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.
Related Articles
List of Note Templates in AutoTask
Here is some general info about Autotask Notes. (You must be logged into Autotask to view the article.) Notes are one type of form template in Autotask. Here are some of the more common ones we use. Not all note templates are available in all ticket ...Customer Support Request (Current customer, non-help desk)
This is for current customers. For new customers, see “New Client Intake Instructions” Much of this info is intended for the office admin, but it is important for techs to know how to manage customers on the phone, create tickets and prioritize when ...Ticket Statuses (in progress)
Much of the information regarding customer needs and issues is communicated between team members via tickets. For this reason, it's critically important that ticket statuses and notes are always kept up to date. Every resource on a given ticket is ...Ticket Categories and How to Use Them
The ticket options all flow from the category. So it's important to start with the correct category. When you create a ticket, choose the category before doing anything else. The ticket's category can change as our knowledge of the underlying issue ...Send a "to do" ticket assigned to a specific tech to AutoTask via email
Anyone with an internal email account can send a ticket from the nygeekgirls.com email to NEWTICKET@geekgirlsIT.com: The ticket subject must include the tech's first name (or in the case of a temporary employee, the employee's user name; e.g., ...