Autotask Updates

Building on the 2023.5 and 2023.6 release, the following features are now available without the need for a full release from Autotask.

Language Support for Client Access Portal

The new Client Access Portal now supports additional languages. Your end users can now interact with the client portal in their preferred language, even if your Autotask database is hosted in another language. Users can select their preferred language in their user preferences once they have opted to use the new portal. The following languages are now supported in the new Client Access Portal:

• English
• French
• Spanish
• German

Integrated Service Ticketing

Never miss an important alert again! Integrated Service Ticketing allows you to centralize and easily triage alerts from all your Kaseya modules in Autotask. This integration offers full support for Autotask Queues, Issue Types, Priority, allowing you to design your alert resolution process using the full power of Autotask. With automatic round-trip closure, alerts that your technicians resolved in a supported Kaseya module will be automatically closed in Autotask. Additionally, if an alert self-resolves before a technician can act, the ticket will be automatically updated and closed.

This integration is configured in the module that creates the alerts. The following Kaseya modules now support Integrated Service Ticketing:

• Datto Workplace
• Datto File Protection
• Graphus
• Spanning for Salesforce
• ConnectBooster

This release will start on October 11, 2023 with our Limited Release zones, and complete with all English zones on October 31, 2023. You can find the exact date for your Autotask zone, along with the details of this release in the 2023.5 Release Notes.

Terminology Changes

To make it easier to navigate different Kaseya modules, we have updated the terminology used in Autotask. Customers using the English-language version of Autotask have always had the option to select from several “local terms” for certain entities and have their selection appear throughout their Autotask instance. With this release, we are adding options to the local terms and, more importantly, making the new terms the defaults for new customers. Local term settings of existing customers will not be impacted.

New Client Portal

This release brings the highly anticipated new client portal to early access. This portal has been reimagined from the ground up to provide a modern, user-friendly interface along with enhanced functionality to meet the needs of end-user communication. You can choose which organizations can see the new client portal, and during early access, end users can also toggle back to the classic portal.

Create Tickets With Workflow Rules

This highly requested feature from our community is available in this release. You can now create tickets on the CRM, Contract and Projects tab of workflow rules. For example, if a contract is set to expire soon, a ticket in the sales queue can automatically be created. This feature can also be used to replace the manual selection for ticket creation at the end of the New Contract Wizard and Won Opportunity Wizard.

IT Glue Flexible Assets Ticket Insight

In addition to IT Glue ticket insights for Documents and Passwords, you can now include IT Glue Flexible Assets. These three popular IT Glue assets can now be automatically shown on Autotask tickets based on the rules you define. For example, an Autotask ticket with the keyword “Microsoft 365” can display relevant credentials, an SOP on troubleshooting common problems or a Flexible Asset containing the Microsoft 365 licenses available for that organization. Read more about how to configure this feature in the KB article, Suggested IT Glue Documentation in Autotask Tickets.

Integrated Customer Billing

Earlier this year, we launched Integrated Customer Billing to allow usage data from your Kaseya products to update Autotask contracts. With this release, we are excited to announce that 100% of consumable Kaseya products are supported by Integrated Customer Billing with Autotask. This final release includes popular products like Datto Backup, Datto Networking and Traverse. This release also improves the renewal process for contracts that contain line items connected to Integrated Customer Billing. Read more about how to configure this feature in the KB article, Integrated Customer Billing.

Improved Attachment Management

File attachments are easier to use throughout Autotask in this release. Including the grid view, deleting items from the bulk actions menu, improved view history and additional security permissions

This release will start on November 14, 2023, with our Limited Release zones, and complete with all English zones on December 5, 2023. This will be the final release for 2023, closing out a huge year of innovation in Autotask. In years past, Autotask would be updated two to three times a year. However, this year, we have doubled that and provided six releases to our users — and we aren’t slowing down anytime soon. We have big plans for 2024 and can’t wait to share these updates with you in 2024.1 early next year. Until then, you can read more about the updates included in this release along with the release schedule in the 2023.6 Release Notes.

What’s New Page

Welcome to the What’s New page for Autotask! This page is designed to summarize new features and changes to Autotask with each release. You can always get more technical details on the release from the Release Notes or the Knowledge Base. A red dot will appear on the help icon in Autotask when there is an update to the What’s New page since you last viewed it.

