Autotask Helpdesk Authenticate a Connector

You can authenticate with Autotask to create your instance of the Autotask Helpdesk connector through the UI or APIs. Once authenticated, you can use the connector instance to access the different functionality offered by the Autotask Helpdesk platform.

Authenticate Through the UI

Use the UI to authenticate with Autotask and create a connector instance as described in Authenticate a Connector Instance (UI). In addition to the base authentication parameters, you will need your Username, Password, and Server URL that you identified in the API Provider Setup section.

Authenticate Through API

Authenticating through API is similar to authenticating via the UI. Instead of clicking and typing through a series of buttons, text boxes, and menus, you will instead send a request to our /instances endpoint. The result is the same, though: an authenticated connector instance with a token and ID.

To authenticate a connector instance:

  1. Construct a JSON body, as shown below (see Parameters):

      "element": {
        "key": "autotaskhelpdesk"
      "configuration": {
        "crm.autotask.username": "<AUTOTASK_USERNAME>",
        "crm.autotask.password": "<AUTOTASK_PASSWORD>",
        "crm.autotask.server.url": "<AUTOTASK_LOGIN_URL>"
      "tags": [
      "name": "<INSTANCE_NAME>"
  2. Call the following, including the JSON body you constructed in the previous step:

    POST /instances

    Make sure that you include the User and Organization keys in the header. For more information, see Authorization Headers, Organization Secret, and User Secret.

  3. Locate the token and id in the response and save them for all future requests using the connector instance.

Example cURL

curl -X POST \ \
  -H 'authorization: User <USER_SECRET>, Organization <ORGANIZATION_SECRET>' \
  -H 'content-type: application/json' \
  -d '{
  "element": {
    "key": "autotaskhelpdesk"
  "configuration": {
    "crm.autotask.username": "xxxxxxxxxxxxxxxxxx",
    "crm.autotask.password": "xxxxxxxxxxxxxxxxxxxxxxxx",
    "crm.autotask.server.url": ""
  "tags": [
  "name": "API Instance"


API parameters not shown in Axway AMPLIFY are in code formatting.


Event-related parameters are described in Events.

Parameter Description Data Type
key The connector key.
The name of the connector instance created during authentication. string
The AutoTask Username. string
The AutoTask Password. string
Server URL
The AutoTask login URL. string
tags Optional. User-defined tags to further identify the instance. string

Example Response for an Authenticated Element Instance

In this example, the instance ID is 12345, and the instance token starts with "ABC/D...". The actual values returned to you will be unique: make sure you save them for future requests to this new instance.

  "id": 12345,
  "name": "API Instance",
  "createdDate": "2017-08-07T18:46:38Z",
  "token": "ABC/Dxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
  "element": {
    "id": 123,
    "name": "Autotask Helpdesk",
    "hookName": "AutotaskHelpdesk",
    "key": "autotaskhelpdesk",
    "description": "Add an Autotask Helpdesk Instance to connect your existing Autotask account to the Helpdesk Hub, allowing you to manage your incidents, priorities, statuses, users, and so forth across multiple Help Desk Elements. You will need your Autotask Helpdesk account information to add an instance.",
    "image": "elements/provider_autotask.png",
    "active": true,
    "deleted": false,
    "typeOauth": false,
    "trialAccount": false,
    "configDescription": "If you do not have an account, you can create one at <a href=\"\" target=\"_blank\">Autotask CRM Signup</a>",
    "signupURL": "",
    "defaultTransformations": [  ],
    "transformationsEnabled": true,
    "bulkDownloadEnabled": true,
    "bulkUploadEnabled": true,
    "cloneable": false,
    "extendable": true,
    "beta": false,
    "authentication": {
        "type": "basic"
    "extended": false,
    "hub": "helpdesk",
    "protocolType": "soap",
    "parameters": [],
    "private": false
    "elementId": 123,
    "tags": [
    "provisionInteractions": [  ],
    "valid": true,
    "disabled": false,
    "maxCacheSize": 0,
    "cacheTimeToLive": 0,
    "configuration": {    },
    "eventsEnabled": false,
    "traceLoggingEnabled": false,
    "cachingEnabled": false,
    "externalAuthentication": "none",
    "user": {
        "id": 12345

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