Autotask sync toggles
The Autotask settings page exposes per-surface toggles for what flows between concorbit and Autotask. Pulls are on by default once connected. Pushes are all opt-in and default off, so a fresh connection never writes anything back to Autotask until you make a deliberate decision.
This page describes every toggle, what it does, and when to flip it. The cumulative effect of the push toggles is the staged migration ladder, see Overview and Wind-down.
Pull toggles
| Toggle | Default | What it pulls |
|---|---|---|
| pull_invoices | Off | AT invoices into native concorbit Invoice rows (governed by Autotask until a per-contract flip). |
| pull_quotes | Off | AT-authored Quotes, including their line items, with a customer-facing accept/reject portal. Most MSPs do not use AT Quotes; opt-in keeps unused tables empty. |
| pull_contract_charges | Off | AT ContractCharges as concorbit recurring-service charges. Billing parity's on-demand compute relies on this surface. |
Companies, Contacts, Tickets, Ticket Notes, Time Entries, Contracts, Resources, Picklists, Attachments, Projects, Project Tasks, and User-Defined Fields are always pulled when the connection is active. They are foundational, not optional.
Push toggles
Each push toggle starts off. Flipping one on shows a confirmation modal that explains the blast radius and any prerequisite mappings.
| Toggle | What flows to Autotask |
|---|---|
| push_tickets | Ticket create + sparse update (subject, body, status, priority, queue, assignee). |
| push_replies | Staff ticket replies as AT TicketNotes (audit-trail sync). Customer-authored replies never push. |
| push_time_entries | Time entries as AT TimeEntries. Required to use the Reply to contact checkbox on the time-entry form, which is how AT's customer-reply mechanism actually works. |
| push_attachments | Files attached to AT-linked tickets as AT TicketAttachments. Cap of 6 MB per file. |
| push_quotes | concorbit-authored Deal quotes up to AT as Quote + QuoteItems, so AT-side admin can see and act on them. |
| push_contract_adjustments | Applied contract-line quantity changes as AT ContractServiceAdjustments, for AT-governed lines only (never echoed once a line is concorbit-governed). Off when AT is the system of record for contract quantity changes (the common case before a company's cutover flip). |
Reply email source
When push_time_entries is on, a single setting decides who sends the customer the reply email after an engineer ticks Reply to contact on the time-entry form.
| Value | Effect |
|---|---|
| autotask (default) | concorbit suppresses its own email. AT records the time entry with publishNotes=true and fires its own notification rules. Customer keeps seeing the AT branding and signature. |
| concorbit | concorbit sends the email through your tenant SMTP. AT records the time entry silently for audit. Flip to this only after you have ported your AT email templates and verified inbound email at /settings/email/inbound. |
The Autotask settings page surfaces an Inbound verified / Inbound not verified pill next to this toggle and refuses a flip to concorbit without verification unless you explicitly confirm.
Auto-convert accepted quotes
When pull_quotes is on, Auto-convert accepted quotes (default off) creates a draft concorbit Invoice from any AT quote a customer accepts in the portal (or an AT admin marks accepted on the AT side). The invoice lands as a draft so an admin can review and tweak before sending. Idempotent on the quote, a second trigger reuses the existing invoice.
When to flip each toggle
The point of the toggles is staged migration. The typical order:
Connect, pulls on. Read-only mirror, prove the data matches your AT for days or weeks.
push_tickets+push_replies+push_time_entrieson,reply_email_source=autotask. Engineers work in concorbit, customers see no change. Weeks or months.Port email templates, set up inbound email, flip
reply_email_source=concorbit. Customer-facing surface is now concorbit. AT keeps recording silently.Wind the connection down. See Wind-down. concorbit fully owns billing and the customer conversation.
Each phase can sit indefinitely. Every push toggle can be flipped off again, with no data loss, if you need to roll back.
Safety notes
Push toggles never back-fill. Existing tickets and time entries created before a push toggle was on stay local until you next edit them.
Push jobs respect AT's 10 requests per second limit through concorbit's queue circuit breaker.
Pulls suppress the push observer on the pulled record, so AT-pulled tickets do not echo back to AT in a loop.
Push refuses cleanly when a required mapping is missing (status, priority, resource, or AT-linked company). The refusal is logged on the sync log, not a hard error in the UI.
See also: Coverage for what "covered" means once you have the mirror in place, and Billing parity for the parity surface that sits on top of the AT invoice mirror.