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Service Tickets & Tasks

The IT / MSP vertical uses the AtlasOS task system as the backbone for service ticket management. Tasks represent individual units of work — from a quick password reset to a multi-day server migration.

Task Management for Service Delivery​

Creating Tasks​

Tasks can be created from multiple sources:

  • Smart Inbox — incoming customer emails are triaged by AI and can be converted to tasks with a single click. The customer, priority, and context are pre-filled.
  • Fleet Operations — RMM+ alerts can generate tasks with device and customer context attached.
  • Manual creation — technicians create tasks directly from the Delivery section.
  • Client Portal — customers submit service requests that appear as tasks in your queue.

Task Fields​

Each task includes:

  • Customer — linked to the customer record and their SLA tier.
  • Priority — Critical, High, Normal, Low.
  • Assignee — the technician or team responsible.
  • Status — Open, In Progress, Waiting on Customer, Resolved, Closed.
  • SLA targets — inherited from the customer's SLA configuration.
  • Checklist — optional step-by-step resolution checklist.
  • Time entries — logged directly against the task for billing.

Project Milestones​

For larger engagements — infrastructure migrations, security audits, new customer onboarding — use Project Milestones to break work into phases:

  1. Create a project and link it to the customer.
  2. Define milestones with target dates (e.g. "Network Assessment Complete," "Migration Weekend," "Post-Migration Validation").
  3. Add tasks under each milestone.
  4. Track progress visually with milestone completion indicators.

Project milestones integrate with billing, allowing you to invoice per milestone or upon project completion.

Calendar and Scheduling​

The calendar view shows:

  • Scheduled maintenance windows.
  • SLA deadline dates for open tickets.
  • Project milestone target dates.
  • Team availability and on-call schedules.

Use the calendar to plan service delivery work and avoid scheduling conflicts.

Smart Inbox Routing​

The Smart Inbox automatically routes incoming customer support emails:

  1. AI analyses the email content, sender, and subject.
  2. The email is matched to the correct customer record.
  3. Priority is suggested based on content analysis and SLA tier.
  4. The email appears in the technician's queue, ready to be converted to a task or responded to directly.

This eliminates manual triage and ensures SLA clocks start from the moment the email arrives.