Introduction

A Service Ticket may be created by someone besides the End User who needs assistance. You are able to switch the End User that you are responding to, right within Autotask PSA.

Imagine a scenario where the office manager has emailed a ticket asking for assistance for another End User at their organization.

Prerequisites

• Tenant includes QDesk (End User Accounts) Plan
• CyberQP Dashboard integrated with Autotask PSA 
  Kaseya (Datto) AutoTask PSA Integration Setup Guide

Switching User within Autotask PSA

1. In Autotask PSA open a service ticket that was emailed in by an end-user or created manually. Ensure both the company and contact are filled in for the service ticket and the ticket is saved.
   
2. Along the top of the TAB is a Search Bar. Click there to begin the search.
3. Type in any value that would return the OTHER End User's name (First Name, Last Name, Email)  This user MUST exist on the Dashboard (we do not currently support searching PSA Contacts only)
   
   
   
4. Select the appropriate account.
   
   
5. The actions that can be performed for THIS user will be shown.
   
6. Any actions performed will be logged in the Internal Notes of the PSA Ticket with the SELECTED User (vs the user that originally submitted the ticket)
   
7. After the action was performed, the TAB will return to the original user who submitted the ticket. You can also accomplish this by refreshing the page.