List of Autotask Ticket Queues (In Progress)
"To Do" Queues
Each tech has a "todo" queue - items that should be addressed within the week but do not require scheduling with a customer. In general, these items may be treated as a lesser priority. This does not mean that these tickets should be ignored indefinitely.
Prioritizing "To Do" Tickets
As a guideline, tickets with a normal priority should remain in your todo queue for no more than 8 business days without being completed. Tickets with a high priority should remain in your todo queue for no more than 4 business days.
Hint: There is a ticket template for each to-do queue. To effortlessly move a ticket into a specific queue, use the template.
In order to communicate to the queue owner that the ticket is more timely and customer is waiting on it, set the ticket priority to HIGH.
Queues for scheduled work
Remote Support
Onsite Support
Help Desk - Work assigned to Mission Control Help Desk (They can see all queues and will initially see the ticket as long as its status is new and they are the primary and only resource. The queue is to help us stay organized. )
Alerts from Devices We Monitor - Sent either via SMTP or via Datto RMM to alert us to important device issues on devices we monitor.
Notifications from Devices/Services we Monitor - Not as critical as alerts - sent via SMTP Sent via SMTP, IT Glue or Datto RMM - notifications about devices we monitor. Failed backups, domain expirations, disk space issues, etc.
Other Queues
"Workstation Offline" Tickets - Tickets that customer has been notified five times over five weeks that the device is offline but customer has not responded. Office admin / office intern can call customer as time permits.
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