Technician

Autotask setup

SECURITY  Service Desk User (system)

Timesheet approver: the Business Owner user account that was created by our provisioning team.

What technicians do / technician workflow

As a technician, you troubleshoot and solve technical problems for your customers. You may do this remotely or at the customer location. Your job includes some or all of the following:

• Planning your day and prioritizing your work
• Responding to customer phone calls. When customers call with service requests or issues, you create a ticket to track the issue and your time.
• Visiting customers. If the problem must be addressed at the customer location, you will travel to the customer. You may need to track your mileage and other expenses.
• Working on tickets and tracking your time
• Tracking any products and materials you used so they can be invoiced
• Submitting your timesheet so your local organization can bill for your labor

How Autotask adds value

One of the ways small businesses lose money is by not billing for everything that is legitimately billable, because they don't keep track of the services and materials they deliver. Often, the business simply lacks a suitable tool, and timekeeping is a chore that happens at the end of the day or even the end of the week.

With Autotask, you can capture billable labor, materials, and expenses in real time on your laptop or using our mobile app. Your administrator can set up and configure LiveMobile here: > Admin > Extensions & Integrations > LiveMobile > LiveMobile.

Using Autotask provides the following advantages:

• Notes and summaries are more complete and correct.
• Sign-off options allow you to have the customer confirm that the service was delivered as described. Future billing disputes are averted.
• The true effort required to support a particular customer is captured, which helps your local organization with pricing your services, and with personnel planning.

With Autotask, you have the right tool to track the items your local organization can bill the customer for. Don't think of it as bureaucratic overhead; think of it as recording your value to the business and ensuring your local organization's financial health.

Autotask pages you will work with

In your role as Technician, you will mainly work with the following entities:

Dashboard

We have configured a dashboard tab specifically for the technician. Refer to Technician.

Tickets

A ticket is an electronic form that tracks everything about a service delivery engagement. It captures the problem or service request, additional notes or attachments, and tracks your time, materials, and expenses. For everything you need to know about tickets, refer to About tickets.

Timesheets

All time entries you make on tickets are automatically tracked on your timesheet. Depending on your local organization's business model, this data is used to directly bill the customer for your labor or to calculate the cost of managed services. At the end of each timesheet period, you will be submitting your timesheet to your approver. For everything you need to know about timesheets, refer to About timesheets.