Associate user with Servicedesk (Servicedesk Queue)

Assigning each user to their respective Servicedesk queues is vital to maintain the check and balance within your organisation. With that said, only resources can access the queues where they belong. You can create customized queues based on your organisation's hierarchy and assign the queue owner, whom the system will notify for every transaction performed in their respective queues. Furthermore, they can't work on tickets if a resource is not set to any Service queue.

⚠️Note: System queues cannot be deactivated because some essential functions in Autotask depend on them, but they can be renamed. Your company can add custom queues, which can be inactivated, edited, and deleted.

• Creating a service desk queue in Autotask
• Assigning users to queue

Service desk queue
Service queues are used in customer support and other service management that requires an effecient way to handle request from customers or clients.

Ensure that you have an active and working Autotask account that is directly synced with Proxuma. For further assistance, you may contact your organization's system administrator.

To create a service desk queue, follow these steps:

1. Log in to the Autotask account that you synced with Proxuma.🔒

2. Hover your mouse over the Main Menu.🖱️

3. Then, hover over the Admin option again and select Features & Settings.🛠️

4. Expand the Service Desk (Tickets) section and click Queues.🎫

5. Click + New.➕

6. Type the name of the queue and select Internal Location from the list.📝

7. (Optional) Complete all other fields and once done, click Save & Close.💾

You can assign the respective users once a service desk queue is created. Service queues are only accessible to the resources whom you've assigned with it.

Below are the steps on how to assign a user:

1. Click the options icon from the Service Desk queues dashboard and select Edit.⚙️

2. In the Resources tab, click the + New button and select a resource from the list.👤

3. Once done, click Save.💾
4. To assign another resource, repeat step 2.🔄

5. To set a resource as the owner, tick this checkbox and click Save.☑️

6. Click Save & Close.💾

Generate Autotask's API credentials (Client ID and Secret)

A quick walkthrough on how to create a new department and assign users to it.

A complete walkthrough on how you can create a new resource user in Autotask.