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The Autotask "Zero" Account

Every Autotask instance has a special built-in Account commonly referred to as the "zero" Account. This Account represents your own organization (the MSP) within Autotask.

What Makes It Special​

The zero Account has unique characteristics that distinguish it from regular customer Accounts:

  • Represents your company: It is the Account for your own MSP organization, not a customer.
  • Cannot be billed: Time entries and charges on this Account cannot be invoiced since you cannot bill yourself.
  • Cannot be deleted: It is a permanent system Account that exists in every Autotask instance.
  • System fallback: Autotask and integrations may use it as a fallback when no other Account can be determined.

How to Identify It​

The zero Account is typically named after your company. You can identify it by:

  1. Looking for the Account with ID 0 in API responses
  2. Finding the Account that matches your MSP's company name
  3. Checking the Account that has billing disabled

Best Practices​

Avoid Using It as a Catch-All​

While the zero Account can technically hold tickets, it is not ideal for catch-all purposes because:

  • Tickets on this Account can be confused with internal work
  • It clutters your internal Account with external requests
  • Reporting becomes harder to separate internal vs. external work

Recommendation: Create a dedicated Account called "Unknown Account" or "Unassigned" for tickets from unrecognized senders. This keeps your internal Account clean and makes it easier to review and reassign unmatched tickets.

When It Makes Sense​

The zero Account is appropriate for:

  • Internal IT requests from your own staff
  • Internal projects and tasks
  • Testing and development work