At Amita, we’re always looking for ways to improve how we deliver IT support. That’s why we’ve upgraded to a new ticketing system for IT support—a tool that helps us stay organised, respond faster, and offer a better experience to our customers.
This blog explains what a ticketing system is, how it helps in IT support, why we made the switch, and what you can expect from our new platform.
What Is a Ticketing System in IT Support?
A ticketing system in IT support is a platform used to manage service requests, track work, and communicate with customers. Each issue reported by a client becomes a “ticket”, which includes details like the problem, who is handling it, and how it’s progressing.
It helps by:
- Organising all support requests in one place
- Making it easier to assign tasks and track time
- Allowing customers to check updates on their requests
- Improving communication between clients and technicians
Why We’re Moving On from Our Old System
For decades, Amita used a custom-built ticketing and timesheet system, developed and refined by our in-house software team. It offered the flexibility to grow with us and supported our commitment to responsive, high-quality service.
As technology has advanced and IT environments have become more connected, we saw an opportunity to enhance our service even further. By moving to a modern, industry-leading platform, we’re expanding our capabilities with greater flexibility, improved access, and smarter integration—perfectly suited for today’s IT support needs.
Introducing Our New Ticketing System
We’ve chosen Kaseya, a leading platform for IT service management used by Managed Service Providers (MSPs) and internal IT teams. Kaseya helps manage, secure, and automate IT operations—from ticketing and asset documentation to patch management, endpoint monitoring, and cybersecurity—all within one powerful, AI-enhanced suite.
Two key components we’re using are:
Autotask – The New Core of Our Support Desk
Autotask is the heart of our new ticketing system. It helps us:
- Log and track support requests
- Record the time spent on each ticket for billing
- Access the system on desktop or mobile from anywhere
- Allow clients to raise tickets and view updates in real time
For clients, this means:
- More transparency—see what’s happening with your ticket anytime
- Easy access—raise and follow tickets through a user-friendly portal
- Faster updates—technicians can log work while onsite or remote
IT Glue – Smarter Asset Management
IT Glue works alongside Autotask to document and monitor each client’s infrastructure. It automatically builds a detailed library of all devices and systems. This helps us:
- Spot issues early, like out-of-date drivers or software
- Raise tickets automatically to fix things before they break
- Take remote control of assets directly from the ticket interface
By having everything in one place, our team can respond quickly and work more efficiently.
Getting Started: How to Access the New System
If you’re an Amita client, using the new ticketing system is simple:
- Visit the client portal > https://forms.office.com/
- Fill in with your details
- Raise a new ticket or check updates on existing ones
- Communicate directly with our technicians through the platform
Our team is happy to guide you through it if you need help.
Switching to a new ticketing system for IT support is a big step, but one that brings big benefits. It helps us stay ahead, improve service, and work more closely with you. Whether you’re reporting an issue, checking progress, or just want peace of mind, this new system makes it easier.
At Amita, we’re committed to keeping IT support simple, clear, and effective. If you have any questions about the new system, just get in touch. We’re here to help.
