This is the third course in our Essentials track. Ensuring your Service Desk is properly configured is critical to successful service delivery. That is why this course focuses on the major features and functions of the Service Desk Module and their relationship to one another - from Tickets to Service Calls and everything in between! [Presenter: Katee Cufari, Autotask]

1. Launching Your Service Desk

2. Katee Cufari
Partner Program Manager
Autotask, East Greenbush NY

3. Agenda:
 Ticket Creation
 Core Configurations for Data Capture
 Service Level Management
 Workflow Automation
Q&A

4. A Service Desk Ticket is created:
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Manually
Ticket from Email (Outlook Extension)
Your Support Address (IEP)
Client Access Portal
Remote Monitoring Applications

5. Using Favorites 
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Reduce manual data entry.
Improve Resource Utilization.
Clearly outline instructional procedures.
Ideal for training purposes.
Simplify Ticket, Time Entry, Task, Service
Call, and Opportunity creation.

6. Ticket from Email (Outlook Extension)

7. Your Support Address (IEP)

8. Client Access Portal

9. Core Configurations for Capturing Data

10. Enable These Workflow Policies:
 Require Issue and Sub-Issue Type fields for Service
Desk Tickets
 Require Work Type Name field for Service Desk
Tickets
 Service Level Management

11. Require Issue and Sub-Issue Type fields for
Service Desk Tickets
 Q: Why make this required?
 A: Always take advantage of Autotask’s
ability to collect data.
 A: Create a functional catalog of useful
information.

12.  Q: How will this help?
 It will fortify your internal processes.
 It will improve Resource Development by
implementing structure.
 It will strengthen your reporting capacity at the ticket
level.
 Knowing the trends of the work performed will save
you time and money.

13. Require Work Type Name field for Service Desk Tickets
Q: Why make this required?
A: Always take advantage of Autotask’s
ability to collect data.
A: Control your billing

14. Q: How will this help?
 Control what is displayed on your invoices.
 Bolster your reporting capacity at the Time Entry
Level.
 Identify areas of your business that are the most /
least profitable.

15. Enable Service Level Management
Q: Why turn this on?
A: Better understand and improve the
overall level of service you are providing
A: Quickly identify weak points in your
processes.

16.  Q: How will this help?
 Isolate exactly where you are consistently performing at a high
level, and quickly identify where you need improvement.
 Including an SLA adds monetary value when selling your
Services.
 Performance data is collected automatically. The results define
if you have met or exceeded your own custom goals.
 SLA data provides you with a precise gauge to guide you in
terms of Resource allocation.

17. Enable Service Level Management

18. Enable Service Level Management

19. Workflow Automation
Q: Why use Workflow Rules?
A: If you have ever wanted a programmable robot on
your staff, congratulations, you now have one.

20.  A few examples:
 Auto-escalate tickets to your internal teams based on the
criteria you set.
 Apply specific SLA’s to different ticket types.
 Automate ticket closure.
 Generate surveys based on the type of Issue.
 Auto-correct classification mistakes.
 Adjust the Due Date of a ticket

21. Q: Why use Workflow Rules?

22. Tying it all together
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How can you create tickets more efficiently?
How can you ensure your data is being collected?
How can you add value to the Services you sell?
How can you automate your busy work?

23. What you end up with
Structure
Automation
Data
Profit

24. Q&A