Setting Up the Client Sentiment Custom Field in Autotask for the AI Sentiment Max App

(The following is a working draft and not final until AI Sentiment Max is released.)

Creating the Client Sentiment custom field is a requirement for activating the PSA Writeback for Ticket Note Sentiment feature of the AI Sentiment Max for Autotask Notes app. If this field is not set up, the PSA Writeback switch cannot be enabled or function.

This article outlines how to create the Client Sentiment custom field in Autotask. 

Prerequisites 

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• Admin roles in Autotask and MSPbots 
• AI Admin role

How to set up the Client Sentiment custom field 

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1. Create a new Custom Field. 
   1. Log in to Autotask. 
   2. Navigate to Admin > User-Defined Fields > Tickets.
      
      
       
   3. Click the +New button. 
      
      
       
   4. Enter Client Sentiment in the Name field and select Text (URL) from the Field Type dropdown list. 
      
      
       
   5. Click Save & Close. 
      
      
       
2. Associate the custom field with the ticket category.  
   1. Navigate to Admin > Features & Settings > Service Desk (Tickets) > Ticket Categories. 
      
      
       
   2. Select the Ticket Category that needs to be edited and click Edit. 
   3. Select the Details tab and go to Hidden Fields under the Sections & Fields section. 
      
      
       

   4. Find the Client Sentiment (UDF) custom field, then click the options menu and select Make Field Visible.  
      
      
       

      Do this step for each Ticket Category to ensure the custom field is visible in all categories.
   5. Click Save & Close. 

After completing the above steps, check if the Client Sentiment custom field is displayed on the ticket detail page. It should be there to ensure users can view the ticket information and perform relevant operations.