Top 10 Service Desk & Help Desk Features In Autotask

Top 10 Service Desk & Help Desk Features in Autotask

Autotask PSA is a complete business management solution. As it is a SaaS application, you do not have to deal with any overhead of hardware and maintenance. And the service is available for use any time, any place.

You can perform several tasks like tracking and managing projects from start to end, sales opportunities, and new accounts. In addition, you can keep track of inventory and manage procurement workflow.

Autotask PSA also comes with a powerful service desk module that lets you seamlessly work with outsourced IT help desk providers.

You can outsource, assign and track tickets. It helps you measure employee performance to see if they meet SLA targets. The platform can help tag incoming tickets so service desk agents can quickly resolve customer issues.

Autotask PSA can perform several business functions, but today we will be focusing on the ones that help deliver quality service to customers.

Top 10 Service Desk & Help Desk Features in Autotask

1. Dashboards

Dashboards are the link between the data in backend databases and business users. It makes data easy to understand by using charts and gauges.

Dashboards are made up of tab groups, tabs, and widgets. You can utilize these structural elements to present different views of the company.

You can have a tab dedicated to the service desk and have relevant information available in a graphical format. Security level permissions and line of business can control access to the Dashboards.

2. Service Desk Ticketing

Tickets form the basis of communication between the users and the business. Therefore, they are an essential element on which the help desk functions.

With Autotask, you can create five types of tickets, namely:

  • Service Request
  • Incident Ticket
  • Problem Ticket
  • Change Request
  • Alert

The ticket type helps with quick assignment and resolution. For example, the incident ticket will be straightaway routed to the incident management team, who will troubleshoot and fix the unplanned interruption.

You could create tickets as standalone, or if the service is performed repeatedly, you can create a recurring ticket.

3. Outsourcing Tickets

Companies and MSPs can use Autotask to work on service tickets. For example, the platform offers the means to outsource a ticket to another Autotask database or a subcontractor. It also allows the means to accept a ticket created in another database.

The outsourcing portal on your end and the subcontractor portal on the MSP’s end will always be in sync. So, you can view the progress on tickets and share additional details if required.

The module also provides outsourcing reports which can be used to measure performance and optimize workflows. There is a detailed report format option that lets you drill down to every single ticket that meets your criteria.

4. Service Desk Automation and Enhancement

Service desk agents tend to perform repetitive manual tasks. This module by Autotask helps you automate such tasks and optimize the service workflow.

For example, you could use Form Templates to auto-populate multiple fields in the ticket forms. In addition, you can assign speed codes to new templates you create.

Similarly, you can create notification templates using which you can send communication emails with variable fields that pull data from the Autotask platform.

You can define SLAs, set ITIL processes, and measure the service desk’s performance against the set standards.

5. Knowledgebase

Up-to-date knowledgebase can help resolve customer issues quickly and provide consistent quality service.

With Autotask, you can create a company-specific repository and make it available to your employees and customers. The platform also supports automated problem and resolution searching, further reducing resolution time.

This module gives you access to four tools – authoring, integration, search engine, and rating system.

6. Autotask LiveMobile for iOS and Android

LiveMobile, available for iOS and Android, can be used by MSPs to provide customers with all-around support. It offers the flexibility to access their work on the go.

With LiveMobile, one can access tickets, calls, and to-dos in real-time. One can create and submit reports, update and review knowledge base articles, schedule appointments, and create and manage opportunities.

7. CRM

The CRM module of Autotask lets you create and manage customer, partner, and vendor relationships with your company.

From a service desk perspective, the CRM module provides customers and sales reports. According to a McKinsey report, 71% of customers expect companies to provide personalized interactions.

These reports can come in handy when dealing with service tickets. Agents can drill down to customer profiles and tend to their concerns better.

8. Asset Management

With Autotask, you can keep track of assets that are associated with customers. The platform uses configuration management and RMM software to check the asset’s health.

If an issue is identified, the RMM software will trigger an alert, and Autotask will create a ticket and auto-populate fields. Details like asset category, problem, billing contract, and SLA can be attached to the ticket, and it will also be moved to the proper queue.

You can automate everything from issue identification to ticket assignment.

9. Reports

Reports are essential because they let you view the current state of your company, the volume of work, the performance of the service desk, and improvement areas, among others.

There are two types of pre-built reports. First, standard reports are hard-coded to security-level permissions and categories. Then there are System reports which can be edited or run as-is using the LiveReports engine. Finally, you can utilize the same engine to create custom reports.

10. Project Management

If you want the service desk team to work on special projects, you can create and manage them under this module.

You can create four types of projects: client, internal, proposal, and template.

Autotask will provide you with tools to schedule the tasks required to meet the business objective, build a team, assign tasks, set deadlines, and track progress.


Autotask PSA offers a fully functional service desk module that helps optimize the service workflow, help employees do their job consistently well, and provide you with the means to track performance.

With the service desk features, you can automate repetitive tasks, work with MSPs, monitor tickets, generate reports, and provide quality customer service.

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