/crm

name: "Autotask CRM"
description: >
  Autotask CRM entities - companies (accounts), contacts, and sites/locations -
  including field references, company type classifications, and how these
  records underpin tickets, contracts, and projects for MSP account management.
when_to_use: >-
  When working with companies, contacts, sites/locations, or opportunities in Autotask CRM. Use
  when: autotask company, autotask contact, autotask account, autotask crm, company management,
  contact management, client onboarding, autotask site, or autotask location.

Autotask CRM Management

Overview

Autotask CRM manages the core entities that define your client relationships: companies (accounts), contacts, and sites. Proper CRM data is foundational - tickets, contracts, projects, and billing all depend on accurate company and contact information.

Anti-triggers

• **The same client as a documentation record** — use

`itglue-organizations`, and `itglue-contacts` for the people.

• **The client's grouping in monitoring or SOC tooling** — Datto RMM

calls it a site (`datto-rmm-sites`), RocketCyber calls it an account (`rocketcyber-accounts`). Neither shares IDs with an Autotask company.

• **Kaseya BMS accounts and contacts** — a separate PSA with its own

client records; use `kaseya-bms-api-patterns`.

Key Concepts

Company (Account)

The primary entity representing a client organization.

| Field | Description | Required | |-------|-------------|----------| | `id` | Unique identifier | System | | `companyName` | Official company name | Yes | | `companyType` | Customer, Lead, Prospect, etc. | Yes | | `phone` | Main phone number | No | | `address1` | Street address | No | | `city` | City | No | | `state` | State/Province | No | | `postalCode` | ZIP/Postal code | No | | `country` | Country | No | | `webAddress` | Website URL | No | | `parentCompanyID` | Parent company for hierarchies | No | | `ownerResourceID` | Account manager | No | | `classification` | Classification category | No |

Company Types

| ID | Type | Use Case | |----|------|----------| | 1 | Customer | Active paying clients | | 2 | Lead | Potential new business | | 3 | Prospect | Qualified leads | | 4 | Dead | Churned/lost clients | | 5 | Vendor | Suppliers and partners | | 6 | Partner | Strategic partners |

Contact

Individual people at a company.

| Field | Description | Required | |-------|-------------|----------| | `id` | Unique identifier | System | | `companyID` | Associated company | Yes | | `firstName` | First name | Yes | | `lastName` | Last name | Yes | | `emailAddress` | Primary email | No | | `phone` | Direct phone | No | | `mobilePhone` | Mobile number | No | | `title` | Job title | No | | `isActive` | Active status | Yes | | `isPrimaryContact` | Primary contact flag | No |

Site/Location

Physical locations for a company (for on-site service).

| Field | Description | Required | |-------|-------------|----------| | `id` | Unique identifier | System | | `companyID` | Parent company | Yes | | `name` | Site name | Yes | | `address1` | Street address | No | | `city` | City | No | | `isActive` | Active status | Yes | | `isPrimaryLocation` | Primary site flag | No |

API Patterns

Creating a Company

POST /v1.0/Companies
Content-Type: application/json

{
  "companyName": "Acme Corporation",
  "companyType": 1,
  "phone": "555-123-4567",
  "address1": "123 Main Street",
  "city": "Springfield",
  "state": "IL",
  "postalCode": "62701",
  "country": "United States",
  "webAddress": "https://acme.example.com",
  "ownerResourceID": 29744150
}

Searching Companies

GET /v1.0/Companies/query?search={"filter":[{"field":"companyName","op":"contains","value":"acme"}]}

Common Search Patterns

**Search by name:**

{
  "filter": [
    {"field": "companyName", "op": "contains", "value": "acme"}
  ]
}

**Active customers only:**

{
  "filter": [
    {"field": "companyType", "op": "eq", "value": 1},
    {"field": "isActive", "op": "eq", "value": true}
  ]
}

**Companies by account manager:**

{
  "filter": [
    {"field": "ownerResourceID", "op": "eq", "value": 29744150}
  ]
}

Updating a Company

PATCH /v1.0/Companies
Content-Type: application/json

{
  "id": 12345,
  "phone": "555-987-6543",
  "webAddress": "https://newsite.acme.com"
}

Creating a Contact

POST /v1.0/Contacts
Content-Type: application/json

{
  "companyID": 12345,
  "firstName": "John",
  "lastName": "Smith",
  "emailAddress": "john.smith@acme.example.com",
  "phone": "555-123-4567",
  "mobilePhone": "555-987-6543",
  "title": "IT Director",
  "isActive": 1,
  "isPrimaryContact": true
}

Searching Contacts

**Contacts for a company:**

{
  "filter": [
    {"field": "companyID", "op": "eq", "value": 12345},
    {"field": "isActive", "op": "eq", "value": 1}
  ]
}

**Search by email:**

{
  "filter": [
    {"field": "emailAddress", "op": "eq", "value": "john.smith@acme.example.com"}
  ]
}

Creating a Site

POST /v1.0/CompanyLocations
Content-Type: application/json

{
  "companyID": 12345,
  "name": "Main Office",
  "address1": "123 Main Street",
  "city": "Springfield",
  "state": "IL",
  "postalCode": "62701",
  "country": "United States",
  "isPrimaryLocation": true,
  "isActive": 1
}

Common Workflows

Client Onboarding

1. **Create company record**

• Set company type to Customer
• Assign account manager
• Add billing information

2. **Create primary contact**

• Mark as primary contact
• Verify email address

3. **Create site(s)**

• Add all service locations
• Mark primary location

4. **Set up contract**

• Associate with company
• Define service levels

5. **Configure billing**

• Payment terms
• Tax information

Contact Management

1. **Verify before creating**

• Search for existing contact by email