End client tickets
SECURITY Client Portal users at Autotask customers that have been selected as Billing Organization on one or more contracts
NAVIGATION 
> Tickets > End Client Tickets
Monitoring end client tickets and projects
If your company is a customer or partner of our company, and we are billing you for work we did for one of your customers (the end client, whom you will bill directly), you can use your Client Portal A branded web portal through which you and your service providers can collaborate on tickets and projects. to view tickets and projects that contain billing items we are billing to you. This allows you to track the work we are doing for your customer.
End client tickets and projects are not mixed in with the tickets and projects we do for your company. They are accessed from separate pages that display only tickets or projects that include work done for another company where your company is the designated Billing Company. The Ticket The Autotask entity that tracks service requests, incidents or problems that were added to Autotask by your customers, internal employees, or remote monitoring software. Search will not return any end client tickets, and no end client data will appear in reports. You do, however, have access to the Knowledgebase A Knowledge Management tool integrated with Autotask and Client Portal that lets service providers collect, organize and disseminate company-specific know-how to your resources and optionally, through the Client Portal, to customers. from end client tickets.
End client tickets
The End Client Tickets page displays a table of all tickets for which your organization Your Client Portal instance may be configured to use one fo the following terms instead: Account, Business Unit, Client, Company, Customer, Site. is the designated Billing Organization. It allows you to view information about tickets where we do work for one of your clients, but invoices are sent to your organization. The page is only available to Client Portal users from Autotask customers that have been selected as Billing Organization on one or more contracts.
Tickets appear on this page if:
- The ticket is associated with a contract where your organization is the Billing Organization
- One or more time entries on the ticket are associated with a contract where your organization is the Billing Organization
The End Client Tickets table displays general information about each ticket.
- All dates and times on the table appear in your organization's time zone. Dates without times display in Eastern Standard time.
- End client ticket information is read-only. You cannot add or edit notes or attachments. You can print any table that displays a Print button. You can click the ticket contact name to email the contact. An email message form opens in your default email application.
On this page, you can do the following:
| Option | Description |
|---|---|
| Export A feature that allows you to extract data out of Autotask to be used for import into other applications. | Click the Export button to export the contents of the ticket table to CSV, Excel, or PDF. |
| Include Completed Tickets |
By default, the table does not display tickets with a status of Complete. To display tickets with a Complete status, click to select this check box. To hide completed tickets, click to clear the check box. |
| Column Filters |
A column filter appears at the top of each column below the column heading. You can search by any column. Simply begin to type the first few characters of the data you are searching for in the appropriate column filter. The search will begin shortly after you stop typing, allowing you to enter as few or as many characters as you wish. The more characters you enter, the more precise the search. For example, to filter by client, begin to type the client name in the client filter field. All filters except for the date filters are "starts with" filters. That is, if you type A, the list will include all clients with names that start with A; if you type Acme, the list will include only clients with Acme as the first word in the name. For date fields, you must enter a complete date or select a date from the date picker. The date filters return only exact matches. You can search by multiple columns at once. For example, once you search by client name Acme, you can then search the Acme client tickets by another filter. |
| Ticket Number link |
Click the ticket number to open the ticket detail page in another window. The ticket detail displays general ticket information including the organization name, create date, status, ticket contact, the internal resource (if assigned), and the due date. You can also see the description and a work history including attachments. The Work History displays only information related to the ticket items for which your organization can be billed. Hours worked are not displayed until we approve and post the time entry. |