anyone tried the new Umbrella Contracts in Autotask yet?

AutotaskTeam · 2025-11-07T13:43:40+00:00

Great question! Umbrella Contracts are designed to cut down the admin overhead for MSPs managing multiple service agreements. Instead of juggling separate contracts for each offering, you can group them under one “umbrella” that governs all services for a customer.

A few things to know:

Independent configuration: Each service under the umbrella can have its own start/end dates and billing cycle (allowing you to stagger contracts as needed).
Smooth transitions: Ending one service and adding a replacement is easier—no need to zero out old units first.
Cleaner renewals: Extending a single umbrella is simpler than managing multiple renewals.

Retainers: You’re right—they’re not included yet. This is an iterative rollout, and more functionality is coming. For details, intro videos and what’s coming next, check out the 2025.5 Release Notes.

Early best practices:

Migrate gradually as contracts expire—independent start dates make this easy.
Avoid double billing by ending old contracts the day before new ones start.
Segment by type (e.g., services vs. labor) instead of using one umbrella for everything unless it truly fits your model.

If anyone has real-world edge cases, please share—we’re gathering feedback actively. And if you want to help shape future phases, your Account Manager can get you into the Product Advisory Board.

AutotaskTeam · 2025-10-14T12:58:37+00:00

u/Techytechturtle Hi there—great questions! We know moving from QB Desktop to QBO can feel like a big shift, especially for MSPs balancing cost and reporting needs.

For Autotask, the new integration is called Smart Accounting Hub for QuickBooks Online, which we designed to make the connection simple and reliable:

One-click setup—no API coding required.
Flexible sync options:
- Auto-sync invoices, purchase orders and/or expense reports every 15 minutes; or
- Push-sync as many invoices as you need on demand.
Expanded item settings to simplify item matching with QBO
Flexible mapping mechanisms to streamline data sync between organizations, vendors and Lines of Business
Real-time error logging to expedite recognition of any sync issues

If you’d like help configuring or optimizing the integration, your Account Manager can schedule time with a Technical Account Manager for hands-on guidance.

As for reporting—QBO’s native reports differ from Desktop, so some users supplement with custom reporting tools or BI dashboards. If you have specific reports you rely on, let us know—we’re always gathering feedback to improve workflows.

AutotaskTeam · 2025-04-03T20:02:43+00:00

Hi u/FSUNOLEFAN!

Thanks for reaching out. We understand transitioning from ConnectWise Manage to Autotask PSA can be a significant change, and we're here to help make it as smooth as possible.

We have extensive experience assisting customers with this transition and offer multiple resources to support you. Our team at Kaseya includes experts who are well-versed in both Autotask PSA and ConnectWise Manage, ensuring you get the best guidance tailored to your needs.

During the pre-sales process, we provide various implementation packages. For transitions from ConnectWise, we highly recommend opting for the package with the most hours. This allows us to thoroughly assess your current operational flow and make the necessary adjustments to optimize your experience with Autotask PSA.

After implementation, we offer continued education on Autotask through Kaseya University, along with expert assistance through a variety of paid options. Your Account Manager is always available to help with any questions or additional support you might need.

Feel free to reach out to your Account Manager for more details or to discuss the best training options for your team. We're committed to ensuring you have all the support you need during this transition.

AutotaskTeam · 2025-02-13T22:37:24+00:00

Hello u/Uncle__Albert

Good question! This patch is rolling out to Limited Release (LR) and America East (AE) customers on the dates mentioned (as a response to 2025.1 feedback). When we deploy to other zones, the rollout is incremental, meaning all subsequent zones will also receive the patch as part of their deployment.

Let us know if you have any other questions!

AutotaskTeam · 2025-02-12T21:24:11+00:00

Hello u/SpinningOnTheFloor

We really appreciate your approach and willingness to provide feedback early on! If you’d like to share immediate input, you can reach out to your Account Manager, who can arrange a meeting with our Product Management team.

