IT and Business Insights for SMB Solution Providers

Autotask Refreshes PSA Ticketing Interface

Built around a completely new three-panel design, the revamped GUI seeks to boost technician productivity by providing more customization options and allowing MSPs to align their ticketing process more closely with service level agreement commitments. By Rich Freeman

East Greenbush, N.Y.-based managed services software vendor Autotask Corp. has equipped its flagship PSA solution with a significantly revamped ticketing interface designed to streamline ticket management by making information easier to find, providing more customization options, and helping MSPs align their ticketing process more closely with service level agreement commitments.

The new GUI design is organized around three core panels: A details panel that presents basic company, contact, priority, and status information; a “Main Canvas” panel that provides a description of the ticket plus its associated notes, time entries, attachments, and more; and an insights panel containing “mini widgets” offering information administrators can use to manage tickets more effectively.

There is also a new “Ticket Timeline” that organizes ticket data by goals and milestones.

“The new ticket interface goes far beyond a visual update. All of these new improvements have been extensively researched and tested to ensure we are helping our customers be more efficient and productive,” said Patrick Burns, Autotask’s vice president of product management, in prepared remarks. “We have added substantial new capabilities to enhance the ticketing experience and have focused on human-centered presentation of data and configurability to automate business processes. The ability to customize the appearance and behavior of tickets based on use case will help our customers improve service delivery while increasing staff productivity.”

Autotask first previewed its new approach to ticketing last September at its 2016 Autotask Community Live event in Hollywood, Fla. The 2017 edition of that show begins September 17th, in the same city.

Like most of its top competitors, including ConnectWise and Kaseya Ltd., Autotask offers a suite of increasingly integrated managed services solutions. A new workplace server joined that product family in May.

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