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

Ticket appearance

  • Ticket categories that control what fields and tools are available for tickets. Refer to Managing categories.

Options for certain fields

Security and auditing

Co-managed help desk

You can use Autotask to set up co-managed IT. Refer to The Co-managed Help Desk.



You can import tickets, ticket notes, and ticket time entries into your Autotask instance. Refer to: