Autotask Helpdesk Authenticate an Element Instance

You can authenticate with Autotask to create your own instance of the Autotask Helpdesk element through the UI or through APIs. Once authenticated, you can use the element 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 an element instance as described in Authenticate an Element Instance (UI). In addition to the base authentication parameters, you will need your Username, Password, and Server URL that you identified in API Provider Setup.

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 end result is the same, though: an authenticated element instance with a token and id.

To authenticate an element 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
    Note: 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 element 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 Cloud Elements are in code formatting.

Note: Event related parameters are described in Events.
ParameterDescriptionData Type
keyThe element key.
The name of the element instance created during authentication.string
The AutoTask Username.string
The AutoTask Password.string
Server URL
The AutoTask login URL.string
tagsOptional. 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, etc. 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