Autotask Updates
Autotask What's New 2024.4
This release will start on October 10, 2024, with our Limited Release zones, and complete with all zones on November 20, 2024. 2024.4 starts a new frontier for technician productivity with the introduction of Cooper Copilot for Autotask, the smart AI-assistant that amplifies your work by allowing you to focus more on solving problems, and less on administrative ticket work. For more details, and to see the fixes included in this release, see the Release Notes.
Cooper Copilot for Autotask
Amplify your IT expertise, boost efficiency and achieve more without compromising quality with three features powered by Cooper Copilot. All Autotask users can try Cooper Copilot for free until November 30, 2024. Starting December 1, 2024 Cooper Copilot will be available exclusively for Autotask Ultimate subscribers. Learn more about Cooper Copilot for Autotask, the additional features and benefits of Autotask Ultimate, and request pricing.
Smart Ticket Summaries
Spend more time solving problems and less time sifting through long notes, emails and time entries. Our team can quickly catch up on issues by providing concise, internal-only overviews of the steps that have been taken, all with a single click. This means less time searching for context and more time focusing on resolutions, perfect for minimizing additional expenses on level 2 and 3 escalations.
Smart Writing Assistant
Increase user satisfaction with clear, concise communication powered by the latest AI models. This feature perfectly converts jot notes, tech-jargon and short-hand in notes and time entries to professional, friendly communication designed to promote understanding by end-users. With Cooper Copilot for Autotask, your team’s bedside manner is a 10/10.
Smart Resolution Summary
Keep accurate records and maintain audit readiness by creating step-by-step resolution notes for completed tickets to build a comprehensive documentation repository for future use. This helps your team complete tickets easier in the future, improving resolution time, and empowering junior resources to tackle tougher tickets.
Autotask What's New 2024.3
This release will start on July 24, 2024, with our Limited Release zones, and complete with all zones on August 8, 2024. 2024.3 brings a dedicated invoice view to the Client Access Portal, enhanced integration with VSA 10 and the first phase of a massive update to Contracts with the Multi-Contract Update Wizard. For more details, and to see the fixes included in this release, see the Release Notes.
Invoices in New Client Access Portal
Invoices are now available to be displayed within the New Client Access Portal as a standalone page.
- View all invoices and their status in a new Invoice List page
- Drill into details of each invoice and preview the Invoice template through the Invoice Details view.
- [Coming Soon] Process payments for pending Invoices using Connect Booster by paying through ACH or by using a credit card.
VSA 10 Asset Remote Control
The Remote-Control feature allows users to gain access to devices that are associated with VSA 10 directly from Autotask. This can be accomplished from the device itself or directly from a ticket that contains the associated device.
- Navigate directly to a Device or to a Ticket that has a device that is associated with VSA 10 and click the Remote-Control button.
- If you have not accessed your VSA 10 account before, you will be prompted to grant authorization.
- A list of active sessions will appear. Choose an active session or click Login to begin a new session.
Multi-Contract Update Wizard
From time to time, whether due to an increase in cost from your suppliers or due to price increases on your end, you will be required to update the financial values on your existing services.
We have streamlined the process to make updates to multiple contracts with our bulk service update tooling. This wizard style is faster, simpler and more intuitive than traditional update methods and guides you through the process one step at a time.
- Choose which contract service items you wish to update by searching for them using various criteria and select as of when you wish to make the change.
- Determine the changes you wish to make, either to the cost or price (or both), and the type of change (to/by an amount/%) and apply any rounding and markup rules you wish to us.
- Review your changes and make individual updates on a per-item basis if something looks incorrect.
- Once confirmed, the batch will process in the background, leaving you to continue with your day while the updates are made. Come back to revisit the status of the batch and see which updates are complete and if any errors were raised during the process.
Autotask What's New 2024.2
This release will start on April 4, 2024, with our Limited Release zones, and complete with all English zones on April 18, 2024. This release introduces an integration to Microsoft Teams and improved VSA 10 integration. For more details and to see the fixes included in this release, see the v2024.2 Release Notes.
Microsoft Teams Integration
Staying on top of critical issues is imperative to your success. However, the increase in email notifications can make it hard to cut through the noise and focus on top priorities. With this feature, you have more options to segment your notifications by delivering desired workflow notifications directly to a Microsoft Teams channel. In addition to displaying a quick summary, you can quickly act from notifications posted to a Teams channel with three action buttons to deep link to View, Edit or Add Time Entry to a ticket.