Integrated Service Ticketing

Building on the success of Integrated Customer Billing, we are launching Integrated Service Ticketing. This IT Complete platform feature follows the same principles as our other Kaseya platform features to streamline and simplify common integration types between products. Similar to how Integrated Customer Billing uses the same interface and engine to calculate usage-based billing, Integrated Service Ticketing will ensure that alerts from Kaseya Products are processed quickly and consistently in Autotask. This first release of Integrated Service Ticketing includes Graphus, Datto File Protection, Datto Workplace and ConnectBooster.

Client Portal Custom URL Links

Client Portal now provides more resources to your end users. You can now add up to 10 custom URLs to the Client Portal. We have also provided a new page in Admin to manage these links.

Product and Service Selectors

To provide a more uniform experience throughout Autotask, an updated single-select and multiselect product and service selector is now available.

New Fields for Service and Service Bundles

To provide more visibility and flexibility to Products, Services and Service Bundles, we have added fields and expanded field availability in columns and search.

Services and Service Bundles have additional fields. These fields can be used throughout the system, including search filters, grid columns, widgets, invoice templates, quote templates and the API. In addition, user-defined fields can be added to services and service bundles. The Admin pages to configure these new settings have also been updated with a new interface.

This release will start on February 1, 2024 with our Limited Release zones and complete with all English zones on February 15, 2024. This first release of 2024 has exciting enhancements, from tickets and to-dos to billing. For more details and to see the fixes included in this release, see the v2024.1 Release Notes.

Impact and Urgency Matrix

Resolving critical issues in a timely manner is imperative when it comes to meeting your users’ expectations. However, if the prioritization of tickets is left to personal interpretation by your team, you cannot ensure that tickets will be addressed in the appropriate order. Autotask 2024.1 introduces a customizable impact and urgency matrix, empowering your service desk leaders to standardize prioritization across the team. Two new fields have been introduced to tickets, “Impact” and “Urgency.” Using these two new fields, Administrators can configure what “Priority” should be assigned when a certain combination of these fields is selected. This standardizes the way priority is set and removes the burden from dispatchers and technicians to select the appropriate priority of a ticket.

Dashboard Widgets for Integrated Customer Billing

On the dashboard, you can now add widgets that display the pending and posted billing items for each Kaseya modules connected to Integrated Customer Billing. For example, you can now configure a widget to display the billing volume for your RocketCyber Managed SOC service or your Security Awareness service with ID Agent’s BullPhish ID. Now, at a glance, you can see the expected revenue by service.

Integrated Customer Billing Page

We have updated the look and feel of the Integrated Customer Billing page by displaying available modules in tiles. You can now enable or disable a module using the slider.

Organization-Specific Advisory Boards

Building on the globally available advisory boards, you can now create change advisory boards (CABs) for a specific organization. These new CABs, combined with the Client Access Portal, not only empower you to follow proper change management protocol, but they can also foster strong co-managed relationships with your customers and users.

Bulk Delete Checklist Items

Keep your checklists neat and tidy. You can now bulk delete all, selected or non-completed checklist items from tickets, tasks or opportunities.

Adding IT Glue Checklist Templates to an Autotask Ticket

Never miss a step in the process with IT Glue checklists. Previously, IT Glue checklists were available only at the organization level. In 2024.1, you can now add IT Glue checklists to an Autotask ticket just like you would an Autotask checklist. This ensures that your carefully created checklist templates in IT Glue are actioned on Autotask tickets. Just click “Add from IT Glue” to get started.

Link Autotask Ticket Checklist Library to IT Glue Checklist Templates

Remove any excuse for not using a checklist. IT Glue Checklist Templates can now be associated with the Checklists Library in Autotask. This means that once linked, you can use Workflow Rules and Form Templates to add an IT Glue checklist to an Autotask ticket, just like you would an Autotask checklist. When an IT Glue checklist is added to a ticket, Autotask checks IT Glue for the latest version of the Checklist Template. This means that once linked, you can adjust and refine your process in IT Glue and have the changes reflected in Autotask automatically.

Bulk Edit CRM Notes and To-Dos

Keep your notes and to-dos tidy and up to date with bulk actions. From the to-do or notes search page, you can bulk select to delete or update the action type, assignee, description, start or end times.

This release will start on July 24, 2024, with our Limited Release zones, and complete with all zones on August 8, 2024. 2024.3 brings a dedicated invoice view to the Client Access Portal, enhanced integration with VSA 10 and the first phase of a massive update to Contracts with the Multi-Contract Update Wizard. For more details, and to see the fixes included in this release, see the Release Notes.

Invoices in New Client Access Portal

Invoices are now available to be displayed within the New Client Access Portal as a standalone page.

