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Autotask Integration

Connect Palisade to Autotask to automatically import domains, create tickets, and synchronize billing.

Step 1: Create an API User​

  1. In Autotask, navigate to Admin > Resources.
  2. Click New and select API User.
  3. Configure the API user:
    • Set the Security Level to API-only.
    • Click Generate Key and Generate Secret to create the API credentials.
    • Set the API Tracking Identifier to Palisade.
  4. Save the API user.
tip

Copy your API Key and Secret immediately after generation. These credentials may not be accessible again later.

Step 2: Activate the Integration​

  1. Navigate to Admin > Extensions & Integrations > Integration Center.
  2. Find Palisade Email in the list of available integrations.
  3. Click Activate to enable the integration.

Step 3: Create a Service for Billing​

To synchronize billing between Palisade and Autotask, create a recurring service:

  1. Create a new recurring Service in Autotask designated for Palisade billing.
  2. This service will be used to automatically sync domain counts between platforms.
  3. As domains are added or removed in Palisade, the billing quantities update automatically in Autotask.

Completing the Setup in Palisade​

  1. In Palisade, navigate to the Integrations page.
  2. Select Autotask as your PSA.
  3. Enter your API credentials:
    • API Key
    • API Secret
    • API Tracking Identifier (should be Palisade)
  4. Click Connect to establish the connection.
  5. Configure the integration settings:
    • Configure billing service -- Select the recurring service you created in Step 3.
    • Select ticket queue -- Choose which Autotask queue Palisade tickets should be created in.
    • Map statuses -- Map Palisade ticket statuses to your Autotask status workflow.
    • Map priorities -- Map Palisade priority levels to your Autotask priorities.
    • Import clients -- Pull your Autotask client list into Palisade and map organizations.

Verification Checklist​

After completing the setup, verify the integration is working correctly:

  • Connection status shows as Connected on the Integrations page
  • Client organizations are mapped correctly
  • A test ticket can be created in Autotask from Palisade
  • Ticket statuses update correctly in both directions
  • Billing service reflects the correct domain count
  • Domain import pulls the expected client domains