Talkify / Integrations / Autotask
Early access · Autotask

Thirty clients, one person on the phones.

Every client's staff ring the same number, and half of them want to know where their ticket is up to. Talkify is an AI receptionist for Autotask PSA: it knows the caller from their Autotask contact, tells them where their own tickets are up to, logs new ones with Phone as the source into the queue you choose, and talks them through a fix from your own knowledge base while your technicians get on with the work.

Get early access → See how it works
Connection
An API user
The caller
By number
Their tickets
Read back
Fixes
Your articles

The Autotask connector is in early access. It is built against Autotask's published REST API, and no desk has run it live yet. The tools ship switched off, and you turn them on when you have watched enough calls land in your queue to be happy.

Logged in Autotask while the caller was still on the line. In early access.

A first line for every client that never puts anyone on hold.

Everything it does, on the mornings when every client rings at once.

From the phone ringing to a ticket in your queue.

A support call, in the order it happens. Your technicians do none of it.

01

It knows who is calling

Before it speaks, it finds the caller's Autotask contact from the phone or mobile number they are ringing on, and reads their open tickets. A call from a client's main office number is matched to the company, and the agent asks who it is speaking to.

02

It says where a ticket is up to

The ticket number, what it is about, the status in your desk's own words and when it last changed. Waiting Customer means your team is waiting on them, so the agent says so and asks what they can add.

03

It adds their update

"The error came back after lunch" goes on the ticket as an internal note, for the technician who has it, without anyone retyping it from a voicemail.

04

It logs the ticket

With Phone as the source, into the queue you choose, with what they have already tried as ticked checklist items and your desk's own questions answered. The caller hangs up with a ticket number.

05

It walks them through a fix

For a how-to, it finds the steps in your own knowledge base articles, only from the categories you choose, and talks the caller through them one at a time. It never makes a fix up and never resets a password.

06

It writes it up

After the call, an internal note goes on every ticket the call touched: the summary, what was checked, the articles used and, if you want it, the transcript.

What it does with your Autotask.

An Autotask phone integration that reads and writes through the same REST API as your other integrations, with an API user you can switch off at any time.

Their tickets, read back

Open tickets for the person ringing, with the number, the title, the status as your desk names it and when it last moved. A ticket number read out is checked against their own tickets before anything is said.

New tickets, in your queue

A real Autotask ticket created on the call, source Phone, in the queue, priority and status you choose, with the problem in the caller's own words. Not an email for somebody to retype later.

The office landline

A call from a client company's main number, with no contact behind it, is greeted as that company. The agent asks who is calling and logs any new ticket under the company with their name in the description.

Fixes from your knowledge base

It searches your Autotask knowledge base articles and walks the caller through the steps. Only the categories you open to it are used, so internal runbooks stay with your team.

Your questions, answered

Give it the questions your desk always asks (which machine, what changed, how many people are affected) and the answers go in the ticket description. What they already tried goes on as ticked checklist items.

Internal notes only

Everything it writes is an Internal Only note, for your team and not your client. It is never handed a ticket's notes or description, so it cannot read your team's working out to a caller.

SLAs and time, if you want them.

Two settings for desks that live by their response times. Both are off until you turn them on.

The first-response clock

In Autotask, first response is recorded when a ticket leaves New for a status you have mapped to it. When the agent answers a caller about a New ticket, it can move that ticket into the status you pick, your In Progress or one made for it, recorded as a real technician you choose rather than as an API user.

Time against the ticket

Each call can be logged as a time entry on the ticket it was about, from when the call started to when it ended, with the call summary as the notes. You choose the technician it is logged as, the role and work type, and whether it is billable. It never touches an approved timesheet.

The rules it does not bend.

A phone line that can read your PSA has to be careful about who it is talking to.

Caller ID is the first key

Who the caller is comes from the number they ring from, not from what they say. A shared number, or a contact whose company does not match the number, is treated as unknown.

Not theirs, not there

A ticket that does not belong to the caller does not exist as far as the call is concerned. It gets exactly the answer a made-up number would.

Never a password or a code

It does not ask for one, hear one or repeat one, and it stops a caller who starts to read one out. It never resets a password.

Private notes only

Every note it writes is Internal Only, and it never sees the ticket's conversation, so nothing your team wrote is read out.

Never a new company

It logs tickets under companies you already have. A caller it cannot place leaves a message for your team instead.

Off until you say

Every tool ships switched off. You turn them on one at a time, once you have watched enough calls to trust it.

Setting it up in Autotask.

Autotask, by Kaseya Ten minutes in Autotask, no developer and nothing to install. We do the rest with you.

  1. 01

    Create an API user

    In Autotask go to Admin, Organization Settings & Users, Resources/Users (HR), then New API User. Name it Talkify Phone Agent, because that is the name your technicians will see on its notes.

  2. 02

    Give it the right level

    Set the security level to API User (system), or your own copy of it. API users are free, use no licence, cannot sign in to Autotask and cannot be assigned tickets.

  3. 03

    Generate the key and secret

    Press Generate Key, then Generate Secret. Tick the password-expiry exemption too, because an API password that quietly expires stops every call from reaching Autotask.

  4. 04

    Set the tracking identifier

    Under API Tracking Identifier choose Custom (Internal Integration), which gives you an identifier straight away. That stays until Talkify is listed in the Autotask Integration Center.

  5. 05

    Paste the three into Talkify

    The key, the secret and the tracking identifier. We find which Autotask zone your account is on ourselves, and Test connection checks the three belong together.

