This article covers connecting Activate to Autotask specifically. For a complete walkthrough of Activate — the dashboard, working a prospect end-to-end, and creating tenants — see the Activate: A Guide for MSP Partners article.

You will need:

- An administrator account in Autotask with permission to create API Users and Security Levels.

- Administrator access to the Activate section in Hatz.

The procedure typically takes ten to fifteen minutes.

If you do not see Activate in Hatz, contact your Hatz account team or email [email protected]. Include your MSP organization, whether you need access for one user or the full MSP, the PSA you want to sync, and the customer volume or business case.

Connecting Autotask requires three values: an API User, an API Secret, and an Integration Code. All three are generated by Autotask at the moment the API User is created. You will create a dedicated API User, assign it a read-only Security Level, and enter the resulting credentials in Hatz.

Activate requires read access to Companies and Contacts. Hatz recommends scoping the API User to a dedicated, read-only Security Level rather than reusing a broader administrative level.

1. In Autotask, navigate to Admin → Account Settings & Users → Resources/Users (HR) → Security Levels.

2. Locate the built-in API User (system) security level, right-click, and select Copy Security Level.

3. Rename the copy to Hatz Activate (Read-Only).

4. Grant View access on:

- CRM → Companies

- CRM → Contacts

5. Set all other permissions, including Add, Edit, and Delete, to None. Activate does not write to Autotask under any circumstance.

6. Save the Security Level.

1. Navigate to Admin → Account Settings & Users → Resources/Users (HR) → Resources/Users.

2. Right-click within the resource list and select New API User.

3. Enter the following:

- First Name and Last Name: any descriptive values, for example Hatz and Activate Integration.

- Email Address: a monitored mailbox at your organization. Autotask sends API-related notifications to this address.

- Security Level: select the Hatz Activate (Read-Only) level created in Step 1.

4. In the API Tracking Identifier section, select Integration Vendor, select Custom (Internal Integration).

5. Click Save & Close.

Upon saving, Autotask will display the API User's credentials in a dialog. Three values are shown:

- Username (Key) — the API User's identifier.

- Password (Secret) — the API User's secret. This value is displayed only once.

- API Integration Code (also referred to as the Tracking Identifier) — the value generated in Step 2.4.

Record all three values in a secure location, such as a password manager, before closing the dialog. If the Password is lost, it must be regenerated from the API User record, and any other integrations using the previous value will need to be updated.

Step 3: Complete the connection in Hatz

1. In Hatz, open Activate from the administrator navigation.

2. Click Connect a PSA.

3. Select Datto Autotask.

4. Enter the following values:

5. Click Connect.

Hatz validates the credentials against Autotask immediately. Activate first resolves the Autotask zone associated with your account, then queries your Companies. Once validated, the initial customer sync begins, and imported records will appear in the Activate customer table within a few seconds.

Note that Activate imports only companies in Autotask whose Company Type is Customer and whose Active status is true. Leads, prospects, and inactive companies are not imported.

"Autotask did not recognize that API user. Verify the Username (Key)."

Autotask's zone discovery endpoint returned a 404 response, meaning the value entered in the API User field does not match any Autotask tenant. Confirm that the value is the exact Username (Key) generated by Autotask when the API User was created. This value is not the email address associated with the API User.

"I only received a username and secret, not an integration code."

Autotask should display the API Integration Code when the API User is created or when the API Tracking Identifier is configured. Reopen the API User record and confirm the API Tracking Identifier section is set to Integration Vendor and Custom (Internal Integration), then record the generated API Integration Code. The username and secret alone are not enough to complete the Hatz connection.

"Autotask rejected the credentials. Verify the API user, secret, and integration code."

Autotask returned a 401 or 403 response. Please verify the following, in order:

1. The API Secret is an exact, case-sensitive copy of the Password displayed in Autotask at the time the API User was created, with no leading or trailing whitespace.

2. The Integration Code matches the Tracking Identifier on the API User record.

3. The Security Level assigned to the API User grants View access on CRM → Companies and CRM → Contacts.

"Thread Threshold Exceeded"

This error usually comes from Autotask rate limiting or concurrent request limits. Wait a few minutes and retry the sync. If it repeats, reduce overlapping sync attempts, confirm no other tools are using the same API User heavily, and send Support the tenant, Autotask company, approximate time, and screenshot of the error.

"Failed to reach Autotask zone discovery endpoint." or "Failed to reach Autotask Companies API."

Activate was unable to reach Autotask. Confirm that the Autotask status page reports normal operation, and retry. If the issue persists, please contact Hatz Support and include the approximate time of the failed attempt.

"Autotask company list query returned an unexpected response."

Autotask returned a response that Activate could not interpret. This is typically transient. Please retry, and contact Hatz Support if the error persists.

Customers were imported without primary contact details.

This is expected behavior in some cases. Activate retrieves the contact in Autotask whose Primary Contact flag is true for each company. Companies that have no primary contact, or whose primary contact has no email address, will appear in Hatz with blank contact fields. These values can be supplied later via CSV import.

A known customer is not appearing in Hatz.

Confirm in Autotask that the company's Company Type is set to Customer and that its Active flag is true. Companies categorized as Lead, Prospect, Dead, or Cancelation are excluded from the import by design.

To rotate the API User's secret:

1. In Autotask, open the API User record and generate a new password.

2. In Hatz, revoke the existing credential from the Activate credentials list.

3. Connect again using the procedure in Step 3 with the new secret.

To revoke Hatz's access:

1. In Hatz, revoke the credential from the Activate credentials list.

2. In Autotask, deactivate or delete the API User record.

On each sync, Activate requests two categories of information from Autotask:

- Active companies whose Company Type is Customer.

- The primary contact, including name and email address, for each such company.

The following fields are persisted in Hatz: company name, website domain, primary contact name, primary contact email, and the Autotask company identifier. No other Autotask data is stored. Credentials are encrypted at rest, and Activate never creates, modifies, or deletes records in Autotask.