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Top 7 Ways to Improve Autotask Ticket Notes

I recently wrote a (mini-rant) blog on why you should always use Autotask Ticket Notes instead of Outlook to email a customer. I wanted to expand on what makes a good “ticket note” further.

While using ticket notes as a central communication system can be beneficial, IT MSPs using Autotask must follow some best practices to make the most of this tool. Below are some tips for effectively using ticket notes to communicate with customers:

  1. Document all interactions and updates: It’s essential to document all interactions and updates in the ticket notes to ensure that everyone involved in the issue is aware of the current status. This includes documenting the issue, the steps taken to resolve it, and any updates provided to the customer.
  2. Assign and track tickets: Assign tickets to specific team members and track their progress to ensure that issues are being resolved in a timely manner. By assigning tickets to specific team members, it’s easy to keep track of who is responsible for resolving each issue.
  3. Provide timely and thorough updates: Customers want to know what is happening with their issue, and it’s essential to provide timely and thorough updates. This means providing regular updates, even if there is no progress to report. It’s also important to communicate any changes in the status of the issue promptly.
  4. Use clear and concise language: Use clear and concise language when communicating through ticket notes to avoid misunderstandings. Avoid technical jargon and use language that the customer can understand.
  5. Set expectations: Set expectations for response times and issue resolution times. This helps manage customer expectations and ensures that issues are being resolved within an acceptable timeframe.
  6. Use automation: Use automation tools to streamline ticket management and ensure that all tickets are being tracked and resolved in a timely manner. This includes setting up automated notifications to keep customers and team members informed about the status of their issues.
  7. Monitor and analyze ticket data: Monitor and analyze ticket data to identify trends and areas where improvements can be made. This includes tracking response times, issue resolution times, and customer satisfaction ratings.

By following these best practices, IT MSPs that are using Autotask can effectively use ticket notes to communicate with customers and provide efficient and effective IT services. Effective communication can help build strong customer relationships and improve the overall customer experience.

Side note: Document your best practices and have examples ready for your staff!


In this webinar, Dustin Puryear, Autotask expert and MSP industry veteran, will show you how to set up Kanban boards in Autotask, integrate them with your workflow rules, and how to get the most out of them.

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