navigating autotask: learn how to get things done better and faster
DESCRIPTION
Are you new to Autotask or just think there must be a better way to get things done? Are you looking for the best way to create contacts? The easiest way to find a key word in a ticket? The fastest way to see the work you need to do? All of this, and much more, will be covered in this real-world session focused on setting the right course of direction for working with Autotask. This session will review the following Autotask features: Bookmarks - Favorites - Quick Find - Web-Forms – My Autotask - and much more. [Presenter: Pachita Lekanda, Autotask]TRANSCRIPT
Navigating Autotask: Learn how to get things done better and faster!
Pachita Lekanda Implementation manager
Autotask UK Limited
1- Navigating Autotask
AGENDA
2- Autoforms3- Sending text messages from
Autotask
6- Q & A4- Adding spell
checker in Autotask
5- Autotask Community Forum
tips and tricks
Navigating Autotask
“My Tasks and Tickets” screen
Helps you view your own workload on one screen
Users with Admin access have the option to view any ones “My Tasks and Tickets” from the dropdown on their page
View other users’ “My Tasks and Tickets”…
Different way to find tickets
Find the ticket using:
The Autotask search bar for ticket title key words
Under service desk drop down, choose Ticket Search
Or using the left nav, filter tickets using by type (tickets,
recurring tickets or internal Taskfire) prior to searching
Different way to find tickets
Extend your CRM view
Improve CRM Dashboard view to have better visibility and control of sales opportunities.
Extend your CRM view
In Admin Left Nav: Site Setup Resource setup Security Levels Select one of the resources and change CRM Dashboard settings
Did you know that you could… Use Favourites to maximize your time
Use Speed codes and Favourites to speed up tickets and opportunities creation
Uses/benefits: Save time with repeatable data entry (i.e. think tickets) Standardize the quality of information Develop and enforce standard steps for all to follow Use customer facing text every tech can use Introduce min time values for defined tasks Report and analyze tickets and opportunities with the same
information/titles
Favorites can be created as follow
Use My Autotask and Bookmarks to save time
Use My Autotask and Bookmarks to save time
Cut down on click
Access your Recent items ( last ten pages visited are displayed as well as favourites)
Set your login homepage screen
AUTOFORMS
Collect Info. from Your Web Site Use Autotask AutoForms to collect information on: New Leads, Contacts; Opportunities ; To-Do’s & Notes
Use your website to collect data
Benefits: Self help – no time investment from you Easy data entry for prospects once the page is live Goes directly into Autotask Use Autotask notifications to follow up Increase your web traffic Generate leads Enforce consistent process
Sending text messages from Autotask
Use notifications to send text messages from Autotask
Use Cases
When new leads enter the system
High priority notifications for specific conditions
RMM codes requiring instant notification
Notifications when major upgrade or/an issue is resolved
Use notifications to send text messages from Autotask
Country Provider Email format
Spain Vodafone [email protected]
UK O2 [email protected]
Germany T-mobile [email protected]
Netherlands Orange [email protected]
ITALY Vodafone [email protected]
South Africa MTN [email protected]
France SFR [email protected]
How to send text messages from Autotask Vodafone Example:
From email or from Notifications type the following To: [email protected] Subject: New Ticket Notification Body: This is the text that will be in the body of the email.
Result on the phone: From: [Name]@domain.es (New Ticket Notification) This is the text in the body of the email.
Reply to text from a phone generates a text file attachement with the message sent to the Email address with no subject or text in the body of the Email.
Adding a spell checker to Autotask
Adding a Spell Checker to Autotask
Internet Explorer: Speckie: version: 5.8.0 (22 March, 2013)
Instructions: Search in Google “Speckie” Download the install file Read the license agreement and make sure you are
comfortable with it Install the spell checker Enable spell-check even for one liner fields
Adding a Spell Checker to Autotask
Google Chrome – built in (Version 26.0.1410.64 m) Firefox : https://addons.mozilla.org/en-us/firefox/addon/spell-checker/
Check Out Our Tips & Tricks Section
Q&A / Discussion