AI Voice Agent for Autotask PSA

From Call to Autotask Ticket in Under 90 Seconds

When a client dials your support number, MSP Triage picks up immediately and walks through a structured triage script. The AI collects the caller's name, company, affected device or service, issue description, and urgency level. The moment the call concludes, MSP Triage posts the gathered data directly to the Autotask REST API and creates a ticket populated with every field your team needs to take action.

Your Autotask queue gets a complete ticket while the client is still reading the confirmation text. No dispatcher bottleneck, no data entry lag, no missed fields.

What MSP Triage Writes into Autotask

• Account and contact matched from your Autotask CRM by caller ID or verbal lookup
• Ticket title and description drafted from the triage transcript
• Issue type and sub-category mapped to your Autotask taxonomy
• Priority automatically set based on urgency cues in the conversation
• Full call transcript attached as a note on the Autotask ticket
• SLA clock started at call completion time, not dispatcher review time

Why Autotask MSPs Trust MSP Triage

Autotask PSA is designed around workflow automation, but that automation only delivers value when the tickets feeding it are accurate. Human dispatchers introduce variability — a rushed summary here, a missing priority there. MSP Triage applies the same triage logic to every call, so the tickets entering Autotask are consistently structured and complete.

MSPs using Autotask alongside MSP Triage eliminate dispatcher shifts for after-hours coverage, reduce mean time to respond during peak hours, and gain clean ticket data that improves Autotask reporting accuracy over time. The AI handles intake at scale; Autotask handles the rest.

Simple Setup, No Professional Services Required

Getting MSP Triage talking to Autotask takes an API key, a webhook endpoint, and about 30 minutes of configuration in your MSP Triage dashboard. You choose which Autotask queue receives AI-triaged tickets, define your priority mapping, and go live. No middleware, no custom scripts, no engagement with a solutions architect.

Configuration changes made in the dashboard apply immediately. You can update your Autotask queue routing, adjust category mappings, or tune urgency thresholds without touching any code or raising a support ticket.