ADMIN: Configuring Service Desk automation settings

Autotask is designed to work out of the box, but each Autotask customer uses ticketing and the Services Desk features differently, to support different products and services.  With Service Desk settings in the Admin area, Autotask Administrators are able to configure many of the ticket settings to conform to their business workflow.

Automation tools

The following automation features (configured on the Automation tab) are especially relevant for tickets:

  • Templates that allow you to populate multiple fields. Refer to Form templates.
  • The checklists that can be added to tickets. Refer to The Checklist Library.
  • The ticket notification templates you will use to communicate with your customers. Refer to Notification emails. These may include a variable that allows customers to provide feedback with two mouse clicks. Refer to The Service Thermometer.
  • A tool to convert emails in your support email box to Autotask tickets. Refer to Incoming email processing.
  • The workflow rules that create tickets or automate ticket processing based on rules you define. Refer to Autotask workflow rules.

Dispatching

You can customize the following service call features:

Service Desk enhancements

You can enable the following enhancements for your Autotask instance: