Ticket Notes Attachments

---
name: "Autotask Ticket Notes & Attachments"
description: >-
  Autotask ticket notes, attachments, and charges — the secondary entities attached to tickets:
  retrieving/searching notes and attachments, and creating, updating, or searching ticket charges
  for labor and expenses billed directly to a ticket.
when_to_use: >-
  When retrieving ticket notes, downloading ticket attachments, or managing ticket charges. Use
  when: autotask ticket note, autotask ticket attachment, autotask ticket charge, get ticket note
  autotask, download ticket attachment, ticket charges autotask, autotask labor charge, autotask
  ticket charges, search ticket notes autotask, or search ticket attachments autotask.
---

# Autotask Ticket Notes, Attachments, and Charges

## Overview

Beyond the core ticket record, Autotask tickets accumulate notes (internal/external communications), file attachments, and charges (labor and expenses billed directly to a ticket). This skill covers retrieval and management of these secondary ticket entities.

## Anti-triggers

- **The ticket record itself — status, priority, SLA, assignment** —
  use `autotask-tickets`.
- **Hours worked rather than a flat charge** — time entries and ticket
  charges are separate billing paths; use `autotask-time-entries`.
- **Reimbursing a technician's out-of-pocket cost** — that is an
  expense item, not a ticket charge; use `autotask-expenses`.

## API Patterns

### Ticket Notes

#### Get a Single Ticket Note

Tool: `autotask_get_ticket_note`

Parameters:
- `id` (required) — The ticket note ID

Returns the full note content including author, creation time, note type (internal/external), and HTML/text body.

#### Search Ticket Notes

Tool: `autotask_search_ticket_notes`

Key parameters:
- `ticketId` — Filter notes for a specific ticket
- `noteType` — Filter by note type (internal vs. external/visible to client)
- `createdAfter` / `createdBefore` — Date range
- `page` / `pageSize` — Pagination

### Ticket Attachments

#### Get a Ticket Attachment

Tool: `autotask_get_ticket_attachment`

Parameters:
- `id` (required) — The attachment ID

Returns attachment metadata and base64-encoded file content.

#### Search Ticket Attachments

Tool: `autotask_search_ticket_attachments`

Key parameters:
- `ticketId` — Filter attachments for a specific ticket
- `page` / `pageSize` — Pagination

### Ticket Charges

#### Get a Ticket Charge

Tool: `autotask_get_ticket_charge`

Parameters:
- `id` (required) — The ticket charge ID

Returns charge details including amount, description, billing status, and associated ticket.

#### Create a Ticket Charge

Tool: `autotask_create_ticket_charge`

Key parameters:
- `ticketId` (required) — Ticket to attach the charge to
- `name` (required) — Charge description
- `amount` (required) — Charge amount
- `isBillable` — Whether to bill to the client

#### Update a Ticket Charge

Tool: `autotask_update_ticket_charge`

Parameters:
- `id` (required) — Charge ID to update
- `amount`, `name`, `isBillable` — Fields to modify

#### Delete a Ticket Charge

Tool: `autotask_delete_ticket_charge`

Parameters:
- `id` (required) — Charge ID to delete

Use with care — deleted charges cannot be recovered.

#### Search Ticket Charges

Tool: `autotask_search_ticket_charges`

Key parameters:
- `ticketId` — Filter charges for a specific ticket
- `isBillable` — Filter by billability
- `page` / `pageSize` — Pagination

## Common Workflows

### Review All Activity on a Ticket

1. Use `autotask_get_ticket_details` to get the core ticket
2. Use `autotask_search_ticket_notes` with `ticketId` to retrieve all notes
3. Use `autotask_search_ticket_attachments` with `ticketId` to list files
4. Use `autotask_search_ticket_charges` with `ticketId` to see charges

### Add a Charge to a Ticket

1. Verify the ticket exists with `autotask_get_ticket_details`
2. Call `autotask_create_ticket_charge` with ticket ID, name, amount
3. Confirm charge appears with `autotask_search_ticket_charges`

### Export Ticket Notes for a Client Report

1. Use `autotask_search_ticket_notes` filtered by `ticketId` and `noteType` (external only)
2. Collect and format note bodies for the report

## Notes

- Ticket note types determine client visibility — internal notes are not visible in client portals
- Attachments are returned as base64-encoded content; large files may impact response size
- Ticket charges are separate from time entries; use the `time-entries` skill for time-based billing
- Charges must be approved before appearing on invoices — see the `billing` skill for approval workflows