Autotask Ticket Notes & Attachments

Autotask Ticket Notes, Attachments, and Charges

Overview

Beyond the core ticket record, Autotask tickets accumulate notes (internal/external communications), file attachments, and charges (labor and expenses billed directly to a ticket). This skill covers retrieval and management of these secondary ticket entities.

Anti-triggers

• The ticket record itself — status, priority, SLA, assignment — use autotask-tickets.
• Hours worked rather than a flat charge — time entries and ticket charges are separate billing paths; use autotask-time-entries.
• Reimbursing a technician's out-of-pocket cost — that is an expense item, not a ticket charge; use autotask-expenses.

API Patterns

Ticket Notes

Get a Single Ticket Note

Tool: autotask_get_ticket_note

Parameters:

• id (required) — The ticket note ID

Returns the full note content including author, creation time, note type (internal/external), and HTML/text body.

Search Ticket Notes

Tool: autotask_search_ticket_notes

Key parameters:

• ticketId — Filter notes for a specific ticket
• noteType — Filter by note type (internal vs. external/visible to client)
• createdAfter / createdBefore — Date range
• page / pageSize — Pagination

Ticket Attachments

Get a Ticket Attachment

Tool: autotask_get_ticket_attachment

Parameters:

• id (required) — The attachment ID

Returns attachment metadata and base64-encoded file content.

Search Ticket Attachments

Tool: autotask_search_ticket_attachments

Key parameters:

• ticketId — Filter attachments for a specific ticket
• page / pageSize — Pagination

Ticket Charges

Get a Ticket Charge

Tool: autotask_get_ticket_charge

Parameters:

• id (required) — The ticket charge ID

Returns charge details including amount, description, billing status, and associated ticket.

Create a Ticket Charge

Tool: autotask_create_ticket_charge

Key parameters:

• ticketId (required) — Ticket to attach the charge to
• name (required) — Charge description
• amount (required) — Charge amount
• isBillable — Whether to bill to the client

Update a Ticket Charge

Tool: autotask_update_ticket_charge

Parameters:

• id (required) — Charge ID to update
• amount, name, isBillable — Fields to modify

Delete a Ticket Charge

Tool: autotask_delete_ticket_charge

Parameters:

• id (required) — Charge ID to delete

Use with care — deleted charges cannot be recovered.

Search Ticket Charges

Tool: autotask_search_ticket_charges

Key parameters:

• ticketId — Filter charges for a specific ticket
• isBillable — Filter by billability
• page / pageSize — Pagination

Common Workflows

Review All Activity on a Ticket

1. Use autotask_get_ticket_details to get the core ticket
2. Use autotask_search_ticket_notes with ticketId to retrieve all notes
3. Use autotask_search_ticket_attachments with ticketId to list files
4. Use autotask_search_ticket_charges with ticketId to see charges

Add a Charge to a Ticket

1. Verify the ticket exists with autotask_get_ticket_details
2. Call autotask_create_ticket_charge with ticket ID, name, amount
3. Confirm charge appears with autotask_search_ticket_charges

Export Ticket Notes for a Client Report

1. Use autotask_search_ticket_notes filtered by ticketId and noteType (external only)
2. Collect and format note bodies for the report

Notes

• Ticket note types determine client visibility — internal notes are not visible in client portals
• Attachments are returned as base64-encoded content; large files may impact response size
• Ticket charges are separate from time entries; use the time-entries skill for time-based billing
• Charges must be approved before appearing on invoices — see the billing skill for approval workflows