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 e-mail 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, HyBlue, Zenith InfoTech, Kaseya, Level Platforms, and others.

  • Take Advantage of Outlook Integration

    Create tickets faster and streamline workflow by submitting tickets from Microsoft Outlook, creating notes and tickets from e-mails.

  • 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.
 FEATURE COMPARISON Autotask
Go!		 Autotask
Pro
Easily Process Customer Service Requests X X
Automatically Capture Service Alerts X X
Service Dashboard & Reporting X X
Create Proactive Maintenance Plans X X
Workflow & Escalation of Service Tickets X X
Automatic Notifications & Actions X X
Branded Client Portal With Taskfire® Add-on Add-on
Configuration Items X X
Service Level Management X X
Outsource Management (universal ticket-sharing) X X

Enhanced Service Level Management. Capabilities 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. It is the only such tool that gives you complete and granular flexibility to improve your service delivery, and it automatically integrates SLA performance criteria and alerts within your regular workflow.

Knowledgebase. Autotask Knowledgebase is a robust knowledge-management tool that is fully integrated within Autotask. It will allow your organization to build your own, company-specific knowledgebase by collecting and organizing your company’s know-how and disseminating it internally to your resources - or share your Autotask Knowledgebase with your customers through a tie-in with the Autotask Client Access Portal.

Add Products Directly to Tickets and Projects. It is now even easier to bill for products – from a Ticket, from a Project and even directly in a Contract. New enhancements to streamline product billing workflow include the ability to easily select products on Cost screens and have all related fields default to the selected product – and it automatically decrements the inventory item in Quickbooks and flows easily through billing and reporting.

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.

Autotasks Service Level Management module leap-frogs anything currently available. It not only lets you to 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.

Yes, you can afford it!

It's hard to believe that a service that is as comprehensive and mission critical as Autotask can be so affordable. The fact is, you can get going with our industrial strength platform for as little as $29 per month, with no upfront fees for a single user with Autotask Go!. And even our most powerful product, Autotask Pro, can be had for less than what you charge for a single hour PER month of billable time per user. Ask one of our reps for your personalized ROI calculator.

You'll be amazed at how such a small investment can generate such a huge impact to your bottom line. Better yet, don't take our word for it...check out what our customers have to say about the positive impact Autotask has had on their businesses.

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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 Natrix “Autotask saved my business.”
Eric Rivest Download