  6. 06

    Choose, then switch on

    Pick the queue, source, priorities and note type from your own Autotask lists, and the knowledge base categories it may read. The tools stay off until you turn them on.

Set up with you

See it working in your own Autotask.

The part worth seeing is a ticket landing in your queue while the caller is still talking. We connect Talkify to your Autotask, set the agent up to match how your desk works, and go through the first calls with you, so you watch it happen in your own queue before any client relies on it.

Set it up together Talk to us → Or leave your details in the form below and we will come back to you.

The calls that eat a technician's day are the easy ones.

Nobody joined an MSP to read out ticket numbers.

"Any update?" is a third of the calls.

Every status chase pulls somebody off a fix to open a ticket and read out what it already says. Answered from Autotask in seconds, those calls stop costing your team any focus, and the client gets their answer without waiting for a call back.

A good first line is mostly the same five fixes.

MFA on a new phone, the VPN, a printer, Outlook, a mapped drive. If the steps are in your knowledge base, the agent can walk a caller through them at two in the morning as patiently as at ten, and log a ticket for the ones that genuinely need a person.

Frequently asked.

The questions we hear most. If yours isn't here, talk to us and a person will answer it.

Do we have to change our support number?
No. Talkify works by call forwarding from the number your clients already ring. You choose when it picks up: always, only when the desk is busy, only when nobody answers within a few rings, or only outside your support hours. It takes a few minutes to set up with your phone provider and you can turn it off just as fast.
How does it connect to Autotask?
With an API user you create in Autotask: Admin, Organization Settings & Users, Resources/Users (HR), then New API User. Give it the API User (system) security level, press Generate Key and Generate Secret, and set the API Tracking Identifier to Custom (Internal Integration). Paste the three into Talkify and we work out which Autotask zone your account lives in ourselves. API users are free, use no licence and cannot sign in to Autotask.
How does it know who is calling?
From the number they ring from. Before the agent says a word it looks for an Autotask contact with that phone, mobile or alternate number and greets them by name. Autotask keeps phone numbers exactly as your technicians typed them, spaces and all, so we match on the digits rather than the spelling. If two contacts share the number, the agent treats the caller as unknown rather than guessing which one it is.
What if they ring from the office landline?
If the number belongs to one of your client companies but not to a contact, the agent greets them as that company and asks who is calling. It can log a new ticket under that company with the caller's name in the description, but it does not read out any of the company's tickets to somebody it cannot identify.
Can it tell someone where their ticket is up to?
Yes, for their own tickets. It reads back the ticket number, what it is about, the status in your desk's own words and when it last changed. Waiting Customer is explained as your team waiting to hear back from them. It never reads anybody else's ticket and it does not read out company-wide tickets: a number the caller reads out is checked against their own tickets, and one that is not theirs gets the same answer as one that does not exist.
Can it reset a password?
No. Autotask holds nobody's network or Microsoft 365 password, and the agent never asks for, hears or repeats a password or a one-time code. What it can do is talk the caller through your own self-service reset steps from your knowledge base. If that does not get them in, it logs a ticket so your team can verify who they are and sort it.
Does it see our internal notes?
No. The agent is given a ticket's number, title, status, priority and dates, and nothing else. It never sees the description, the notes, the time entries or who the ticket is assigned to, so it cannot read your team's working out to a client or guess when something will be fixed.
What about our SLAs?
In Autotask the first-response clock stops when a ticket moves out of New into a status you have mapped to first response. If you want the phone agent's answer to count, you can have it move a New ticket it has responded to into the status you choose, recorded as a real technician you pick. You can also have each call logged as a time entry against the ticket. Both are off until you turn them on.
Does it create companies in Autotask?
Never. A ticket in Autotask has to belong to a company, and a phone call is not a good enough reason to make one. A caller whose number matches no contact and no company is asked for their details and the message comes to your team in the usual way.
What lands in Autotask after the call?
An internal note on every ticket the call touched, with the summary of what was said, what the caller had already checked, the knowledge base articles used and, if you want it, the full transcript. The notes are Internal Only, so they are for your team and not your client. Name the API user something like Talkify Phone Agent and that is the name your technicians see on them.
Where is call data held?
Calls are handled in New Zealand and Australian data centres, and nowhere else, transcription and recordings included. Recordings and transcripts are encrypted at rest. The tickets and notes the agent writes live in your own Autotask, like any other ticket. Support calls carry your clients' names, numbers and details of their systems, so it is a fair question to ask any supplier and get the answer in writing.
Does it work for MSPs in New Zealand and Australia?
Yes, both. Autotask runs its Australia and New Zealand accounts in their own zones, and we look up which one yours is on when you connect, so there is nothing to choose. The agent speaks in a local voice, reads dates and times in your time zone, and understands New Zealand and Australian phone numbers however they were typed in.
What does it cost?
Talkify business agents are $129/month at the founding rate for your first 3 months, then $199, including 200 minutes of calls, with extra minutes from 10c each. There is no setup fee, no per-call charge and no lock-in. That sits alongside whatever you already pay for Autotask; we do not touch your Autotask subscription, and the API user costs nothing.
We do not use Autotask.
Then none of this is a reason to switch. Talkify answers your support line, takes the details and emails your team the whole call within seconds whatever you run your desk on, and connects to Freshservice too. The Autotask connection removes the retyping for the desks that do use it.

Have a look around.

After hours →

What happens to the calls that arrive once the desk has gone home.

Freshservice →

The same service desk line, for IT teams and MSPs running Freshservice.

Every integration →

What Talkify connects to today, and what your agent can do once it is connected.

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