• View all invoices and their status in a new Invoice List page

• Drill into details of each invoice and preview the Invoice template through the Invoice Details view.

• [Coming Soon] Process payments for pending Invoices using Connect Booster by paying through ACH or by using a credit card.

VSA 10 Asset Remote Control

The Remote-Control feature allows users to gain access to devices that are associated with VSA 10 directly from Autotask. This can be accomplished from the device itself or directly from a ticket that contains the associated device.

1. Navigate directly to a Device or to a Ticket that has a device that is associated with VSA 10 and click the Remote-Control button.

2. If you have not accessed your VSA 10 account before, you will be prompted to grant authorization.

3. A list of active sessions will appear. Choose an active session or click Login to begin a new session.

Multi-Contract Update Wizard

From time to time, whether due to an increase in cost from your suppliers or due to price increases on your end, you will be required to update the financial values on your existing services.

We have streamlined the process to make updates to multiple contracts with our bulk service update tooling. This wizard style is faster, simpler and more intuitive than traditional update methods and guides you through the process one step at a time.

1. Choose which contract service items you wish to update by searching for them using various criteria and select as of when you wish to make the change.

2. Determine the changes you wish to make, either to the cost or price (or both), and the type of change (to/by an amount/%) and apply any rounding and markup rules you wish to us.

3. Review your changes and make individual updates on a per-item basis if something looks incorrect.

4. Once confirmed, the batch will process in the background, leaving you to continue with your day while the updates are made. Come back to revisit the status of the batch and see which updates are complete and if any errors were raised during the process.

This release will start on October 10, 2024, with our Limited Release zones, and complete with all zones on November 20, 2024. 2024.4 starts a new frontier for technician productivity with the introduction of Cooper Copilot for Autotask, the smart AI-assistant that amplifies your work by allowing you to focus more on solving problems, and less on administrative ticket work. For more details, and to see the fixes included in this release, see the Release Notes.

Cooper Copilot for Autotask

Amplify your IT expertise, boost efficiency and achieve more without compromising quality with three features powered by Cooper Copilot. All Autotask users can try Cooper Copilot for free until November 30, 2024. Starting December 1, 2024 Cooper Copilot will be available exclusively for Autotask Ultimate subscribers. Learn more about Cooper Copilot for Autotask, the additional features and benefits of Autotask Ultimate, and request pricing.

Smart Ticket Summaries

Spend more time solving problems and less time sifting through long notes, emails and time entries. Our team can quickly catch up on issues by providing concise, internal-only overviews of the steps that have been taken, all with a single click. This means less time searching for context and more time focusing on resolutions, perfect for minimizing additional expenses on level 2 and 3 escalations.

Smart Writing Assistant

Increase user satisfaction with clear, concise communication powered by the latest AI models. This feature perfectly converts jot notes, tech-jargon and short-hand in notes and time entries to professional, friendly communication designed to promote understanding by end-users. With Cooper Copilot for Autotask, your team’s bedside manner is a 10/10.

Smart Resolution Summary

Keep accurate records and maintain audit readiness by creating step-by-step resolution notes for completed tickets to build a comprehensive documentation repository for future use. This helps your team complete tickets easier in the future, improving resolution time, and empowering junior resources to tackle tougher tickets.

This release will start on April 4, 2024, with our Limited Release zones, and complete with all English zones on April 18, 2024. This release introduces an integration to Microsoft Teams and improved VSA 10 integration. For more details and to see the fixes included in this release, see the v2024.2 Release Notes.

Microsoft Teams Integration

Staying on top of critical issues is imperative to your success. However, the increase in email notifications can make it hard to cut through the noise and focus on top priorities. With this feature, you have more options to segment your notifications by delivering desired workflow notifications directly to a Microsoft Teams channel. In addition to displaying a quick summary, you can quickly act from notifications posted to a Teams channel with three action buttons to deep link to View, Edit or Add Time Entry to a ticket.

Using the powerful workflow rules already in Autotask, you can easily curate which notifications are sent to which Teams channels. For example, you could create a Teams channel for VIP users, and then create a workflow rule to only send a Teams notification to that channel when tickets of a certain priority are updated by VIP users. Another channel could be set up to receive notifications for all Priority 1 tickets, regardless of which user they are from. The possibilities are endless, so get creative and improve your efficiency with the Microsoft Teams Integration to Autotask. To add Microsoft Teams notifications to your Workflow rules, first create a Teams channel connector in Autotask and then edit the action of your workflow rule.

