Autotask's New Ticket UI
June 2017
New Ticket UI Goals:
Autotask has been focused on enhancing our experience within the system for many years by investing in an efficient, streamlined and effective user interface. We benefit from this investment leveraging Dashboards, Widgets, LiveReports, Quick navigation and search options, etc.
If you were at CommLive16 you may have attended a session designed to give us a peek at the vision for Autotask's 2017 focus. If you happened to be sitting next to me, you would have seen my stunned reaction and genuine excitement at the unveiling of the New Ticket User Interface. This UI is taking Autotask to a new level with a configurable, customized, information driven experience designed to help us be more successful!
New Ticket UI Structure:
The new UI is comprised of three configurable sections which will provide instant understanding, quick actions, insights to drive action and easy access to more information.
- Details (Left Panel) = Ticket Attributes such as Status, Queues
- Main Canvas (Center) = Activity, Notes, Attachments
- Insights (Right Panel) = Accounts, Contact, Configurations
New Ticket UI Basics:
Ticket Categories: Tickets will be assigned a category which are designed to classify types of tickets and drive the user experience. "Standard" categories will be released with typical layouts, defaults and sections.
Ticket Timelines: Visually represent the ticket life-cycle using the timeline display of SLA events such as First Response, Resolution Plan, Resolved Status and Completion.
Ticket Checklist: Outline the steps required to resolve a ticket by defining a ticket checklist within the Main Canvas. Test on associated Workflow Rules to drive checklist actions.
Ticket Notifications: Easy access to Additional Contacts to drive ticket notifications. Select "To, CC and BCC" recipients as well as detect and store from the Incoming Email Processor.
New Ticket UI Next Steps:
Start checking the Autotask Live Webinar Training site in the month of July. This will be your opportunity to visualize how this new user interface experience can be leveraged within your organization!
Current Target Release dates by zone:
- America East (ww3 & ww14) - August 18th
- America West (ww5 & ww15) - August 22nd
- London (ww4 & ww16) - September 5th
- Australia/NZ (ww6) - September 6th
Connect with me to chat more about this awesome release! (PS: Don't forget to register for CommLive17)
Speaking Event: 2017 XChange Conference
Come Join me at The ChannelCo's xChange2017 Conference in Florida! I will be speaking on Managing the Costs of Managed Services.
To see the full agenda go to: http://www.thechannelco.com/events/xch17/agenda#agenda
Monday, Aug 14, 2017, 01:30 PM
Gaylord Palms Resort & Convention Center, West Osceola Parkway, Kissimmee, FL, United States
RSVPs are enabled for this event.
More About CFS and Michelle
CFS offers solutions that optimize your overall business strategy and solve the "real" business issues you face daily. This translates into the right systems for your business to succeed. Our goal is to streamline processes, produce reliable analytical data to make informed decisions, increase profitability and give you a competitive edge to ensure your success!
Email: michelle@cfs-support.com
Website: cfs-support.com
Location: 1201 Third St, Alexandria LA 71301
Phone: 318-561-8323
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