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Video: Automating Service Call Management in Autotask with Rocketship

In this insightful video, we delve into how Rocketship for Autotask is transforming the landscape of service call management. We examine the challenges faced by today’s helpdesks, such as handling workload reports, managing service calls, ticket queueing, and appointment booking, which are often complicated by urgent ticket disruptions. We discuss how these challenges lead to increased labor costs, delays, and the need for additional dispatchers.

Key Points Covered:

The Need for Automation in Service Call Management: We discuss the benefits of automating appointments and to-dos, highlighting Rocketship’s ability to dynamically adjust schedules based on ticket priorities for a smoother workflow integration.

The Challenges of Traditional Scheduling: We address the time-consuming, human-centered, and error-prone nature of conventional scheduling methods in IT service management.

SmartWorkQ – Advanced AI for Efficiency: An in-depth look at how Rocketship’s SmartWorkQ uses advanced AI to optimize work orders and schedules, ensuring prompt service and adherence to SLAs.

Streamlining Service Calls: Demonstrating how Rocketship automates service call initiation, updating, and completion, drastically reducing manual effort.

Flexibility in Ticket Management: Exploring scenarios where technicians need additional time on tickets, and how Rocketship efficiently manages these changes, including putting tickets on hold when necessary.

Enhanced Scheduling for Onsite Visits: Detailing how Rocketship facilitates onsite server installations, including sending Outlook invites and adjusting calendars for travel time.

The Technician Workboard and Dispatcher’s HUD: Showcasing Rocketship’s embedded Technician Workboard and Dispatcher’s HUD, which provide a comprehensive view of work status, technician workload, and more, crucial for busy helpdesks.

This video is a must-watch for IT service managers and helpdesk teams looking to enhance their efficiency and automate their service call management processes.


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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