Using the powerful workflow rules already in Autotask, you can easily curate which notifications are sent to which Teams channels. For example, you could create a Teams channel for VIP users, and then create a workflow rule to only send a Teams notification to that channel when tickets of a certain priority are updated by VIP users. Another channel could be set up to receive notifications for all Priority 1 tickets, regardless of which user they are from. The possibilities are endless, so get creative and improve your efficiency with the Microsoft Teams Integration to Autotask. To add Microsoft Teams notifications to your Workflow rules, first create a Teams channel connector in Autotask and then edit the action of your workflow rule.
Cooper Bot
The results are in: Using IT Complete saves IT Teams a tremendous amount of time, and with the power of Business Process Automation coming soon, the automation of manual, repetitive tasks will save even more time. To easily identify these efficiencies, a new system API user will appear as the actor for activities that are triggered by other modules in IT Complete. The Cooper Bot avatar will appear in the Activity feed associated with notes generated by other IT Complete modules. There is no additional charge for this system resource, and the details cannot be edited.
Autotask What's New 2024.1
This release will start on February 1, 2024 with our Limited Release zones and complete with all English zones on February 15, 2024. This first release of 2024 has exciting enhancements, from tickets and to-dos to billing. For more details and to see the fixes included in this release, see the v2024.1 Release Notes.
Impact and Urgency Matrix
Resolving critical issues in a timely manner is imperative when it comes to meeting your users’ expectations. However, if the prioritization of tickets is left to personal interpretation by your team, you cannot ensure that tickets will be addressed in the appropriate order. Autotask 2024.1 introduces a customizable impact and urgency matrix, empowering your service desk leaders to standardize prioritization across the team. Two new fields have been introduced to tickets, “Impact” and “Urgency.” Using these two new fields, Administrators can configure what “Priority” should be assigned when a certain combination of these fields is selected. This standardizes the way priority is set and removes the burden from dispatchers and technicians to select the appropriate priority of a ticket.
Dashboard Widgets for Integrated Customer Billing
On the dashboard, you can now add widgets that display the pending and posted billing items for each Kaseya modules connected to Integrated Customer Billing. For example, you can now configure a widget to display the billing volume for your RocketCyber Managed SOC service or your Security Awareness service with ID Agent’s BullPhish ID. Now, at a glance, you can see the expected revenue by service.
Integrated Customer Billing Page
We have updated the look and feel of the Integrated Customer Billing page by displaying available modules in tiles. You can now enable or disable a module using the slider.
Organization-Specific Advisory Boards
Building on the globally available advisory boards, you can now create change advisory boards (CABs) for a specific organization. These new CABs, combined with the Client Access Portal, not only empower you to follow proper change management protocol, but they can also foster strong co-managed relationships with your customers and users.
Bulk Delete Checklist Items
Keep your checklists neat and tidy. You can now bulk delete all, selected or non-completed checklist items from tickets, tasks or opportunities.
Adding IT Glue Checklist Templates to an Autotask Ticket
Never miss a step in the process with IT Glue checklists. Previously, IT Glue checklists were available only at the organization level. In 2024.1, you can now add IT Glue checklists to an Autotask ticket just like you would an Autotask checklist. This ensures that your carefully created checklist templates in IT Glue are actioned on Autotask tickets. Just click “Add from IT Glue” to get started.
Link Autotask Ticket Checklist Library to IT Glue Checklist Templates
Remove any excuse for not using a checklist. IT Glue Checklist Templates can now be associated with the Checklists Library in Autotask. This means that once linked, you can use Workflow Rules and Form Templates to add an IT Glue checklist to an Autotask ticket, just like you would an Autotask checklist. When an IT Glue checklist is added to a ticket, Autotask checks IT Glue for the latest version of the Checklist Template. This means that once linked, you can adjust and refine your process in IT Glue and have the changes reflected in Autotask automatically.
Bulk Edit CRM Notes and To-Dos
Keep your notes and to-dos tidy and up to date with bulk actions. From the to-do or notes search page, you can bulk select to delete or update the action type, assignee, description, start or end times.
Autotask What's New
Building on the 2023.5 and 2023.6 release, the following features are now available without the need for a full release from Autotask.
Language Support for Client Access Portal
The new Client Access Portal now supports additional languages. Your end users can now interact with the client portal in their preferred language, even if your Autotask database is hosted in another language. Users can select their preferred language in their user preferences once they have opted to use the new portal. The following languages are now supported in the new Client Access Portal:
- English
- French
- Spanish
- German
Integrated Service Ticketing
Never miss an important alert again! Integrated Service Ticketing allows you to centralize and easily triage alerts from all your Kaseya modules in Autotask. This integration offers full support for Autotask Queues, Issue Types, Priority, allowing you to design your alert resolution process using the full power of Autotask. With automatic round-trip closure, alerts that your technicians resolved in a supported Kaseya module will be automatically closed in Autotask. Additionally, if an alert self-resolves before a technician can act, the ticket will be automatically updated and closed.
