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.
Ticket Category Best Practices and Tips
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 evolves.
What is the difference between a ticket category and a form template? We use categories to determine which fields will appear and which templates will be available on the ticket. We use ticket templates to prefill information in the ticket.
If you change a ticket category, the ticket data will not change, although some data fields may be hidden until you change the category again to make the hidden fields visible.
Most Common Ticket Categories and When to Use Them
Some of the ticket categories have confusing names, because Autotask limits the number of characters in the name.
Curr MS, add/del device/svce
Current Managed Services Customer - add or delete a device or a service license.
Used for existing managed services customers to:
- Remove or add RMM devices (generally workstations or servers) .
- Swap a workstation from one user to another. (This is our definition of a workstation "swap:" A different user is being assigned an existing RMM workstation.)
- Remove or add licenses/users for a service.
It's also acceptable to add a data wipe for devices that are being removed from RMM under a ticket with this category.
Do not use this category for offboarding a customer.
User issue- internal Help Desk
End User Issue. Monthly help desk customer. Issue to be handled by internal GGIT team.
This category will only be used for help desk customers.
This category requires a config item be entered in the ticket's configuration item field.
The user is having an issue that needs to be resolved.
(If the issue is cloud service-related and the cloud service is provided by GGIT, use the category “Cloud Support - Current Users," instead.)
User Issue internal (RMM cust)
User Issue, managed services customer, not help desk customer, handled by internal GGIT team.
This category will only be used for non-help desk managed services customers.
Add the user’s workstation as the config item unless another
device is more relevant.
If the issue is cloud service-related and the cloud service is provided by GGIT, use the category “Cloud
Support - Current Users," instead.
Special Project
Technical work including:
- Data Wipes. Choose ticket template 061 for hard drive wipes. More on data wipes.
- Work done on projects such as Office 365 migrations and other cloud migrations.
- 2FA Setup for multiple users.
- Assessments. For both onsite and remote assessments. You must choose a queue.
- Repairs and upgrades such as hard drive replacements, additional RAM, etc.
- Other items that may not fit easily into other ticket categories.
Administrative Change/Request
For adding or removing end user contacts in Autotask, password changes for services we manage, etc. Also for administrative questions from the customer.
User Support (non-RMM cust)
For customers that
have no subscription with us. There are only a handful of these "legacy clients" left.
No config item is required.
Cloud Support
Support for cloud services sold by GGIT.
Issues with Office 365 only when resold by GGIT. (If customer purchases 365 directly from Microsoft, use category "User Issue -handled internally.")
Security Awareness Training is a cloud-based service we provide. For this reason, any issues or problems accessing this service go under this category.
Issues with web sites that we manage go under this category as well.
Managed Services Support/Maint
For managed device issues. (The ticket requires at least one configuration item. You should add more if appropriate.)
There's a trick to easily add the correct configuration item to a ticket. Once you add a user as the contact and save, click the icon next to the config item field and it will show a list of config items associated with that user.
User Issue -Mission Control HD
When you manually create a
ticket for our out-sourced help desk, always start with this category.
On/Off-Board MS or New Svce
For onboarding a new Managed Services customer (or adding a new service for a current customer) or removing a current Managed Services customer (or removing a specific service for a current customer).
Recurring Maintenance
Used for all recurring ticket templates.
Software/Registration Renewals
For software subscriptions, firewall licensing, domain registration expirations, etc.
Geek Girls Internal
Only for internal technical issues or administrative work such as documentation cleanup.
Sales/Service Inquiry
For working on quotes and proposals for customers, pre-sales questions, etc.
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