Software Makes IT Support Task Simple with Autotask Integration

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Software specialist Parker Software has developed one of their software packages to work alongside one of the world's most widely used web based IT Services Management software - Autotask.

Stoke-on-Trent, Staffordshire Software specialist Parker Software has developed one of their software packages to work alongside one of the world's most widely used web based IT Services Management software - Autotask.

Parker Software's Email2Db integration with Autotask dramatically improves an IT solution provider's ability to service and support its customers while streamlining workflow, integrating processes and providing a more robust delivery of IT support services.

Specifically, now through the utilisation of Email2Db, IT companies that run support helpdesks for clients using Autotask can now offer an email response ticketing system for support queries and a quick automated email response in back up management system failures or issues.

As a result of this development Parker Software's order book has grown by more than 40% in the last six months as more and more companies who operate help desks want to utilise an online automated email ticketing support system.

Many US and UK based IT service companies provide outsourced IT customer support centres for companies and assistance and advice is usually offered on pre-determined hardware, operating systems and software applications. The resources of the Customer Support Centre have usually provided a traditional telephone support desk but now with the use of Autotask and Email2Db customers are now able to automatically process support queries through emails and update databases through the use of Email2Db.

One such IT service company, Surrey based Greencorn operate support facilities for companies across the South East including helpdesk services, advanced monitoring facilities and back up management through the use of Autotask and Email2Db.

In choosing Email2Db to work alongside Autotask, Andrew Loftus Managing Director of Greencorn spent a significant amount of time researching reliable and cost-effective software, he comments: "Autotask's integration utilizing Email2Db provides us with the ability to report to our customers in an integrated manner, improving our workflow and decreasing down-time significantly. We use Email2Db to filter and manage email to our incoming support queue modify these emails and forward them on to our Line-of-Business (LoB) application -- Autotask. Allowing all requests for support, which are critical to us, to be delivered to our Autotask system in a reliable and timely manner.

Also it seems to have the flexibility to handle any type of selection criteria. It's nice to find a bit of software that actually lives up to our high expectations!"

Another proponent of Autotask and Email2Db is Edinburgh based IT and Telecoms provider, Network ROI who found Email2Db through the Autotask online community whilst considering automation of ticket generation based on emails being sent to the business and created by support applications such as backup software.

Sean Elliot Managing Director of Network ROI comments: "The provision of Managed IT Services is a core part of our business and we deployed Autotask in the early part of 2007. It is now an integral & vital part of our operation - we make use of most of the functions Autotask provides and have developed our business processes around them. A key issue we needed to solve was automating and minimising as far as possible the monitoring and checking of our clients' nightly backup processes. This is an essential task but has been a laborious and time consuming one for our technical team. Having analysed what we wanted to achieve to streamline this process as far as possible, Email2Db plays a key role in the Backup Management System (BMS) we have built.

Using Email2Db we have pre-built the wide variety of triggers generated by emails from the range of backup applications our clients use. Our BMS has a SQL back end containing knowledge of all our clients & their backups. Successes and failures are generated using Email2Db and the BMS presents a dashboard to our technical team which is easy to read, illustrating the status of all our clients' backups. Any backup failures or issues result in Autotask tickets being automatically generated through Email2Db. The dashboard is updated in real time when any such tickets are successfully resolved.

Furthermore, we have freed up around 1 to 2.5 hours per day of an engineer's time, meaning he can reallocate this time to other beneficial work.

The BMS is useful not only to ourselves, but we've also built in, using Email2Db, a notification option to client personnel of the status of their backups the previous night. Not all clients want this, but there are those that like to have peace of mind & confirmation that their backups have been successful. In addition, we have built a generic Backup Management System which could be beneficial to many other Managed Service Providers (MSPs) such as ourselves and we're looking at offering this out to the market on a managed subscription basis."

About Parker Software:
Parker Software is a software house based in the Stoke-on-Trent. Established in 2003, Parker Software develops innovative Windows based software aimed at companies that do business on the web. The company's two main products are: WhosOn, a tool for monitoring web site visitor activity in real time and Email2DB, a tool for integrating incoming emails with business processes. Parker Software products are used by thousands of businesses, large and small, in all parts of the world. They are a privately held company. All software products are owned, developed & supported by Parker Software from their office in the UK.

About Greencorn:
Based in Dorking Surrey the company provides comprehensive remote and on site systems and IT support for the SME market working primarily with clients based in Surrey, London, Sussex and Kent. Established in 2005, they provide high quality, professional services to all their clients - the likes of which are normally only available to larger corporate end users. Using the latest technology and methodologies they have consistently proven their ability to succeed and stay firmly ahead of the game.

Their comprehensive support agreements can be configured to include items such as Firewall Security, Server Security, IT Project Management, Product Consultancy, Advanced Helpdesk Support, Market Leading Server Monitoring, Proactive Server Health Checks and Anti Virus Management to name a few. For more information please visit http://www.greencorn.co.uk or email info (at) greencorn.co.uk.

About Network ROI:
Network ROI are a Microsoft Gold Certified Partner and Microsoft Small Business specialist providing a range of IT, Telecoms and Structured Cabling services across Scotland and beyond. Operating from the company's Edinburgh offices and for a wide range of SMB/SME clients, Network ROI delivers Managed IT Service packages, IT infrastructure projects and solutions, IT security solutions, both VoIP and traditional telecoms solutions (including competitive lines and minutes tariffs, broadband data lines) and Cat5e, Cat6 and fibre optic cabling installations.

For more information visit http://www.networkroi.co.uk.

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Ian Rowley

Ian Rowley
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