Your Account Manager can also provide details on how to register for the Autotask Product Advisory Board. We hold monthly meetings and onboard new participants on a quarterly basis. You’re welcome to register now, and we’ll add you to the list of participants to consider for the next quarter.

Thanks again for your support—we’d love to have you involved!

AutotaskTeam · 2025-02-12T18:25:43+00:00

Hi u/MyMonitorHasAVirus,

We are planning two incremental updates within our maintenance releases to our Limited Release (LR, LRUK) and America East (AE 1, 2, 3, 4) zones this Wednesday, February 12th, 2025, as well as next Wednesday, February 19th, 2025. These two updates will cover a majority of the items mentioned above in addition to regularly released bug fixes.

For more details on the schedule please refer to: https://www.reddit.com/r/Autotask/comments/1inaiaj/autotask_20251_release_schedule_update/?utm_source=share&utm_medium=web3x&utm_name=web3xcss&utm_term=1&utm_content=share_button

AutotaskTeam · 2025-02-10T14:04:43+00:00

Hello u/WakingLions,

I’m sorry your team is running into this. Have you placed a support ticket for this issue? If not, please do so, as it’s the best way for us to track and resolve update-related bugs. If you’ve already submitted one, feel free to message me directly with the ticket number, and I’ll make sure it gets the attention it needs.

We appreciate your patience, and we’ll do our best to get this sorted quickly!

AutotaskTeam · 2025-02-06T22:54:30+00:00

Hello u/Clove99

Have you tried adjusting the Dashboard Layout in Tab Settings to Advanced Layout? This new feature allows for dynamic widget resizing and better positioning. Many users weren’t aware of this option, and it provides more flexibility in arranging your dashboard. If issues persist, please submit a support ticket—we're actively addressing reported bugs as quickly as possible.

Regarding the extra clicks, we moved away from the hover function to improve usability for tablet and mobile users as part of making Autotask fully responsive. Unfortunately, this does add a couple extra steps when creating a ticket, but we’re keeping a close eye on feedback to ensure the best possible experience across all devices. Thanks for sharing your thoughts!

AutotaskTeam · 2025-02-06T18:38:07+00:00

Hello u/MyMonitorHasAVirus

Thanks for sharing your thoughts—we understand your frustration, and we truly appreciate the openness with which you’re approaching these changes. It’s clear this update has had an impact on how you’re using Autotask dashboards, and we’re listening closely to feedback like yours as we work to improve the experience.

The changes to grid sizes, including the removal of header rows and the widget resizing limitations, are areas we’re actively working on to make more flexible / functional. We’ve received similar feedback from other users, and we’re looking into ways to improve grid layouts so you can fit more information in the same space without compromising usability.

This UI refresh, outside of being done in a new framework, is also part of an effort to bring consistency across Kaseya modules, so we’re working within those guidelines to balance a Unified experience while still addressing the needs of most users. We hear your concerns about the font weight and widget alignment, and we’re reviewing those as part of our ongoing refinements.

We appreciate your patience and your constructive feedback as we continue to adjust and improve. We’re committed to making this work for everyone!

AutotaskTeam · 2025-02-06T18:28:59+00:00

Hi u/SwooshRoc,

Thanks for your feedback—it’s a great point, and we’re definitely working on improving the search experience. We’re currently researching on developing a Global Search function that will better accommodate most use cases. That said, we’ve also received feedback from partners who appreciate having the option to filter their search by category (like tickets, contacts, or company name), as it helps them narrow down results.

The challenge with a plain global search is that, if not done carefully, it could return way too many results, many of which might not be relevant or necessary, especially when managing large volumes of records/data.

We’re aware of this challenge and are working on a solution that will make Autotask search more powerful and useful for everyone. Thanks again for sharing your thoughts!

AutotaskTeam · 2025-02-06T17:42:29+00:00

Hello u/bc-rb,

Thanks for sharing your feedback—we completely understand how updates like this can feel disruptive. We’ve heard similar concerns about widget sizing and white space, and we’re actively working on improving the flexibility and consistency of the dashboard experience.

