ADMIN: Configuring ticket 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.
You can customize the following ticket features:
Additional fields and ticket organization
- User-defined fields used to collect ticket information that cannot be accommodated in Autotask system fields. Refer to Managing user-defined fields.
- The folders that will contain tickets with similar characteristics. Refer to Service Desk queues.
- The generic support email address of your company. Refer to Configuring a support email address default.
Ticket appearance
- Ticket categories that control what fields and tools are available for tickets. Refer to Managing categories.
Options for certain fields
- The list of ways a ticket can enter Autotask. Refer to Ticket sources.
- The list of ticket statuses that track the progress of a ticket. Refer to Task & ticket statuses.
- The list of ticket priorities the indicate the urgency of a ticket. Refer to Task & ticket priorities.
- Customizable fields you can use to categorize your tickets for routing, workflow, searching and reporting purposes. Refer to Adding issue types and sub-issue types
Security and auditing
- The service desk security permissions configured for your security levels. Refer to Service Desk security settings.
- The list of tickets that have been deleted from your Autotask instance. Refer to Viewing deleted ticket information.
- The Deleted Ticket Activity Log shows the deleted edits and changes to tickets. Refer to Viewing deleted task and ticket activity logs.
Co-managed help desk
You can use Autotask to set up co-managed IT. Refer to The Co-managed Help Desk.
Metrics
- Ticket resolution metrics
- The summary metrics that display on the legacy Service Desk Dashboard. Refer to Tickets By... summaries.
Utilities
You can import tickets, ticket notes, and ticket time entries into your Autotask instance. Refer to:
