Connecting your Autotask instance to CloudRadial ServiceAI enables you to import tickets and documentation for summarization, analysis, recommendations, and more.
Follow the instructions below to learn how to set up the API member for ServiceAI:
- Creating a Webhook-Enabled Security Level
- Creating and Configuring an API Key in Autotask
- Configuring Ticket Systems in ServiceAI
- Configuring Article Systems
- Using Triage With Autotask
- Setting Up the ServiceAI Insights Module in Autotask
Creating a Webhook-Enabled Security Level
- Log in to Autotask and navigate to the menu on the left, and click on Admin
- Under the Account Settings & Users tab, select Security Levels
- Locate API User (system) (API-only) and use the menu to the left of it to make a copy and do the following:
- Name the copy ServiceAI API User
- Under the Other dropdown, locate the Can Create Webhooks checkbox and enable it
- Set the maximum number of webhooks to 1
- Select Save & Close at the top
Creating and Configuring an API Key in Autotask
- While logged into Autotask, click on Admin
- Select Account Settings & Users
- Select Resources/Users
- Select the option for New API User via the downward arrow
- Fill out the necessary fields under the General area
- Set the First and Last Name to your preference
- Set the Email Address to your preference
- Set the Security Level to ServiceAI API User
- Note: This is the same security level we created in the previous step
- Set the Primary Internal Location to your preference
- Generate the API keys under the Credentials area
- Select the Generate Key button to generate a username key.
- Select the Generate Secret button to generate a password.
- Make sure to copy and paste these keys to a separate area since we'll be using them in ServiceAI momentarily.
- Select the vendor from the dropdown in the API Tracking Identifier section.
- Ensure that the Integration Vendor checkbox is selected.
- Scroll through the list to find and select CloudRadial - ServiceAI
- Select Save & Close at the top of this window once you've copied over both keys and ensured all fields are set correctly.
Configuring Ticket Systems in ServiceAI
Ticket Systems are the ServiceAI mechanism for gathering and analyzing ticket data for various functions. This is a core requirement to get the most value and insights from ServiceAI.
- Log in to ServiceAI and select the Settings gear at the top
- Select the Setup option
- Under Ticket System Configuration, select Autotask as your ticketing system and enter the required fields:
- API User Email: Enter your API username (this will be formatted like an email address that you created in an earlier step in Autotask)
- API User Password: Enter your API password created in an earlier step in Autotask.
- List of Ticket Queues: Enter the comma-separated list of service board(s) that you wish for ServiceAI to review
- Select Test Connection to ensure that the system is correctly provisioned for the setup of your Autotask to ServiceAI.
Select Save Changes at the bottom to finalize your setup.
Note and Time Entry Settings
The Autotask integration includes two settings that control which notes are pulled into ServiceAI during ticket sync. Both are found under the Autotask integration configuration in Settings > Integrations.
- Internal Note Types — A multi-select dropdown populated from your Autotask picklist values. Use it to choose which standalone internal note types should be imported alongside the public notes that always sync. Selections persist across sessions.
- Include Time Entry Internal Notes — When enabled (default), the Internal Notes field on time entries is included in the ticket history sync. Disable this if you only want the time-entry Internal Notes field excluded from imported history; other time-entry fields such as summary notes are unaffected. This setting is independent of the Internal Note Types selector and only governs the Internal Notes field on time entries.
ServiceAI imports client-facing email notes (Autotask note type 101) automatically — no configuration is required. Email notes appear in the imported ticket history alongside public task notes, task summaries, and client portal notes.
Configuring Article Systems
Article Systems are the ServiceAI mechanism for writing knowledge base articles to your KB of choice, which can help build a robust system of processes and information for end users and internal users alike.
- Log in to ServiceAI and select the Settings gear at the top
- Select the Setup button
- Under Article System Configuration, select Autotask and enter the required fields:
- API User Email: Enter your API username (this will be formatted like an email address that you created in an earlier step in Autotask - it's the exact same one as used for the tickets)
- API User Password: Enter your API password created in an earlier step in Autotask.
- Select Save Changes to finalize the setup of Autotask to ServiceAI.
In a few minutes, knowledge base data will begin to sync into the system.
Using Triage With Autotask
Once your Autotask ticket system is configured, ServiceAI's Triage feature can process incoming Autotask tickets automatically. Autotask triage uses the Unified Triage Rules model — a single set of rules drives routing, categorization, and assignment decisions in one combined AI analysis per ticket.
Webhook Registration
ServiceAI automatically registers a TicketWebhook in Autotask when Triage is enabled. The webhook name begins with "ServiceAI" and you can confirm it is registered using the Diagnostics blade — see Troubleshooting Triage Webhook Configuration. The API user's Security Level must have Can Create Webhooks enabled — this is included in the ServiceAI API User security level created during integration setup.
Autotask-Specific Triage Behavior
- Routing rules target Autotask Queues
- Categorization rules map to Autotask's Issue Type, Sub-Issue Type, and Ticket Category fields
- Triage can also set the Ticket Type field automatically — enable it under Triage Settings > Automatic Field Updates
- Picklist values for queue, type, and category fields are auto-discovered from your Autotask instance; no manual list maintenance is required
- Triage posts its decision as an internal note on the ticket. The Fast Feedback agent summary now also includes Related tickets and Related KB articles sections with PSA-native clickable links so the assigned technician can jump straight from the note to similar past tickets or to relevant knowledge base articles in Autotask.
For full details on enabling Triage, building rule sets, and viewing triage results, see All About ServiceAI's Triage Feature.
Setting Up the ServiceAI Insights Module in Autotask
After Autotask is connected for ticket sync and Triage, you can also embed AI Chat directly inside an Autotask ticket through Vendor Insights. The setup is covered in a dedicated article:
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