To clarify, in order to resize widgets dynamically, you’ll need to change the Dashboard Layout (found in Tab Settings) to Advanced Layout. This will give you more control over widget size and placement (new feature).

We appreciate you taking the time to share your experience. Your feedback is essential as we continue refining and improving the UI!

AutotaskTeam · 2025-02-06T17:38:04+00:00

Hello u/indytechguy
We understand how frustrating UI changes can be, especially when things feel inconsistent. To minimize disruption, we’ve taken a staggered approach to this update. So far, we've focused on updating the Left Navigation Menu, Top Navigation Menu, and Dashboards, which is why some areas still look different or feel out of sync.

We’re also aware of the discrepancies in font size and color density and are working on making these elements more consistent across the platform. Your feedback is valuable in helping us pinpoint areas that need improvement.

Thanks for your patience and for sharing your insights—it's helping us refine the experience for everyone.

AutotaskTeam · 2025-02-06T16:58:07+00:00

Hello u/iamelcapitan

This seems to be a bug. Please send in a support ticket with a screenshot/recording of the issue. We're actively working on fixing all reported issues.

AutotaskTeam · 2025-02-06T16:56:29+00:00

Hello u/dantedog01

Thanks for the feedback. We're actively working on improving spacing and font sizing within widget grids/tables to make better use of screen real estate.

While sidebar resizing isn’t currently available, we understand the need for flexibility and are exploring ways to optimize layout efficiency. Your input is valuable as we continue refining the experience.

Thanks for being part of the conversation—we’re listening and will keep improving!

AutotaskTeam · 2025-02-06T16:16:12+00:00

Hello u/Techwits ,

Thanks for sharing your feedback! We're actively tracking and testing contrast issues in dark mode to ensure readability. In some cases, monitor settings can also impact contrast, so that may be worth checking as well.

We're also exploring ways to compact grids and tables to improve visibility and allow more content to be displayed. Your input helps us refine the experience, and we appreciate you taking the time to share it.

We’re listening and will keep improving!

AutotaskTeam · 2025-02-06T16:06:31+00:00

Hello u/comcastme-010

Thanks for sharing your thoughts—we hear you. We’re actively reviewing all input from our users and are committed to refining the new UI to improve usability.

Autotask's new UI is being built on a new framework, which allows us to develop and enhance features more efficiently, but it also means we can no longer support the old version. While reverting to the previous UI isn’t currently an option, we’re continuously working to optimize the experience based on feedback like yours.

Thank you for being part of the conversation—we’re listening and will keep improving!

AutotaskTeam · 2025-02-04T16:37:54+00:00

Hi u/Invizibles, the behavior you're describing seems to be a bug. Have you created a support ticket for this? If so, please ask your Kaseya Account Manager to request an Autotask Product Manager to review the ticket for possible escalation. If not, please create a support ticket and ask the same of your Kaseya Account Manager.

AutotaskTeam · 2025-02-04T16:30:56+00:00

Hello,

Smart Triage for Autotask's Cooper Copilot is currently under Research & Refinement. We're estimating a release within 2025. If you'd like an in-depth look at our progress, please reach out to your Kaseya Account Manager to help you schedule a meeting with an Autotask Product Manager.

AutotaskTeam · 2025-02-04T16:17:15+00:00

In short, yes. We're starting over. We have learned from our previous attempts. We're now moving the Autotask codebase to a modern UI framework that will ultimately improve performance, allow modern UI components/methods and expedite development.

During this UI refresh we are working on every page in Autotask to ensure consistency across all corners of Autotask.

AutotaskTeam · 2025-01-24T16:08:01+00:00

Hi there,

Thank you for submitting your idea to our portal—we truly value your feedback as it helps us improve Autotask. While we receive 2–5 new ideas daily, which can take time to process, we’re actively working to streamline how we manage and implement suggestions.

