Autotask CRM

Autotask CRM Management

Overview

Autotask CRM manages the core entities that define your client relationships: companies (accounts), contacts, and sites. Proper CRM data is foundational - tickets, contracts, projects, and billing all depend on accurate company and contact information.

Anti-triggers

• The same client as a documentation record — use itglue-organizations, and itglue-contacts for the people.
• The client's grouping in monitoring or SOC tooling — Datto RMM calls it a site (datto-rmm-sites), RocketCyber calls it an account (rocketcyber-accounts). Neither shares IDs with an Autotask company.
• Kaseya BMS accounts and contacts — a separate PSA with its own client records; use kaseya-bms-api-patterns.

Key Concepts

Company (Account)

The primary entity representing a client organization.

Company Types

Contact

Individual people at a company.

Site/Location

Physical locations for a company (for on-site service).

API Patterns

Creating a Company

POST /v1.0/Companies
Content-Type: application/json

{
  "companyName": "Acme Corporation",
  "companyType": 1,
  "phone": "555-123-4567",
  "address1": "123 Main Street",
  "city": "Springfield",
  "state": "IL",
  "postalCode": "62701",
  "country": "United States",
  "webAddress": "https://acme.example.com",
  "ownerResourceID": 29744150
}

Searching Companies

GET /v1.0/Companies/query?search={"filter":[{"field":"companyName","op":"contains","value":"acme"}]}

Common Search Patterns

Search by name:

{
  "filter": [
    {"field": "companyName", "op": "contains", "value": "acme"}
  ]
}

Active customers only:

{
  "filter": [
    {"field": "companyType", "op": "eq", "value": 1},
    {"field": "isActive", "op": "eq", "value": true}
  ]
}

Companies by account manager:

{
  "filter": [
    {"field": "ownerResourceID", "op": "eq", "value": 29744150}
  ]
}

Updating a Company

PATCH /v1.0/Companies
Content-Type: application/json

{
  "id": 12345,
  "phone": "555-987-6543",
  "webAddress": "https://newsite.acme.com"
}

Creating a Contact

POST /v1.0/Contacts
Content-Type: application/json

{
  "companyID": 12345,
  "firstName": "John",
  "lastName": "Smith",
  "emailAddress": "john.smith@acme.example.com",
  "phone": "555-123-4567",
  "mobilePhone": "555-987-6543",
  "title": "IT Director",
  "isActive": 1,
  "isPrimaryContact": true
}

Searching Contacts

Contacts for a company:

{
  "filter": [
    {"field": "companyID", "op": "eq", "value": 12345},
    {"field": "isActive", "op": "eq", "value": 1}
  ]
}

Search by email:

{
  "filter": [
    {"field": "emailAddress", "op": "eq", "value": "john.smith@acme.example.com"}
  ]
}

Creating a Site

POST /v1.0/CompanyLocations
Content-Type: application/json

{
  "companyID": 12345,
  "name": "Main Office",
  "address1": "123 Main Street",
  "city": "Springfield",
  "state": "IL",
  "postalCode": "62701",
  "country": "United States",
  "isPrimaryLocation": true,
  "isActive": 1
}

Common Workflows

Client Onboarding

1. Create company record

   • Set company type to Customer
   • Assign account manager
   • Add billing information

2. Create primary contact

   • Mark as primary contact
   • Verify email address

3. Create site(s)

   • Add all service locations
   • Mark primary location

4. Set up contract

   • Associate with company
   • Define service levels

5. Configure billing

   • Payment terms
   • Tax information

Contact Management

1. Verify before creating

   • Search for existing contact by email
   • Check for duplicates

2. Maintain accuracy

   • Update titles when employees change roles
   • Mark contacts inactive when they leave
   • Add new contacts as needed

3. Track relationships

   • Note who can authorize work
   • Track technical vs billing contacts

Company Hierarchy

For MSPs managing parent/child company relationships:

1. Create parent company first
2. Create child companies with parentCompanyID
3. Contracts can roll up to parent
4. Reporting aggregates by hierarchy

Error Handling

Common API Errors

Validation Errors

"CompanyName is required" - Company name cannot be empty or null

"Invalid companyType" - Must use valid company type ID from picklist

"Email already exists" - Contact with this email already exists

Best Practices

1. Standardize naming - Use consistent company name formats
2. Maintain data quality - Regular audits of contact information
3. Use classifications - Categorize companies for reporting
4. Track account managers - Assign ownerResourceID for accountability
5. Document relationships - Use notes for key account information

Related Skills

• Autotask Tickets - Service tickets for companies
• Autotask Contracts - Service agreements
• Autotask Projects - Project management