Magic Library1
Leave this screen open.
Leave this screen open, we will come back to it later.
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Open a new browser tab to configure the API user.
Open a new browser tab or window to continue to the next step, configuring the API user.
1. Configure the Security Level for the API User
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Log-in to Autotask.
Log-in to Autotask:
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Open Admin → Account Settings & Users.
Go to Admin section of the menu and open Account Settings & Users page
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Select Security Levels.
Select Security Levels item from Resources/Users (HR) -> Security section
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Copy the API User (system) (API-only) role.
Select Copy item from the menu of API User (system) (API-only) role
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Change the Name field.
On the opened window, change Name field to “API User (system) with Webhooks”
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Enable Can create Webhooks and set the maximum to 50.
Then go to the Other section and enable Can create Webhooks setting. Make sure to write 50 to the “Maximum number of Webhooks” field
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Enable Resource and Contact Impersonation permissions.
Next, navigate to the Web Services API section. Under Resource Impersonation, check all the permissions indicated in the screenshot below. Do the same for Contact Impersonation.These settings are used to impersonate your users so if they respond to a customer via Inbox, Teams or Slack, the notes update as them in Autotask. In a later step, we will also configure your user security levels so that the API user we create here can impersonate them.
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Save & Close, then return to Account Settings & Users.
Once all the impersonation settings are configured, click Save & Close button to save the role. After that, click Back button to return to the Account Settings & Users page
2. Configure User Security Levels
In this section, you will need to reconfigure the security levels that each of your users are assigned to so that the platform can effectively impersonate these users for Service notes, time entries and more.This is what allows the user responses to customers from Inbox, Teams and Slack to show up as the user in Autotask rather than as the API account.
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Navigate to Security Levels.
In Autotask, Navigate to Admin -> Account Settings & Users -> Security -> Security Levels
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Filter the Active column to Yes (active).
Change the filter on the Active column to Yes (active)
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Identify the security levels that have resources assigned.
Each security level in the list will show how many resources are assigned to each. You only need to update each security level that has a resource assigned. API type security levels do not need to be updated, only security levels assigned to active users.
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Select the first in-use resource.
Start by selecting the first resource on the list that is in use and assigned to 1 or more resources.
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Edit that security level.
For that resource, click the menu button on the left (or right-click on it) and select Edit
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Allow impersonation of resources with this security level.
A window to edit that security level will pop up, scroll down to the Web Services API section and expand. Under Web Services API -> Resource Impersonation -> Check the box for Allow Impersonation of resources with this security level.
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Click Save & Close.
Click Save & Close.
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Repeat for each applicable security level.
Repeat steps 4-7 for each Security Level on the list that is assigned to a resource and not an API User type.
3. Create the Ticket Source
The ticket source is used for reporting to allow you to distinguish tickets created via the platform/chat from other tickets.1
Navigate to Sources.
In Autotask, Navigate to Admin -> Features & Settings -> Service Desk (Tickets) -> Sources
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Create a new Source.
Click the + New button to create a new Source
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Name the source Chat and mark it Active.
Enter in the Source Name “Chat”, enter a number for the Source Sort Order (this can be whatever you want) and check the Active box.
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Click Save.
Click Save when done.
4. Create the API User
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Open the Resources/Users page.
Open the Resources/Users page from Resources/Users (HR) section
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Select New API User.
Select “New API User” button from “New” button dropdown.
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Fill required fields and set the Security Level.
In the opened page fill all required fields with self-explanatory values. Make sure to select “API User (system) with Webhooks” in “Security Level” field.
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Generate the Key and Secret.
Click “Generate Key” and “Generate Secret” buttons in “CREDENTIALS” section. Store generated values somewhere as it will be required later for the integration.
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Select the Thread - Messaging integration vendor.
Select the “Integration Vendor” option from the list and select “Thread - Messaging” from the drop down list.
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Grant lines of business access.
From the “LINE OF BUSINESS” section, select one or many (or all) lines of business to grant the access to the integration account.
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Click Save & Close.
Click the “Save & Close” button.
5. Configure Thread with the API Information
Now that you’ve set up your API keys, it’s time to integrate Autotask with Thread! It’s time to take the information you saved in the previous steps and enter it into the web form.
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Enter your Company Name.
Company Name - Enter your company name
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Enter the Username (Key).
Username (Key) - Enter the Username (Key) that you saved in step 4.3 Create the API User.
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Enter the Password (Secret).
Password (Secret) - Enter the Password (Secret) that you saved in step 4.3 Create the API User.
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Choose whether to keep members in sync with PSA.
Keep members in sync with PSA
- Leave this checked to quickly enable your team’s access to thread.
- Uncheck this if you prefer to invite members individually. If you choose this option, you will be able to invite members later.
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Click Continue.
Once everything has been entered correctly, click Continue to proceed.
Next: Design your Customer Experience
Design your customer chat experience
Set up and personalize Thread Messenger for your clients.
See Integrations updates in the changelog.