How to Log a Ticket

Ticket Info:

When logging a ticket in AutoTask it is important to add in all key information. This allows for quick and efficient triaging to take place. Meaning the appropriate resource can be allocated to your request instantly (depending upon the priority). It allows our team to spend time investigating the request rather than going back and forth for standard information which in turn is not cost effective for you.

We have outlined the key pieces of information below when logging a request in AutoTask. You can also use this as a starting point for your team internally.

Request Type

Select ticket request type - either Existing Project or Support (see below for further details on)

Title

This is a short description of the request itself. When entering try and make this as specific as possible

Example:

i.e. Change Main Navigation

or Contact Us Form Submitting without all required fields entered

or Product ABC Missing Product Image

Description

Please detail step by step instructions for what your request is about. This is the only way that we can efficiently identify and action your requests.

Example:

Contact Us Form Submitting without all required fields

1. go to contact us form on www.mywebsite.co.nz/contact-us

2. Here you will see there are 4 required fields - Name + Description + Phone + Email

3. enter information into the below required fields

- Name

- Description

- phone

3. Leave the email field empty

4. Click on the submit the form button

5. form is then submitted when it shouldn't be as the last required field 'email' was not entered.

Form should not be submitted without the email field as it is a required field - please fix

Service Provider Priority

Please assign an appropriate priority to your issues so we can prioritise the really important ones (you can review priority statuses here).

  1. Critical priority issues – website down or customers cannot shop, developers will begin work on a fix as soon as the issue is reported with resolution the same day (24/7).
  2. Urgent priority issues – any issue which is preventing a user from purchasing a product or any issue that is having a negative impact on the clients day to day operations, developers will begin work on a fix as soon as the issue is reported with resolution within 2 business days.
  3. High priority issues – any issue where a significant number of customers cannot access key services (other than shopping) or receives an experience that reflects poorly on the brand will be resolved within the agreed release cycle.
  4. Normal priority issues – any other issue potentially affecting the user experience but not stopping the user from using the website or shopping will be resolved within the agreed release cycle.
  5. Low priority issues - any issue not directly effecting usability or brand experience will be resolved as soon as possible, but not later than the annual upgrade.
Enter the URL of the page in question

Enter the applicable URL of the relevant page into this field (this is a big time saver as it allows us to see exactly where you are).

Example:

www.mywebsite.co.nz/productabc_135

Are there any examples you can provide?

Add any specific examples to help speed up the review time. This could be product ID's or category pages or order iD's.

Including items that are working and items that are to easily compare.

Screenshot or Document attached?

(Save & Attach File)

Any key items relating to the request that can assist in completing the request

For this field select if you have added an attachment. To add the attachment scroll down to the 'add documents' section.

Example:

  • Screenshots (i.e. showcasing where the item is in relation)
    • When adding screenshots please include the URL bar so we can see exactly where you are and also what browser your are on :)
  • Design Mock-ups
  • Email Correspondence
  • Spreadsheets (i.e. sample data report)
  • Data Files (i.e. product spreadsheet upload files)
  • Videos

Types of Tickets:

There are two types of tickets you can log in Autotask.

Support Ticket

  1. To log a support ticket, hover over the menu item as below and click "New Ticket".
  1. This will open up a new window where you can select the request type. Select "General Support - Service Request".
  2. Continue to the detail screen. Add a title, description and any additional information against the background questions.
  3. You can Save Ticket to submit it, or you can Save & Attach File such as a screenshot.
  1. Our team will be notified when you submit a Helpdesk ticket. From here, we will triage the ticket.

Project Ticket

  1. To log a project ticket for an existing project, hover over the ticket menu item as above and click "New Ticket".
  2. This will open up a new window where you can select the request type. Select "Existing Project - Ticket Request".
  3. Continue to the detail screen. Add a title, description and add the project name against the background question.
  4. You can Save Ticket to submit your ticket, or you can Save & Attach File such as a screenshot.
  1. Your PM will be notified when you submit a Project ticket. From here, the project ticket will be triaged and associated with the corresponding project.