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]

1. Navigating Autotask: Learn how to get
things done better and faster!
Pachita Lekanda
Implementation manager
Autotask UK Limited

2. AGENDA
Navigating
Autotask
Adding spell
checker in Autotask
Autoforms
Autotask
Community Forum
tips and tricks
Sending text
messages from
Autotask
Q&A

3. Navigating
Autotask

4. “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

5. View other users’ “My Tasks and Tickets”…

6. 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

7. Different way to find tickets

8. Extend your CRM view
 Improve CRM Dashboard view to have better visibility and
control of sales opportunities.

9. Extend your CRM view
In Admin Left Nav: Site Setup  Resource setup  Security Levels  Select one of the
resources and change CRM Dashboard settings

10. 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:
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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

11. Favorites can be created as follow

12. Use My Autotask and Bookmarks to save time

13. Use My Autotask
save time
and Bookmarks
to
 Cut down on click
 Access your Recent items ( last ten pages visited are
displayed as well as favourites)
 Set your login homepage screen

14. AUTOFORMS

15. Collect Info. from Your Web Site
 Use Autotask AutoForms to collect information on:
 New Leads, Contacts; Opportunities ; To-Do’s & Notes

16. Use your website to collect data
 Benefits:
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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

17. Sending text messages
from Autotask

18. 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

19. Use notifications to send text messages from
Autotask
Country
Provider
Email format
Spain
Vodafone
0number@vodafone.es
UK
O2
44number@mobile.celloneusa.com
Germany
T-mobile
number@t-mobile-sms.de
Netherlands Orange
ITALY
Vodafone
South Africa MTN
France
SFR
0number@sms.orange.nl
number@sms.vodafone.it
number@sms.co.za
number@sfr.fr

20. How to send text messages from Autotask
 Vodafone Example:
 From email or from Notifications type the following
 To: 065727899@vodafone.es
 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.

21. Adding a spell
checker to Autotask

22. 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

23. 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/

24. Check Out Our Tips & Tricks Section

25. Q&A / Discussion