requires that you be on a paid plan. -- So until Autotask supports this feature via the API, Zapier is the only way to achieve this functionality. More information on Zapier's pricing can be found at https://zapier.com/app/billing/plans.
Ticket updates send a broadcast message (viewable in the CloudRadial web app or desktop app) to the user whose ticket was just updated with a new or updated ticket note. Depending on the timing of the Zapier webhook and system activity it can take up to 30 minutes for updates to appear to users.
In this guide, we'll be using Zapier to establish this connection. We'll be following 2 main steps:
- Creating the zap (the Zapier webhook connection)
- Configuring the zap trigger
- Configuring the zap action
Step 1: Creating the Zap (the Zapier Webhook Connection)
Why are we doing this? At the time of writing, there is no native way between CloudRadial and Autotask to trigger ticket updates through broadcasts. We'll be relying on Zapier to pick up the workflow and carry it into CloudRadial so that it can be read and disseminated to your clients.
- Log into an existing Zapier account or create a new one
- Click on Make a Zap at the top-left of the nav menu
- Click the top left Name your zap text and call the zap whatever you like
Step 2: Configuring the Zap Trigger
Why are we doing this? We need to create a trigger that reads into Autotask first before we can have it take an action in CloudRadial.
- Fill out the first 1. When this happens section
- Under Choose App & Event, search and select Autotask
- Under Choose Trigger Event, select New or Updated Ticket Note
- Select Continue
- Click the Sign in to Autotask button to tie the connection together
- Enter your username and password and click Yes, Continue
- Your account will be stored in Zapier - press Continue to carry on
- Zapier will test to see if it can pull a ticket note, so press Test trigger and see if it can find the latest note
- If it finds the latest ticket notes, move on
- If it fails to find ticket notes, ensure the email used has adequate permissions within Autotask
Step 3: Configuring the Zap Action
Why are we doing this? Now that we have a trigger, we'll let Zapier inform CloudRadial that the broadcast message needs to happen.
- Fill out the second 2. Do this ... section
- Under Choose App & Event, search and select Webhooks by Zapier
- Under Choose Action Event, select POST
- Select Continue
- Under Customize Request:
- Set the URL to the Ticket Update Broadcast URL shown on your Partner Settings page in CloudRadial.
- Set the Payload Type to be Json
- Under Data, write ticketID (must match exactly)
- Select the empty field next to Data - type in "ticket" and type ticket ID in the search box
- Select the ticket ID that appears
- For Wrap Request in Array, leave it as No
- For Unflatten, change it to No
- For Headers, write in Content-Type in the first field (must match exactly)
- Select the empty field next to Headers - type in application/json
- When complete, the fields should look similar to the image below:
- Select Continue to move on to testing
- Click on Test & Review to test the zap
- Once successful, click Turn on Zap to finalize the process
Note: If you receive an error for "This Autotask step is pending because it returned too many items at once.", this most likely means that you are using all of your Zaps and need to upgrade your account.