How to Determine If a Customer is a Help Desk Customer

How to Determine If a Customer is a Help Desk Customer

Primary Method

The info on whether customer is on a Help Desk plan is in IT Glue in the organization’s “Site Summary” asset.


Secondary Methods

  1. In Autotask: Account> User Defined Fields section>Help Desk Support Type. If this is set to Yes - Registered with Mission Control, the customer is entitled to prompt help desk support.
  2. In Autotask: Account> Account classification.  If this is set to code HD, the customer is entitled to prompt help desk support. 

Info
Coming soon: Codes on each ticket email for quick ticket triaging!! - 11/12 2025


Alert
If the information in IT Glue is not correct, please correct it. 


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