An agent that works in your Autotask
Ipster recognises the caller in Autotask, mentions the tickets that are open and creates a new ticket with the right priority and deadline. Your service desk finds everything in Autotask, without typing anything up.
Ipster and Autotask, directly connected
The actions the agent performs in Autotask
You choose which actions the agent may use. The connection is meant for phone agents.
Recognise the caller
At the start of the call the agent looks up the caller by phone number, as a contact or as a company's general number. For a contact, it also mentions the open tickets, newest first.
A note on a ticket
If someone calls about a ticket that is already open, the agent adds a note with what the caller reports.
Create a ticket
The agent creates a ticket for the caller's company, with a priority from P1 to P4, the queue you set and a deadline from your SLA.
Look up the account manager
For a sales question, the agent looks up the company's account manager, with name, phone number, extension and email address.
Review the ticket history
The agent fetches the company's latest completed tickets, with the solution. Handy when the same problem comes back.
Search the knowledge base
The agent searches the Autotask knowledge base for articles about the caller's problem, by title and keywords.
From call to ticket, without manual work
- 1
Your customer calls
Ipster answers and looks up the caller in Autotask straight away, as a contact or as a company's general number.
- 2
The agent helps
It mentions the open tickets, so the caller can say whether the call is about one of them, and searches the knowledge base if you wish.
- 3
A ticket or a note
A new ticket with a priority from P1 to P4, or a note on a ticket that is already open.
- 4
The ticket is in your queue
With a deadline that follows from your SLA. The caller hears the ticket number.
Ticket in Autotask
Ticket · By Ipster
New, with a priority
Deadline · By Ipster
Calculated from the SLA
Note · By Ipster
The caller's report
You stay in control
Choose the actions
Switch each action on or off, from recognising the caller to searching the knowledge base.
Link priority and queue
The agent chooses P1 to P4 according to your prompt. You link those to the priorities in Autotask and choose the status, the queue and the source for new tickets.
Set up the SLA
Enter the resolution time in working hours for each priority, and your working hours. The deadline of the ticket follows from that.
Connected in three steps
Create an API user
In Autotask, create an API user with security level "API User (system)" and an API Integration Code.
Connect Autotask
Enter the username, the secret and the integration code and click Test connection. Ipster looks up the zone and fetches the pick lists.
Set up the tickets
Choose the actions and link the status, the queue, the source and P1 to P4. Then enter the resolution time per priority.
The SLA targets per priority cannot be read through the Autotask API, so you enter them yourself.
Ipster also works with
Frequently asked questions
About the Autotask integration
Let your agent work in your Autotask
Book a demo and see how Ipster recognises the caller, mentions tickets and creates a ticket with a priority and a deadline.
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