Scope of Autotask support

This page describes what the Autotask support team can and cannot assist with. Understanding the scope of support helps you get the right help as quickly as possible.

What Autotask support can help with

The Autotask support team is available to assist you with the following:

Troubleshooting product errors

• Investigating and diagnosing unexpected error messages, system errors, or application crashes within Autotask.
• Reproducing reported issues to determine whether the behavior is a product defect.
• Providing known workarounds for confirmed issues while a permanent fix is developed.
• Escalating confirmed product defects to the Autotask engineering team on your behalf.

Confirming expected behaviors

• Verifying whether a specific behavior in Autotask is functioning as designed.
• Clarifying how a feature or setting is intended to work based on current product documentation.
• Identifying whether a reported issue is a defect or expected behavior.

Explaining how Autotask functions

• Answering questions about how built-in Autotask features and modules operate.
• Guiding you through standard product functionality, including navigation, settings, and configuration options.
• Pointing you to relevant help documentation and knowledge base articles for self-service learning.

What Autotask support cannot assist with

Certain types of requests fall outside the scope of Autotask support. The following areas involve custom configurations that are unique to each organization and require specialized consulting expertise.

Custom workflow rules

Autotask support cannot design, build, debug, or optimize custom workflow rules. Workflow rules are highly specific to your business processes and require a detailed understanding of your operational requirements.

Custom dashboards and widgets

Autotask support cannot create, configure, or troubleshoot custom dashboard layouts or widget configurations. While support can confirm whether a widget is functioning as designed, building custom dashboards tailored to your business needs is outside the scope of support.

Custom reports

Autotask support cannot build, modify, or troubleshoot custom reports, including LiveReports. Support can assist with confirming whether standard (out-of-the-box) reports are functioning correctly, but custom report design and data analysis require specialized assistance.

NOTE  For assistance with workflow rules, dashboards, widgets, reports, or other custom configurations, contact Kaseya Professional Services through your Account Manager. The Professional Services team offers tailored consulting engagements to help you design and implement configurations that meet your specific business requirements.

API requests

Autotask support can validate that API calls and responses work correctly and that any errors you receive are not the result of a defect.

Many different development tools are available to work with REST architectural standards. Due to the wide variety of development tools available and the custom-tailored nature of API queries to their client environments, support cannot assist you with the creation or troubleshooting of your application code.

We encourage you to grow your knowledge by reaching out to other developers via the Kaseya Community. If you're a seasoned API user, we encourage you to visit the Community and share your knowledge with others.

For more information, refer to our REST API supportability, query thresholds, and latency article.

Feature requests

Autotask support does not accept or process feature requests. If you have an idea for a new feature or an enhancement to an existing feature, submit it through the Kaseya Ideas Portal.

The Ideas Portal allows you to:

• Submit new feature ideas for consideration by the Autotask product team.
• Vote on existing ideas submitted by other users to help prioritize development.
• Track the status of ideas you have submitted or voted on.

Visit the Ideas Portal at https://community.kaseya.com/p/ideas-portal.

Summary

In Scope	Out of Scope
Troubleshooting product errors	Custom workflow rules
Confirming expected behaviors	Custom dashboards and widgets
Explaining how Autotask functions	Custom reports (including LiveReports)
Pointing to relevant documentation	Feature requests (use the Ideas Portal)