This integration is configured in the module that creates the alerts. The following Kaseya modules now support Integrated Service Ticketing:
- Datto Workplace
- Datto File Protection
- Graphus
- Spanning for Salesforce
- ConnectBooster
Autotask What's New 2023.6
This release will start on November 14, 2023, with our Limited Release zones, and complete with all English zones on December 5, 2023. This will be the final release for 2023, closing out a huge year of innovation in Autotask. In years past, Autotask would be updated two to three times a year. However, this year, we have doubled that and provided six releases to our users — and we aren’t slowing down anytime soon. We have big plans for 2024 and can’t wait to share these updates with you in 2024.1 early next year. Until then, you can read more about the updates included in this release along with the release schedule in the 2023.6 Release Notes.
What’s New Page
Welcome to the What’s New page for Autotask! This page is designed to summarize new features and changes to Autotask with each release. You can always get more technical details on the release from the Release Notes or the Knowledge Base. A red dot will appear on the help icon in Autotask when there is an update to the What’s New page since you last viewed it.
Integrated Service Ticketing
Building on the success of Integrated Customer Billing, we are launching Integrated Service Ticketing. This IT Complete platform feature follows the same principles as our other Kaseya platform features to streamline and simplify common integration types between products. Similar to how Integrated Customer Billing uses the same interface and engine to calculate usage-based billing, Integrated Service Ticketing will ensure that alerts from Kaseya Products are processed quickly and consistently in Autotask. This first release of Integrated Service Ticketing includes Graphus, Datto File Protection, Datto Workplace and ConnectBooster.
Client Portal Custom URL Links
Client Portal now provides more resources to your end users. You can now add up to 10 custom URLs to the Client Portal. We have also provided a new page in Admin to manage these links.
Product and Service Selectors
To provide a more uniform experience throughout Autotask, an updated single-select and multiselect product and service selector is now available.
New Fields for Service and Service Bundles
To provide more visibility and flexibility to Products, Services and Service Bundles, we have added fields and expanded field availability in columns and search.
Services and Service Bundles have additional fields. These fields can be used throughout the system, including search filters, grid columns, widgets, invoice templates, quote templates and the API. In addition, user-defined fields can be added to services and service bundles. The Admin pages to configure these new settings have also been updated with a new interface.
Autotask What's New 2023.5
This release will start on October 11, 2023 with our Limited Release zones, and complete with all English zones on October 31, 2023. You can find the exact date for your Autotask zone, along with the details of this release in the 2023.5 Release Notes.
Terminology Changes
To make it easier to navigate different Kaseya modules, we have updated the terminology used in Autotask. Customers using the English-language version of Autotask have always had the option to select from several “local terms” for certain entities and have their selection appear throughout their Autotask instance. With this release, we are adding options to the local terms and, more importantly, making the new terms the defaults for new customers. Local term settings of existing customers will not be impacted.
New Client Portal
This release brings the highly anticipated new client portal to early access. This portal has been reimagined from the ground up to provide a modern, user-friendly interface along with enhanced functionality to meet the needs of end-user communication. You can choose which organizations can see the new client portal, and during early access, end users can also toggle back to the classic portal.
Create Tickets With Workflow Rules
This highly requested feature from our community is available in this release. You can now create tickets on the CRM, Contract and Projects tab of workflow rules. For example, if a contract is set to expire soon, a ticket in the sales queue can automatically be created. This feature can also be used to replace the manual selection for ticket creation at the end of the New Contract Wizard and Won Opportunity Wizard.
IT Glue Flexible Assets Ticket Insight
In addition to IT Glue ticket insights for Documents and Passwords, you can now include IT Glue Flexible Assets. These three popular IT Glue assets can now be automatically shown on Autotask tickets based on the rules you define. For example, an Autotask ticket with the keyword “Microsoft 365” can display relevant credentials, an SOP on troubleshooting common problems or a Flexible Asset containing the Microsoft 365 licenses available for that organization. Read more about how to configure this feature in the KB article, Suggested IT Glue Documentation in Autotask Tickets.
Integrated Customer Billing
Earlier this year, we launched Integrated Customer Billing to allow usage data from your Kaseya products to update Autotask contracts. With this release, we are excited to announce that 100% of consumable Kaseya products are supported by Integrated Customer Billing with Autotask. This final release includes popular products like Datto Backup, Datto Networking and Traverse. This release also improves the renewal process for contracts that contain line items connected to Integrated Customer Billing. Read more about how to configure this feature in the KB article, Integrated Customer Billing.
Improved Attachment Management
File attachments are easier to use throughout Autotask in this release. Including the grid view, deleting items from the bulk actions menu, improved view history and additional security permissions