Nexa Lab Blog – Autotask has become one of the leading choices for Managed Service Providers (MSPs) looking for professional service automation software (PSA). The software has become so impactful that MSPs can’t run their operations without the Autotask PSA.

One of the key features that makes Autotask PSA so impactful is their ticketing system. That’s because ticketing is at the heart of MSPs’ operations. Without an efficient ticketing process in place, MSPs would struggle to effectively manage and prioritise client requests and issues.

But what makes the Autotask PSA ticketing feature so important for MSPs?

Today, we are going to explore the Autotask ticketing system to get to know what makes it so important for MSP.

Now let’s get to it!

What Are the Key Features of the Autotask Ticketing System?

The reason MSPs depend so much on Autotask is because they offer a complete ticketing system software solution. It includes everything MSPs need to streamline their ticketing process, such as customisable ticket templates, automated workflows, and real-time tracking capabilities.

Here are the key features of the Autotask ticketing system, according to their official website.

• Ticket Creation: Autotask allows IT support teams to efficiently log requests as they come in, with features such as custom forms, automatic email-to-ticket conversion, and user-friendly interfaces to ensure accurate capture of necessary details.
• Ticket Assignment: The system utilises algorithms or predefined rules to assign tickets to the appropriate technician based on factors like skill set, availability, and current workload, ensuring timely response and efficient workload management.
• Automation: Autotask automates various aspects of ticket management, from creation to resolution, reducing human error and freeing up staff for more complex tasks, thereby improving productivity.
• Customisable Workflows: The platform provides flexibility to tailor workflows to specific operational needs, enhancing efficiency and aligning with existing business processes.
• Advanced Reporting and Analytics: Autotask offers robust reporting and analytics capabilities, providing insights into key metrics such as resolution times and customer satisfaction, which can be used to optimize operations and improve service quality.

It includes features that might sound basic, such as creating, assigning, and tracking tickets.

However, those features are the ones that help MSPs stay organised with their workload. You can also customize the ticket fields, so you can adjust the system to your needs.

In Autotask, you can add fields for service type, priority, and client information easily, so you have more information regarding each ticket at a glance.

Another important feature is automated workflows. Autotask lets you set rules that automate ticket management. For example, you can automatically assign tickets to technicians based on their skills or current workload. This ensures timely responses and better service quality.

Additionally, Autotask provides detailed reporting capabilities. You can generate reports on ticket status, resolution times, and technician performance. These reports offer valuable insights to improve operations and meet service level agreements (SLAs).

The best part of it, Autotask can integrate with any other software.

So you don’t need to worry if you are using Autotask PSA for operation, while on the other side, let’s say your sales and marketing team is using Hubspot for their customer relationship management (CRM) software.

You can still integrate those two systems, so ticketing and client information can seamlessly flow between the two platforms, improving efficiency and collaboration across departments.

More on Nexalab’s blog: Autotask Project Management: Features and Functions

Why this Feature is Important for MSP

When clients face problems, they expect quick solutions. A well-organised ticketing system can make sure every issue is handled quickly and nothing gets ignored.

Efficient ticket management leads to happier clients. When clients see their problems resolved quickly and effectively, they’re more likely to stay loyal and recommend your services. This is especially important in a competitive industry where great service sets you apart.

The customisable ticket fields feature lets you capture all necessary information when creating a ticket.

This means technicians have everything they need to fix the issue without needing to ask clients repeatedly. This speeds up the resolution process and improves the client experience by reducing delays and misunderstandings.

Automated workflows are key to keeping things running smoothly.

Automatically assigning tickets based on predefined rules ensures they are quickly assigned to the right technician. This reduces response times and prevents bottlenecks by evenly distributing work among your team members.

And then, Autotask’s reporting features can also help hold your team accountable.

Detailed reports track metrics like response times, resolution times, and technician productivity. This data helps you spot areas for improvement and ensure you meet your service level agreements (SLAs).

Lastly, integration is just like the last piece of the puzzle that makes Autotask perfect and perfecting your MSP business operations.

This feature can make your overall MSP operation process more efficient.

When your ticketing system, for example, connects with your CRM system, all customer interactions are logged in one central location.

If Autotask connects to your RMM, you can automate tasks like software updates and patch management, saving your technician team time and reducing the risk of human error.

How to Set Up Your Ticketing System in Autotask PSA

Setting up the Autotask ticketing system involves several steps to ensure that it meets your specific needs and integrates seamlessly with your existing tools. Here are the steps to set up your ticketing in Autotask PSA.

Step 1: Configure Ticket Settings

1. Log in to Autotask:
   • Access your Autotask account as an administrator.
   • Navigate to the Service Desk settings in the Admin area.
2. Configure Ticket Settings:
   • Customise ticket settings such as additional fields, ticket organisation, appearance, and security and auditing settings.
   • Ensure the ticket settings conform to your business workflow.

Step 2: Add Autotask Ticketing Recipients

3. Navigate to Administration:
   • Go to Administration > PSA Integration.
4. Add Autotask Ticketing Recipients:
   • Click Add.
   • Enter a name for the ticketing recipient.
   • Configure the issue type, priority, and resolution time.
   • Set up notification settings and escalation preferences.
   • Configure time entry and notification schedules.

Step 3: Create Tickets

5. Create Tickets:
   • Ensure the Autotask integration is enabled and configured.
   • Navigate to the Device Summary page or create a ticket from the site level.
   • Fill in relevant fields and save the ticket.
   • The new ticket will be listed in both Datto RMM and Autotask.

Now you know how to use the ticketing feature on Autotask PSA.

The next step, you can start to explore the more advanced features like automation or integration.

Automation features in the ticketing system can help you assign tickets, send notifications, or update ticket statuses based on predefined rules.

Integration feature will connect Autotask to other software solutions of your choice. However, this step can be a little bit technical. You’ll need some basic knowledge of scripting or programming to have these advanced features.

It’s recommended that you seek training or assistance from experts like Nexalab. With expert assitance you don’t need to think about the technical aspects and can focus on maximizing the benefits of automation and integration in your ticketing system.

More on Nexalab’s blog: How to Use the Autotask Outlook Plugin to Boost Your Productivity

Conclusion

Autotask’s ticketing system is a powerful tool for MSPs looking to improve their service delivery and client satisfaction. Its key features, such as customisable ticket fields, automated workflows, robust reporting capabilities, and integration with other tools, provide a comprehensive solution for managing client issues.

Investing in PSA software is a smart move for any MSP looking to improve their operational efficiency.

However, to get the most out of your PSA, it needs to work with your other tools.

Nexalab’s App Integration Services can help you connect your PSA with other essential platforms, like CRM software, for example. This means you get a complete view of your operation, automate repetitive tasks, and personalise your customer interactions. It’s a solution that helps you get the most out of your PSA investment. Contact Nexalab today to explore how App Fusion can drive your business forward.