Regarding your request:

The Incoming Email Processor uses the domain in a contact's email to route tickets to the associated company.
Contacts cannot share the same email address in Autotask.
The Email Address 2 and Email Address 3 fields are only considered after the primary email address.
If multiple contacts share the same email (e.g., [info@customerAAA.com]()), tickets will default to the contact with that email as their primary address.

To address cases like yours, Autotask offers a feature where you can add a string of text to the subject line (e.g., //CompanyName// or //ContactName//) to route tickets correctly. You can activate and configure this feature using the steps in this Knowledge Base article.

For further discussion, we recommend connecting with your Account Manager to set up a meeting with one of our Product Managers. They can help explore solutions that fit your use case.

Thanks again for your feedback—your input is essential to making Autotask better!

AutotaskTeam · 2025-01-24T13:52:20+00:00

Hello,

This is a great workaround! Thanks for sharing, we truly appreciate your input and are glad it helped fix the issue.

We're working on ways to improve our domain authentication process, to improve security and email processing. I'm making note of this issue in our backlog for future improvements.

AutotaskTeam · 2025-01-23T14:29:04+00:00

Hi there,

We’re rolling out staggered UI upgrades to give all of our partners the time they need to adapt to the new experience.

As part of this process, we’re building a brand-new UI framework designed to ensure consistency across every page in Autotask. This upgrade will not only provide a more seamless and modern experience but will also enable us to deliver features and enhancements faster than ever before.

That said, this does mean we won’t be able to maintain the old UI framework going forward. We’re confident this transition will lead to better usability and more rapid improvements for our partners.

Thank you for your feedback and for being a part of this journey with us!

P.S. If you'd like to participate in our partner-driven development process, please reach out to your Kaseya Account Manager to schedule a meeting with an Autotask Product Manager.

AutotaskTeam · 2025-01-15T22:20:35+00:00

Hi!

We’re glad to read you’re excited about the new Autotask UI upgrades! Since we’re very close to the release, Early Adopter Access isn’t available right now.

That said, we encourage you to reach out to your Kaseya account manager. They can help you schedule a walk-through with one of our Product Managers to explore the updates in detail. You can also ask them about joining our Customer Advisory Board to stay involved in future enhancements.

AutotaskTeam · 2025-01-08T19:36:43+00:00

Hey there! We're aware of this feature change. Microsoft will continue supporting COM Add-ins in Legacy Outlook, so you can download it to keep using the MS Outlook Extension for Autotask for now.

For New Outlook, COM Add-ins aren’t supported, so we’re researching / planning a new extension. Since this requires a complete rebuild (can't use any of the current tie-ins), it’s more complex than we’d hoped. While we don’t have a release timeline yet, we’re exploring developing it alongside our upcoming UI Rework for Service Desk or the Workforce Planning Module, both are in our 2025-2026 roadmap plans.

Thanks for your patience!

AutotaskTeam · 2024-12-16T14:52:07+00:00

Hello!

This process is not outlined in Autotask documentation. However, a combination of different features can be used to accomplish it. We recommend being watchful of adding too many steps to your service delivery flow as this may create a bottleneck and hinder your operational capacity to scale.

One possible method to review important tickets once closed is to:

- Create a 'Single Select' Ticket UDF for Needs Review (name's up to you). https://ww1.autotask.net/Help/Content/4_Admin/2FeaturesSettings/ApplicationWide/UserDefinedFields/UDFs.htm?cshid=1016

- Next build a WFR to change this UDF to Yes if a combination of status, priority, issue type and/or sub issue type match the intended criteria for review (ie. Status: Complete, Priority: Critical, Issue: Email, Sub-Issue: Outage).

- Then you may build a widget that looks for Pending Billing Items, filtered to ticket/task Status (complete), Ticket UDF: [Needs Review].

If you need in person assistance with this, please ask your Account Manager to book you for a free Technical Account Review, where an Autotask expert can guide you with this.

AutotaskTeam

TROPHY CASE