Basic ticket workflow
- Create a Ticket
- Manual - A user in your company manually creates a ticket. Refer to Adding, copying, and editing tickets.
- Client Portal - Your clients use the Client Portal to create a ticket. Refer to Overview of Client Portal and Taskfire Internal Help Desk.
- Incoming Email Processing - Your clients send an email to your support email inbox and you redirect it to a mailbox on the Autotask server, where it gets converted into a ticket. Refer to Incoming email processing.
- Workflow rule - Your workflow rules can create tickets based on triggers from CRM, contracts, or projects. Refer to Adding, editing, and copying workflow rules.
- OPTIONAL: Schedule the ticket. If you need to make an appointment with your customer or with a vendor to resolve the issue, either on the phone or on-site, reserve a time slot on the Dispatch Calendar. Refer to Creating and managing service calls from a task or ticket.
- Work on the ticket. For a description of the Ticket page, refer to The Ticket page.
- Track the time you spend working on the ticket. Refer to Adding a ticket time entry.
- Add new information about the issue as a note. Refer to Adding a note to a task or ticket.
- Associate documents with the ticket. You can upload or link external information such as Word documents, images, or spreadsheets to the ticket. Refer to Adding and managing attachments.
- Track any billable and non-billable materials you use to resolve the ticket. Refer to Adding or editing a ticket charge.
- Track travel expenses associated with the ticket. Refer to Adding and editing expenses.
- Complete the ticket. Refer to Completing tickets.
- Bill the customer. Refer to Invoicing.
Automatically create tickets from emails
