Autotask Client Access
Portal Training
Housekeeping
AttendanceTime for questions, until then
Please mute your phone
Do not put your phone on hold
Welcome to Autotask Client Access Portal
Websitehttps://ww3.autotask.net/ClientPortal/Login.aspx?ci=5268
System Requirements and Browser Settings
Objectives
At the completion of today‘s webinar, you will be able to:
Login to Autotask
Update your password and profile
Submit a support ticket through Autotask Add an attachment to a support ticket Add an attachment to a support ticket Search for tickets in Autotask
View your projects in Autotask
Why use the Autotask portal?
Secure
No worries about attachments with PHI
Efficient
Tickets go directly into the queue
Accurate Accurate
No third party “translating” the issue
Easy
Logging into Autotask
Logging in
Contact your Account Manager to activate your account
Link & password provided in your welcome email Password can be changed once you login to portal Password can be changed once you login to portal
Changing Your Password
Use link at top of Client Access Page
Changing Your Password
Your Profile
Update name, address and contact information
View security level access
Using Autotask for Support Tickets
Finding your way around Autotask
Client Portal Landing Page
customer
Need Assistance with Claims Report Need new user added to system
T20110926.0000 T20111005.0000
Submitting Support Tickets
Select “Create a Ticket”
Submitting Support Tickets
Select Support Request TypeSubmitting Support Tickets
Indicate Priority of Issue
Provide title and description of issue
Assign Ticket Contact if not Contact if not you
Provide additional details
SAVE!
Reviewing Status of Support Tickets
Viewing Support TicketsAdding a Ticket Note
Adding an Attachment to a Ticket Printing a Ticket
Exporting Ticket Data Exporting Ticket Data
Viewing Tickets
View Support Tickets
Open ticket by selecting Ticket Number
customer
Need Assistance with Claims Report Need new user added to system
T20110926.0000 T20111005.0000
View Support Tickets
See ticket
details, status and actions taken
Add Notes
Customer Contact Name Customer Contact Phone Customer Name
Need Assistance Running Contribution Report
Your Name Here Need Assistance Running Contribution Report
Add
Attachments
Need Assistance Running Contribution Report
I need assistance with the Member Detail Report and the selection of members I am getting. I am using criteria #21 and need to select members from local 000 only.
I will attach a copy of the report that I need to produce.
Finding Other Tickets
Open Tickets
Recently Completed Tickets Ticket Search
Ticket Search
Ticket Search
Advanced Search – Print or Export Results
Ticket Search
Advanced Search – Print or Export Results
Adding Notes and Attachments
Use the options on the View
Ticket screen Available after
the ticket is saved
Customer Contact Name Customer Contact Phone Customer Name
Need Assistance Running Contribution Report
Your Name Here Need Assistance Running Contribution Report
Need Assistance Running Contribution Report
I need assistance with the Member Detail Report and the selection of members I am getting. I am using criteria #21 and need to select members from local 000 only.
I will attach a copy of the report that I need to produce.
Notes used to track information and
communicate with internal and external resources
Add Note to Ticket
Supporting documentation that you attach to a support ticket, such as screen shots, samples of output results, or a word document providing
additional information and expected results.
Add Attachment to Ticket
Browser Settings may need to be changed Online Help Available
Add Attachment to Ticket
Supported File Types and Size Supported File Types and Size
The file size for uploaded attachments is limited to 10 MB. Acceptable file formats include: BMP, CFG, CONF,CONFIG, CSV, DOC, DOCX, DTF, EFX, EPS, GIF, HTM, HTML, ICF, INI, JPEG, JPG, MDB, MP3, MP4,MPP, NPR, PDF, PNG, PPT, PPTX, RAR, RCF, RDP, RPT, RTF, SNP, SQL,SWF, TAR, TIF, TIFF, TVS,TXT, VSD, WAV, WPD, WRI, XLS, XLSX, XML, ZIP, EXP.
View Attachments
View Attachments in Ticket Work History
Customer contact name
Print or Export Support Ticket Data
Print from Ticket Detail ScreenExport from Ticket Search Screen
My Tickets Open Tickets Open Tickets
Advanced Search
Formats Available
.csv
Excel
Using Autotask for Projects
Reviewing Status of Projects
View Open ProjectsStart & End Dates, # of days open, Estimated Hours, Billed Hours (if security settings allow)
CUST – Disaster Recovery Test
CUST - Fund W – Change to eligibility rules
CUST – HIPAA 5010 Implementation, Base Services and Self-Services
xx.xx xx.xx xx.xx
Report Project Issue
Enter a note that is sent to the basys project team
Send Email to Project Team
Send email to the project team and external resources
