Autotask v2 gives partners a more streamlined way to manage inbound calls with caller context, ticket visibility, and guided setup built directly into Desktop. Reliability improvements across Desktop remove several everyday friction points, and the redesigned Android Messages experience brings a cleaner, more consistent interface for mobile messaging.

What's New

• Autotask v2 is live in the Desktop Marketplace for Early Access partners. The rebuilt integration delivers faster load times, dedicated navigation for Accounts, Contacts, and Tickets, and impersonation-only access control. Incoming call pop-ups automatically surface caller details and active tickets in Desktop, and a built-in help center provides interactive walkthroughs directly in the integration panel so partners can get started and learn features in context without leaving Desktop.
• The Desktop "from" dropdown now clearly identifies lines that support internal messaging only, helping prevent failed sends to external contacts.
• The Android Messages screen has been redesigned for Early Access partners with a cleaner thread list, a modernized chat view, and improved media handling for text, images, GIFs, audio, and files.
• DTMF tones now transmit reliably on D2 devices during calls that use specific codecs, so keypad presses are received correctly during two-factor authentication, door intercom, and elevator phone interactions.
• Custom ringtone selections now persist across logout and login sessions instead of resetting to the operating system default.
• The dial pad now reappears reliably after calls end, resolving a race condition that could leave the dialer hidden after certain call flows.
• Queue calls can now be declined properly in Desktop, so calls do not continue ringing indefinitely when agents need to manage availability.
• The My Teams tab now displays members in the correct sort order for a more consistent view.
• Long contact names now stay within their display area in messaging and contacts views, keeping the interface clean and readable.
• Newly added Shared Inbox users can now see the full conversation history instead of only messages sent after they were added.

Why You'll Love It

Autotask v2 makes it easier to respond to inbound calls with the right context rather than switching between applications to find caller details and open tickets. Desktop fixes also remove several small but persistent issues that could interrupt daily work, while the refreshed Android Messages experience brings a cleaner, more polished mobile workflow.

How to Access It

Autotask v2 and the redesigned Android Messages experience are available to Early Access partners. Both Autotask v1 and v2 run side by side with separate settings and data, so existing workflows are not disrupted. Install Autotask v2 from the Desktop Marketplace, and use the in-product Early Access controls to enable eligible features through the Managing Early Access Features instructions.

Early access features are available right in the product to opt-in. Use these instructions to get started: Managing Early Access Features

Desktop reliability improvements, DTMF fixes, and Shared Inbox updates are live now and apply automatically.