Autotask AI: Documentation Automation
for Your PSA
Deliver IT Glue, Hudu, and Drive docs inside every Autotask ticket. Beyond Workflow Rules. Multi-source. Make your docs AI-ready.
Autotask REST API · Account-scoped resolutions · first resolution in under 10 min
ticket #T20451: Kepler VPN tunnel dropping every 8 hours, users disconnect
RESOLUTION · HIGH CONFIDENCE
- Check Phase 1 SA lifetime on Kepler firewall (default 8h) [IT Glue: Kepler VPN Setup]
- Verify rekey timer matches client config [IT Glue: Kepler VPN Setup]
- Increase Phase 2 lifetime to match Phase 1 [Hudu: VPN Rekey Procedures]
- Restart VPN service and re-test from a workstation [Hudu: VPN Rekey Procedures]
Sources: IT Glue, Hudu · Kepler Account scope
Autotask has Workflow Rules. Your IT Glue and Hudu docs still aren't in the ticket.
Workflow Rules are deterministic: if-this-then-that. They're great for routing and notifications, weak at matching natural-language ticket context against unstructured documentation. ResolvCmd reads the ticket, matches against your IT Glue Flexible Articles and Hudu procedures, and delivers structured resolutions inside Autotask.
1.8hrs
per tech, per day, are spent searching for information. Workflow Rules can route it. They can't recover it.
Routing logic doesn't read your IT Glue articles. ResolvCmd does, and it surfaces the answer inline.
Source: McKinsey Global InstituteThe bigger picture on why broken knowledge delivery costs PSA techs hours a day: why ResolvCmd exists →
reads from
Resolve
Autotask + IT Glue Integration: Beyond Workflow Rules
Autotask Workflow Rules are deterministic. ResolvCmd is AI-driven. Reads the ticket, matches against IT Glue Flexible Articles, Hudu procedures, Confluence runbooks, and Drive SOPs. Delivers structured resolutions inside Autotask. Both can run together: rules for routing, ResolvCmd for resolution.
What you get
Autotask REST API integration (no add-ons, no Kaseya plan upgrades)
Auto-reads ticket context (subject, description, account, queue)
Numbered steps with [Source] citations across IT Glue, Hudu, Confluence, Drive
Confidence levels (HIGH, MEDIUM, LOW) on every resolution
Autotask Account mapped to IT Glue Org / Hudu Company / Drive folder
How resolution works
1
Tech opens an Autotask ticket
ResolvCmd reads subject, description, account, queue
2
External docs matched against ticket
IT Glue, Hudu, Confluence, Drive: whatever you've connected
3
Resolution surfaces in Autotask
Numbered steps, source-cited, ready to apply
Studio
Autotask Documentation Automation
Every Autotask ticket your team resolves emits signal: which articles were cited, which queries returned LOW confidence, which topics had no matching documentation. Knowledge Studio surfaces the gaps in your IT Glue, Hudu, Confluence, or Drive corpus and proposes specific improvements.
SOP gap analysis
Topics your team asks about in Autotask that none of your external sources can answer. Studio shows you which gaps to close first, ranked by ticket frequency.
Queue-specific coverage
Coverage scored per Autotask queue. See which queues have weak documentation feeding them and which are well-covered. Invest where it matters.
Workflow Rules + Resolution Engine
Pair ResolvCmd's resolution engine with your existing Autotask Workflow Rules and automation. Rules handle routing and SLA. ResolvCmd handles documentation-driven resolution.
Resolution impact tracking
Which articles get cited most, which articles your team marks as "Didn't Fix," which articles are aging into uselessness. Surface what's working, fix what's not.
Knowledge Health: Autotask-fed sources
Queues by coverage
15 missing topics
Repeated Autotask queries with no matching doc
17 low-confidence resolutions
Ticket types where AI accuracy is dragging
9 stale articles cited often
Heavily used but not updated in 12+ months
29 paragraph-shaped articles
Should be step-shaped for AI accuracy
Use cases
Autotask for your team
- Autotask for MSPs
- MSPs running Autotask. IT Glue and Hudu feeding the ticket interface. Junior-tech onboarding.
- Autotask Workflow Rules with AI
- Rules for routing and SLA. ResolvCmd for documentation-driven resolution. Both run together.
- Autotask with Datto IT Glue
- Already in the Kaseya stack? ResolvCmd reads IT Glue independently and produces structured resolutions in Autotask.
Your data stays yours
How ResolvCmd handles Autotask data
- Read-only ticket access
- ResolvCmd reads ticket subject, description, account, and tags only when triggered. Used for matching, never stored.
- Per-tenant isolation
- Your Autotask and source data is never mixed with another customer's. Every query, every resolution, stays inside your tenant.
- Audit logging
- Every resolution request is logged with timestamp, ticket ID, and citations.
- Delete anytime
- Disconnect the integration and your Autotask data is removed immediately. No retention.
Frequently asked questions
What is Autotask AI with ResolvCmd?
Autotask AI with ResolvCmd means your IT Glue, Hudu, Confluence, and Drive docs are read by an AI resolution engine and delivered as structured, source-cited resolutions inside Autotask tickets. Goes beyond Autotask's Workflow Rules.
How does ResolvCmd work inside Autotask?
ResolvCmd connects to Autotask via the Autotask REST API. When a tech opens a ticket, ResolvCmd reads context and delivers a structured resolution with source citations.
How is ResolvCmd different from Workflow Rules?
Workflow Rules are deterministic: if X then Y. ResolvCmd is AI-driven: it reads natural-language ticket context and matches against unstructured documentation. Different jobs. Use both.
How does ResolvCmd integrate with Datto's IT Glue (Kaseya stack)?
ResolvCmd reads from IT Glue independently of Autotask. Even though both are in the Kaseya stack, ResolvCmd produces structured resolutions inside Autotask, not just doc references.
How does ResolvCmd improve docs feeding Autotask over time?
Every resolution emits signal. Knowledge Studio surfaces gaps in your IT Glue, Hudu, Confluence, or Drive corpus and proposes specific improvements.
How do I make my Autotask-feeding docs AI-ready?
Six signals: step-shape, currency, consistency, coverage, source attribution, type clarity. ResolvCmd scores the docs feeding Autotask and tells you which articles are dragging accuracy down.
Does ResolvCmd require an Autotask plan upgrade?
No. Standard Autotask REST APIs are used.
Does ResolvCmd store copies of my Autotask tickets?
No. ResolvCmd reads ticket subject, description, account, and tags only at the moment a resolution is triggered. Ticket content is used for document matching, logged in your audit trail with timestamps and citations, and discarded from working memory after the resolution completes. We never persist ticket bodies in our knowledge base.
Can I remove my Autotask integration data at any time?
Yes. Disconnect the Autotask integration from the ResolvCmd dashboard and the integration is severed immediately. Audit logs of past resolution requests can be exported and then deleted on request. No retention period beyond what your contract specifies.
Is my Autotask ticket data used to train AI models?
No. Ticket content is never used to train shared models that other ResolvCmd customers benefit from. The matching layer is tenant-isolated. Industry benchmarks in the Knowledge Insights tier use anonymized aggregates only, never your raw ticket content.
Who can access my Autotask data inside ResolvCmd?
Only your tenant's authorized users. ResolvCmd staff have no routine access to customer data; production access is tightly restricted, audited, and used only for incident response with your authorization. SOC 2 attestation is in progress.
First Autotask resolution in under 10 minutes
Connect Autotask. Connect your docs. Open a ticket and see it work.