Getting started with SmileBack and Autotask

Set up the Autotask API connection

SmileBack connects to Autotask PSA with an API, this allows SmileBack to fetch information about service tickets and import contacts for NPS campaigns from your Autotask.

If you started using SmileBack for Autotask before October 2021 you would have used our older method that did not involve an API. You can use these instructions to upgrade to the fully-featured API integration.

Create a new API User

• Open the main Autotask menu and go to the Admin section, then Extensions & Integrations. Open the Other Extensions & Tools section and click on Integration Center.
• Find the entry for SmileBack and click Edit.

• Tick the Active box and set the Ticket Category to "Standard" or another category if you prefer.
• Click Save & Close.

• Now select + Add API User.
• Set the First Name to "SmileBack" and the Last Name to "API".
• Select the Security Level "API User (System) can't read costs".
• Set Primary Internal Location to wherever your support operation is based/managed from.
• Set Email Address to an email of your choice.
• Click on the Generate Key and Generate Secret buttons, copy and paste each of these values into the matching boxes on app.smileback.io/platform/autotask/ and leave that page as is for the time being.
• Back in Autotask, associate the user with the "General > IT Services" or other relevant Lines of Business.
• Click Save & Close.

• Go back to your SmileBack tab and click Store Autotask PSA API credentials.
• The Status should update to a green "Connected" message after a few seconds.

Next steps

You are now ready to add your SmileBack CSAT survey to Autotask, please see this article for details. 

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