Automated Workflow

Run your managed services better than ever before! Autotask includes a system that automates the handling of e-mail alerts from MSP monitoring software and a powerful Workflow Automation engine designed to dramatically streamline the way service tickets are created, processed, and resolved.

There are literally thousands of possible automated routines that can be created with Autotask’s workflow process engine.

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In IT services, time is money. More precisely, billable time is money. The more time you and your staff spend on redundant, low-value tasks, the less time you have for billable work. That's just one of the reasons Autotask's automated worklfow engine is so powerful.

Autotask lets you create and customize your own intuitive workflow rules to significantly reduce the time it takes to manage your business. From Ticketing, Sales Opportunities and Projects, to Expenses, Timesheets and Billing, there are literally thousands of possible ways to streamline how work is initiated, processed and resolved.

And it doesn't stop there. Because it's 100% delivered in the cloud, you can engage and automate notifications and workflow rules for the myriad applications that integrate seamlessly with Autotask -- from your RMM and discovery tools, to accounting packages, even your Outlook and MS Exchange servers. Think that would free up some time?

  • Create Workflow & Escalation Rules for Service Tickets

    A point-and-click interface makes it easy to define and customize rules for handling your service tickets: when and how a service ticket is to be escalated and what actions should be performed. Copy and paste existing rules and use them as the basis for building new ones.

  • Define Automatic Actions

    Autotask lets you define automatic actions such as notifications, escalation in priority, change in status, and reassignments to be initiated when service standards and time-based commitments are at risk.

  • Provide an Audit Trail on the Service Ticket

    Never worry about having back-up documentation for the work you perform on service tickets. Autotask gives you automatic reports that display the events, conditions and actions taken.

  • Streamline Business Workflow

    Use Autotask workflow queues to track RFQs, project proposals and RMAs. New customer setup is fast and avoids dropped balls. Create check-off lists that detail tasks to be done, and the people to do them.

  • Use Notification Templates

    Drop system variables into your automatic e-mail notifications to create unique messages for each workflow rule. IT Services personnel can view ticket detail by opening a window in the ticketing system from a link in the notification e-mail. Autotask supports multiple pathways such as Outlook, e-mail enabled phones and pagers.

  • Comply with Required functionality from Cisco and others

    If you are a Cisco Partner, Autotask ensures that priority levels comply with the Cisco Prioritization and escalation guidelines. Autotask also meets and exceeds all of the Cisco requirements for Silver and Gold partnership levels.

NOT SURE WHERE THIS GOES

These features allow any service provider to increase utilization, eliminate queue monitoring and manual triaging, comply better with SLAs, and keep track of profitability.

And, for MSPs or companies that use software internally to monitor systems, this Autotask promises a revolution in efficiency. The entire process of handling alerts from beginning to end is streamlined to respond faster, more efficiently, and more appropriately.

Here are three real-world examples of automated workflow and escalation rules:

Example Escalation Rule 1: Whenever your customer, Acme Corporation, uses the Autotask client access portal you installed, automatically route the request to Joe Technician, and move it to the “Dispatch” queue if the job is coded for on-site support.

Example Escalation Rule 2: When an alert comes in from your internal Monitoring system that indicates that one of your main hosting web server has gone down, automatically create an internal service ticket, then assign it to the lead tech with a critical priority and also notify his mobile device and email account. If the alert is still open and idle for 10 minutes, then notify the customer service manager that the ticket needs action now.

Example Escalation Rule 3: All overdue bug-fix tickets from “Jeopardy” or “Premier” customers are sent to a queue called “Immediate Attention”. The ticket status set to critical and a special notification is sent to the service manager.

Once installed, automated workflow and escalation systems such as Autotask will:
  • Ensure reliable communication, improve response times and drive best practices.
  • Increase utilization by reducing or eliminating the time to constantly monitor queues, triage and review customer service ticket lists.
  • Allow you to apply workflow and escalation rules to alerts from server monitoring software.
  • Give you the ability to meet and exceed SLAs, heading off problems before they create service issues or financial penalties.
  • Keep everything on track so your customers will receive the customer service level that matches their support agreement and your internal best practices.
  • Improve your selling process by demonstrating your commitment to the highest level of service and support. Show your prospect how your internal systems give you a competitive advantage over your competition.
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