Lists of Statuses, Templates, Categories, etc.
Ticket Issue Types (in progress)
List of Ticket Issues: Sub-Issues and Their Uses: Routine Maintenance - No Issue:Scheduled Backup Check - workstation Used for recurring workstation backup check tickets. (Data backups - not the image backups we schedule to run monthly and don't ...
Creating and Renewing an Annual Microsoft 365 Contract in Autotask
Send Contract via Docusign Please see instructions in this article. Please follow instructions very carefully. Create Contract in Autotask Depending on the service, use either "Microsoft 365" or "Office 365" in the title (no quotes) for Workflow Rule ...
Ticket Note Templates in AutoTask: Reference Guide
Here is some info about Autotask Notes to start with. Once you understand notes, you'll find it helpful to be familiar with note templates. Notes are a type of form template in Autotask. Here are some of the more common note templates we use. Not all ...
Account Classifications in Autotask: Managed Services vs. Break/Fix
Explanation of Managed Services vs. Break/Fix In the IT field, from a business standpoint, there are two types of customers: break/fix and managed services. Our managed services customers (also called RMM for "Remote Management And Monitoring") are ...
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 ...
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 ...
List of Ticket Templates (in progress)
Ticket templates are pre-built ticket blueprints that automatically populate fields when you create a new ticket. They help us standardize recurring work (like onboarding, firewall installs, PC setups, etc.) and reduce manual entry. Ticket templates ...
Ticket Statuses
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 ...