Cooper Bot

The results are in: Using IT Complete saves IT Teams a tremendous amount of time, and with the power of Business Process Automation coming soon, the automation of manual, repetitive tasks will save even more time. To easily identify these efficiencies, a new system API user will appear as the actor for activities that are triggered by other modules in IT Complete. The Cooper Bot avatar will appear in the Activity feed associated with notes generated by other IT Complete modules. There is no additional charge for this system resource, and the details cannot be edited.

This release will start its phased rollout on January 22, 2025 with our Limited Release zones and complete all zones by February 6, 2025.

2025.1 kicks off the progressive rollout to the new Autotask UI, expands support for Cooper Bots, enhances the Kaseya Quote Manager integration experience, provides new ways to manage Autotask users through KaseyaOne and more!

For more details and to see the fixes included in this release, see the Release Notes.

New UI Rollout: Phase 1

This first release of the new Autotask UI introduces a variety of updates that improve upon the core navigation experience:

• A left navigation has been introduced as a collapsible section and replaces the previous top hover-navigation. In this update, all the existing menu options have remained in their same submenus to create an easier transition.
• The top navigation has been re-ordered and some menu options have been updated to the iconography.
• The search bar has been moved to the right-hand side of the menu bar and separated into selection of the search item and the value you wish to search. Future updates are planned to combine into a global search later this year.

Dashboards have also been updated with a new styling, as well as new capabilities for dashboard design and layout (try resizing your widgets directly on screen!) The Worklist panel has also been re-styled with new UI design patterns.

Kaseya Quote Manager Integration Enhancements

This update introduces two new quoting capabilities with Kaseya Quote Manager:

1. Expanding on quoting services, you can now also quote Autotask service bundles.
2. You now have new MSA Agreement quote template available

KaseyaOne User Provisioning

Managing your user permissions through KaseyaOne now allows you to assign access to Autotask and manage the onboarding and offboarding experience through one centralized place.

This release will start its phased rollout on April 3, 2025, with our Limited Release zones and complete all zones by April 17, 2025.

2025.2 expands Cooper Copilot with multilanguage output support across features like Smart Ticket Summary and Smart Writing Assistant — enabling clearer communication in over a dozen languages. A new Cooper Insight for Copilot is now available in KaseyaOne for Ultimate-tier customers. We’ve also introduced a License Management page for better visibility and control over license usage, and ConnectBooster users can now sync a designated Main Billing Contact directly from Autotask.

For more details and to see the fixes included in this release, see the Release Notes.

Cooper Copilot output languages

Cooper Copilot now supports multiple output languages, enabling users to communicate clearly with organizations regardless of the input language. Users can configure multiple languages for features such as Smart Ticket Summary, Smart Writing Assistant and Smart Resolution Summary.

Supported languages

• Danish
• Dutch (Belgian/Dutch/Vlaams)
• English (UK/US)
• Finnish
• French (French/Franch Canada)
• German
• Italian
• Norwegian
• Spanish (Europe/Latin America)
• Swedish
• Portuguese (Brazilian/Europe)

Cooper insight: Cooper Copilot

This new insight has been added to KaseyaOne for Autotask users with an Ultimate subscription to enable.

License management

Autotask now offers a new administrator page to monitor in-use licenses and purchase more, improving billing accuracy and reducing overhead.

ConnectBooster Main Billing Contact field added

Autotask now enables organizations to designate a Main Billing Contact for the Autotask/ConnectBooster integration. This contact syncs to ConnectBooster and can be queried via the Autotask API.

This release will start its phased rollout on May 22, 2025, with our Limited Release zones and complete all zones by July 3, 2025.

2025.3 introduces the new Accounting Hub for QuickBooks Online — a certified Intuit® integration with faster syncs, a modern UI, and ongoing enhancements. We’ve also improved tax consistency between Autotask and ConnectBooster by leveraging QuickBooks Online’s Automated Sales Tax (AST). Plus, IT Glue users can now sync live checklist items into Autotask tickets using mapped templates and a secure API key.

For more details and to see the fixes included in this release, see the Release Notes.

Accounting Hub for QuickBooks Online

The Accounting Hub for QuickBooks Online is a new API connector from Kaseya, independent of AppConnect® and approved by Intuit®. It offers improved sync performance, a modern UI, enhanced support, and ongoing feature updates based on user feedback.

Autotask/ConnectBooster tax calculation improvements with QuickBooks Online

Tax calculation is now handled by QuickBooks Online’s Automated Sales Tax (AST) function, with the integration pushing tax data into Autotask to ensure invoice consistency between both systems.

