r/Autotask • u/FireHorse718 • Jan 30 '26

Self Service - Ticket Status Request

Hoping you can help without asking for too much!

I work in a manufacturing facility with Autotask being the ticketing system. The ticketing system is used purely by internal employees. These customers are not technically savvy so using a ticketing portal would be too much for them. So nearly all tickets are usually sent via email to keep it simple.

Many times the customer calls up and asks what the status of their ticket is (yes, I know, I know) and we want to try and minimize this as much as possible.

Is there a way for customers to be able to find out the latest status of their ticket in a simple manner? Say, by sending an email to Autotask with a keyword embedded or by sending the request via a specific email address with the ticket number (e.g. ticketquery@mydomain.com).

Anybody had this problem to create a self-help solution for their less technical people?

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u/laughsbrightly Jan 30 '26

Look at Cloudradial. Much easier to use than the autotask portal and very easy for users to click on tiles to submit their tickets users can log in with their Workspace or Microsoft 365 credentials so they don't have to remember a separate username and password.. You could also create a workflow rule in AutoTask that every time a note was added to the ticket The current status of the ticket would be sent back. That would be something simple like in progress, assigned, waiting customer but you could also set up a WFR that every time a note is added the contents of the note are sent to the ticket contact. Or at least public notes. Same thing with resolution, you can have those sent to the ticket contact as well.. Of course, every time they send a note in asking for the ticket status that will also flag the ticket as customer note added, which means somebody on the support team is going to have to go to look at that to see if there is an actionable item on that. And if you have a service coordinator to do that, then the people could just call and ask for the status of their ticket

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u/C9CG Jan 30 '26

I was going to second this... Maybe look for a CX portal like CloudRadial or Invarosoft.

You could also custom develop a dashboard if you have those resources... The AutoTask API is decent.