I was on the phone with support for close to 3 hours last Friday getting my Autotask Integration sorted out. The person I was working with in support needed to consult with colleagues several times to get through the issues I was having which were related to items not documented in the AutoTask integration setup guide.
She said that the documentation is in need of a serious overhaul as by following the instructions step by step will not result in the integration working.
Maybe I was lucky that the support person was working the evening shift and had more time to work with me. I'm in Australia, so it was my morning and we both were starting our working day.