Autotask announces general availability of its new ticket interface


Autotask has released its new ticket interface. The new ticket interface, which offers more ticket management capabilities and built-in flexibility for customers to customise ticket settings to align with service level agreements (SLAs), was announced to customers at Autotask Community Live last September.

"The new ticket interface provides a straightforward way to standardize processes and make sure technicians follow through on them on a consistent basis," said Micah Thor, president at Tech Guru, an MSP in Minneapolis. "Having a checklist in place for every client installation will really help with their accuracy."

"The new ticket interface goes far beyond a visual update. All of these new improvements have been extensively researched and tested to ensure we are helping our customers be more efficient and productive. This is the most highly anticipated and well-validated project we've completed for customers and we're very excited to make it available to them," said Patrick Burns, Vice President, Product Management, Autotask. "We have added substantial new capabilities to enhance the ticketing experience and have focused on human-centered presentation of data and configurability to automate business processes. The ability to customise the appearance and behaviour of tickets based on use case will help our customers improve service delivery while increasing staff productivity."

The new ticket interface features:

  • The Details Panel presents high-level information about the company, primary contact and the priority and status of the ticket.
  • The Main Canvas provides a description of the ticket and all correlated activities. This includes notes, time entries and attachments. Ticket Timeline takes complex ticket data and presents it as a series of goals.
  • The Insights Panel offers a variety of mini widgets that provide information to help manage a ticket more effectively.

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