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Why it’s bad to email helpdesk customers from Outlook

Effective communication is crucial in providing IT companies using Autotask, and MSPs must have a reliable and efficient system to communicate with customers. In this blog post, we will discuss why communicating through Autotask ticket notes is better than emails in Outlook or Gmail.

Why you should NOT use Outlook

Email makes your helpdesk less scalable. Specifically, using email via Outlook has these dysfunctions:

  • Difficulty keeping track of emails
  • People can’t get sick
  • Figuring out timelines is next to impossible

To justify those, let’s dig into them:

For one, it can be challenging to keep track of the communication trail with email, which can lead to lost information, missed messages, and misunderstandings. It’s not uncommon in a long-lived ticket for customers to lose track of recommendations, questions, etc., because of emails coming from multiple systems and people.

In addition, email can be a problem when technicians are out of the office. When an IT technician is out sick, it can be hard to access their inbox and ensure that all necessary issues are being addressed. (Sure, you can delegate access, but.. to the whole team?) The lack of visibility can also make it difficult for other team members to pick up where the sick technician left off, potentially leading to further delays.

Email can also be confusing, especially when trying to track down who/what/when when a ticket goes sideways. When different technicians are working on a single issue, there can be a lot of back-and-forth communication between the customer and the technicians, which can be hard to keep track of and lead to confusion if it’s from individual emails.

Just Use Autotask Ticket Notes

Using ticket notes as a central communication system can solve many of the issues associated with email communication. Ticket notes provide a centralized location for tracking issues, which makes it easy to keep track of all communication regarding an issue in one place.

One of the benefits of ticket notes is that they enable technicians to see all open issues, even when a colleague is out of the office. This means that even when an IT technician is sick, another team member can easily access the open tickets and ensure that all necessary issues are being addressed.

Ticket notes can also improve communication between the MSP and the customer. By having a centralized location for communication, customers can easily track the progress of their issues and receive updates in real-time. This makes it easier to manage expectations and provide a better customer experience.

Finally, it’s much more difficult to create a disaster via Reply All when ticket notes than via emails.


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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