Tickets
When you have an issue to report to us, you can submit a ticket through the Client Portal A branded web portal through which you and your service providers can collaborate on tickets and projects.. The ticket will go directly into one of our IT management queues, where it will be immediately prioritized and assigned.
What is a ticket?
A ticket is the electronic record of a technical problem that needs to be resolved either by us or another service provider or, if Taskfire An extension of the Client Portal that lets you manage your own internal help desk. is enabled, by your internal help desk. You create them to request a service or technical support.
NOTE Most tickets will be regular service requests (reset password, upgrade Windows...), but we may also categorize a ticket as an incident ticket (something's not working...), problem ticket, or change request ticket. This designation will appear on the upper-right corner of the ticket page. Refer to About change requests, incidents and problems.
The ticket initially includes only the information you enter: a title, a description of the issue, the priority, answers to any background questions, and your contact information. After we receive the ticket, assign it, and begin to work on it, the ticket will include additional information, such as the technician we assigned, the number of hours worked on the ticket, and notes and attachments that have been added. How much of this you can see will depend on our global ticket settings and your security level. But you will be able to track what is happening, add attachments, and enter notes of your own.
The Tickets menu
The Tickets menu in your Client Portal contains the following options for the standard and Taskfire security levels:
| Menu Option | Description | Standard Client Portal Security Levels | Standard Taskfire Security Levels | |||
|---|---|---|---|---|---|---|
| Basic | Advanced | Manager | Resource Any user with an Autotask login. | Administrator | ||
| New 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. | Click to submit tickets directly into our ticketing system. Refer to Creating a ticket. | Yes | Yes | Yes | Yes | Yes |
| New Quick Ticket | Click to create a ticket that requires only a title and a description. Refer to Creating a Quick Ticket. | Yes | Yes | Yes | Yes | Yes |
| My Tickets | Client Portal Security Levels:Tickets where you are the creator, the ticket contact, or an additional ticket contact Taskfire Security Levels: Tickets where you are the primary or secondary resource Refer to Searching for tickets. |
Yes | Yes | Yes | Yes | Yes |
| Open Tickets | Incomplete tickets, including recurring tickets due within 30 days and tickets at sub-organization Previously: Subsidiary. Your Client Portal instance may be configured to use one fo the following terms instead: Sub-Account, Sub-Business Unit, Sub-Client, Sub-Company, Sub-Customer, Sub-Site. locations. Refer to Searching for tickets. | No | All | All | All | All |
| Recently Completed Tickets | Tickets completed within the last seven days. Refer to Searching for tickets. | Mine | All | All | All | All |
| My Change Approvals | Tickets that require your approval. Refer to About change requests, incidents and problems and Searching for tickets. | Mine | All | All | All | All |
| Ticket Search | All tickets regardless of status. Refer to Searching for tickets. | Mine | All | All | All | All |
| End Client Tickets | 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 Billing Organization. See End client tickets. | No | Yes | Yes | Yes | Yes |
| Queues | All tickets assigned to the queue. Refer to Taskfire: managing ticket queues and Searching for tickets. | No | No | No | Queues they are assigned to | All |
What you can do with tickets...
If you are a user with a standard Client Portal security level
Depending on your security level, you can do the following:
- Submit tickets directly into our ticketing system. Refer to Creating a ticket.
- Search for existing tickets. Refer to Searching for tickets.
- Monitor the progress of previously submitted tickets and review our staff's notes and time entries. Refer to Viewing a ticket.
- Add notes and attachments of your own. Refer to Adding a ticket note and Adding attachments to tickets, projects, or Knowledge Base articles.
- Grant approvals for proposed work online. Refer to About change requests, incidents and problems.
- If you are an organization we bill for work done for another organization (the "end client"), you can review the work we did for the end client. You can find more on that in the topic End client tickets.
If you are a user with a Taskfire security level 
Users with a Taskfire license can run their own internal help desk in the Client Portal. In addition to the features available to standard security levels, they can do the following:
- Edit tickets once they are created. Refer to Taskfire only: editing a ticket.
- Work on internal tickets yourself. Refer to Taskfire only: tracking internal time on a ticket.
- Escalate tickets that go beyond the capacity of the internal help desk to us or to another service provider. Refer to Taskfire only: transferring a ticket to a service provider.