IT and Business Insights for SMB Solution Providers

New Autotask Products Further Enable Service Providers: Page 2 of 2

Providers can assign service tickets to any partner on the Web, and monitor and manage the work on the tickets in real time. By Chris Talbot By ChannelPro

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The other new product Autotask announced was Taskfire, a co-managed service desk that connects the internal ticketing system to the solution provider's service desk.

"This is sort of a way that the service provider can now deliver a slice of their Autotask or essentially an internal IT system to go with that client access into the customer. And it's tied directly into their system," Godgart said.

Included in Taskfire is a workflow automation engine that manages the flow of tickets between internal and external IT resources based on specified criteria. It enables solution providers to deliver a range of new, supplemental co-managed services, he said.

"It's important for a couple of reasons. One is it's a type of product that allows the service provider to really innovate and win some new business," Godgart said. It provides new tools so they can create new service models.

Additionally, solution providers can also use it as a prospecting tool with existing customers, he said.

"We're really looking at these as wonderful enablers. We think in the future the service providers will have much larger expanded services portfolios, and they can't do all this stuff alone," Godgart said.

This article originally appeared in eChannelLine.

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