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Service Desk

Process customer service requests better than ever before! With Autotask you'll deliver better service, improve response times, and have a complete audit trail, no matter whether service requests arrive via phone, fax, email or a Web portal.

Autotask tracks time and records task information, keeps things from falling through the cracks, and provides important customer metrics that will help you analyze both efficiency and profitability.

  • Service Level Management with Autotask

    Service Level Management with Autotask leap-frogs anything currently offered in any hosted IT service management or professional services automation (PSA) tool available on the market today. Whether you manage formal Service Level Agreements (SLAs) or just want to improve service and maximize customer satisfaction, Service Level Management with Autotask lets you differentiate yourself from the competition and capture more business.

  • Manage Outsourced IT Services Better

    Autotask handles support, troubleshooting, help desk, warranty work and scheduled maintenance. Use the Service Desk module to dispatch field technicians for field service break-fix, installation configuration and upgrades. Manage multiple queues, custom issues and sub-issues, priority, status, routing, ticket history, and resource selection by skill. Turn a ticket into a project task as needed.

  • Service Ticket Billing

    Easily create a client signoff sheet when the work is completed. Bill by fixed price, time and materials, milestone and percent complete contracts, prepaid retainer, block hour, and fixed monthly management support. Autotask handles the complete approval and billing workflow.

  • Capture Service Alerts Automatically

    Capture email alerts from popular remote monitoring software and automatically create service tickets. Use our workflow automation engine to create rules for automatically assigning tickets to the right resources, sending notifications, dispatching, monitoring progress and automatically escalating based on priorities you set. Works with solutions N-able, Zenith InfoTech, Kaseya, Level Platforms, PacketTrap, Dell Silverback, and others.

  • Take Advantage of Outlook Integration

    Create tickets faster and streamline workflow by submitting tickets from Microsoft Outlook, creating notes and tickets from emails.

  • Deploy Your Own Branded Client Portal

    Allow customers to create and submit their own service tickets 24x7 directly via the Web. Set up automatic notifications to alert appropriate personnel when tickets are submitted. Allow your customers to monitor progress of their issues without having to call you.

  • Monitor Everything With Service Dashboard and Reporting

    Monitor key metrics including ticket submissions, tickets due and completed, comprehensive reporting and performance charts.

  • A True, Context-Sensitive Knowledgebase

    Autotask is the only PSA with a fully-integrated Knowledgebase that lets you collect and organize your companys know-how and disseminate it internally - or share with your customers. One-click access to relevant articles from directly inside any service ticket speeds ticket resolution, supports best-practices, eliminates confusion and aids training.

    You can compose and format Knowledgebase articles using a dynamic HTML/WYSIWYG editor, even insert supporting graphics, screen shots, diagrams and images directly within the body of an article. Imagine attaching the latest service notes from Microsoft directly into a relevant article so that every tech working a related ticket has instant access to it - from right within the ticket itself!

  • Surveys and Benchmarking

    Built-in Survey and Benchmarking features are a great way to monitor customer satisfaction in real-time and improve service delivery, maximize customer retention and win new business. The survey creation wizard makes it a snap to build your survey, and the surveys themselves can be automated and built right into your workflow. You can even set up alerts to automatically notify you when you need to take action.

    And, our opt-in, service benchmarking program leverages the huge Autotask user base so you can compare your performance - anonymously - with similar service providers and make adjustments or adopt best practices as needed to improve your business.

 FEATURE COMPARISON Autotask
Pro
Easily Process Customer Service Requests X
Automatically Capture Service Alerts X
Service Dashboard & Reporting X
Create Proactive Maintenance Plans X
Workflow & Escalation of Service Tickets X
Automatic Notifications & Actions X
Branded Client Access Portal Add-on
Taskfire Co-Managed Service Desk (requires Client Access Portal) Add-on
Configuration Items X
Service Level Management X
Outsource Management (universal ticket-sharing) X
Integrated Customer Surveys and Benchmarking X
Add Products Directly to Tickets & Projects X
Integrated Knowledgebase X
Microsoft Office Outlook Integration X
Speed Codes to Quickly Populate Data X
Enter Time after Midnight with Single Time Entry X
Ticket & Project Visibility for Partners & Master MSPs thru Client Access Portal X
Supported in IE, Firefox, Chrome and Safari X
IT systems are so important to the day-to-day operation of most businesses, we're seeing more and more end-users demanding guaranteed response and resolution times - especially for mission-critical systems and apps. That can be a nightmare if you don't have the tools in place to measure, monitor and meet your commitments, but it creates a real competitive advantage for our customers because they can not only offer those services and deliver them, they can prove it every time.

Autotask's Service Level Management module leap-frogs anything currently available. It not only lets you define and track your internal key performance indicators (like initial response time, time to develop a resolution and final resolution time), it lets you create, sell and deliver-on very sophisticated service level agreements designed to exactly meet your client’s needs.

And, unlike some PSA tools, in Autotask you can create a single service level agreement that covers multiple asset classes, multiple response times, multiple locations – multiple whatever. Best of all, your workflow, notifications and escalations can all be automated, and everything is tracked within the system so even reporting on your performance is easy.
WEBINAR Incident Management Secrets of Best In Class Service Desks Service Desk and its role in the service delivery process. View Webinar
White Paper Service Level Management Improve your service delivery and increase customer satisfaction. Fully integrated in both Autotask Pro and Autotask Go! Download
Case Study masterIT Good To Great: How one IT company is transitioning their IT services business with Autotask Download