Incoming email processing duplicate ticket enhancements using Message-ID

An optional setting has been added to allow the incoming email processor to track an email’s Message-ID, which can help prevent duplicate tickets being created when email replies are received.

This release begins its phased rollout on September 11, 2025, starting with Limited Release zones, and will be completed in all zones by September 25, 2025.

The 2025.5 release brings two major enhancements:

• Umbrella Contracts: new contract type that allows you to group multiple arrangements (e.g. services, time and materials) into one container with automation like auto‑renewals and auto‑indexing, plus new UI tools like in‑frame drawers, table filtering/search and inline editing to streamline contract lifecycle management.
• Smart Accounting Hub for QuickBooks Online: This enhancement introduces a one‑click setup process. It features a simplified, secure OAuth token‑based connection and a three‑step wizard to link Autotask with QuickBooks Online.

For full details and the fixes included in this release, see the Release Notes

Umbrella Contracts

Key features and benefits:

• Umbrella Contracts are available as a new contract type and can be linked to CRM accounts.
• Supported arrangement types in this phase: Services and Time & Materials (legacy contract types).
• Umbrella-level rules (auto-renewal, auto-indexing) apply to new arrangements by default; admins can optionally apply rules to existing arrangements.
• All contract activities, edits and rule changes are tracked in the umbrella contract activity and history tabs.
• UI enhancements include in-frame drawers, table search/filtering and in-line editing, available throughout the Umbrella Contract interface.
• Service Bundles are not supported in Umbrella Contracts; all other legacy contract functions are maintained.
• No migration function is provided; users can adopt Umbrella Contracts at their own pace.
• LiveReports, API and Data Warehouse updates for new fields/entities will be delivered in a future release.
• Invoice templates and quoting integrations will be updated in subsequent phases; current invoicing and quoting workflows remain unchanged.

Smart Accounting Hub for QuickBooks Online one-click setup

You can now seamlessly connect your Autotask account to QuickBooks Online with just one click. This streamlined setup process leverages OAuth Token Exchange for secure API connections, ensuring your data remains intact even during disconnections. The intuitive setup wizard guides you through a simple three-step process.

This release begins its phased rollout on July 31, 2025, starting with our limited release zones and completing all zones by August 15, 2025.

Autotask 2025.4 introduces Smart Ticket Triage in Cooper Copilot, delivering intelligent automation to your service desk. This new functionality helps identify gaps in ticket details, recommends improvements and highlights related historical tickets to speed up resolution. This release also expands Cooper Copilot’s multilanguage support, simplifies language selection and refreshes the admin interface with clearer settings and enhanced metrics for tracking adoption and performance.

For more details and to see the fixes included in this release, see the Release Notes.

Cooper Copilot Smart Ticket Triage

With the new Smart Ticket Triage, Cooper Copilot now helps your team work smarter and faster. The “assessment” function automatically detects when tickets are missing key information and provides actionable suggestions for improvements. Meanwhile, the “association” function analyzes historical data to link related tickets, giving technicians valuable context to resolve issues more efficiently. Together, these capabilities streamline triage so your team can spend less time chasing details and more time focusing on critical work.

Cooper Copilot language additions

We’ve expanded support for both single-byte and multi-byte character languages, enabling you to use Cooper Copilot in your preferred language. An updated interface also makes language selection simpler, creating a smoother experience for global teams.

Understanding single-byte and multi-byte languages

• Single-byte languages use one byte (8 bits) to represent each character, which supports up to 256 characters. This works well for languages with relatively small alphabets, such as English, French and other Western European languages.
• Multi-byte languages use more than one byte per character, making it possible to represent thousands of characters used in languages like Chinese or Japanese.

Newly added single-byte languages

• Croatian
• Filipino
• Faroese
• Hungarian
• Icelandic
• Latvian
• Maltese
• Malay
• Polish
• Swedish

Newly added multi-byte languages

• Arabic
• Chinese (simplified)
• Chinese (traditional)
• Greek
• Hebrew
• Hindi
• Japanese
• Korean
• Macedonian
• Thai
• Māori

Note: Multi-byte languages are only available if your Autotask instance has multi-byte language support enabled. Refer to our multi-byte character support help article for more information.

Cooper Copilot settings page refresh

The Cooper Copilot settings page has been redesigned to make it easier to manage your configuration. Updates include refinements to the Smart Ticket Summary, Smart Writing Assistant and Smart Ticket Resolution tabs, as well as improvements to multi-language settings. In addition, new metrics have been added to reporting widgets, giving you deeper insights into how Copilot is being used and adopted across your team.