About online help

We've designed this help system to be as intuitive as possible, but we realize you might have some questions about how to find all the information you need. Here are some of your most frequently asked questions. Just click to see the answer.

Autotask Online Help will automatically direct you to the appropriate topic when you click the question mark icon in the upper right corner of any page. That topic will tell you how to use the page you're on. From there, you can explore the rest of the help system.

You have two options.

To search all occurrences of a term in the online help, use the What can we help you find? field at the top of the page.

NOTE  If you are searching for a phrase (for example: "add ticket"), surround the phrase with quotation marks. Otherwise, all topics that contain either word will be included in the results.

The left navigation menu is organized to reflect your business processes. Click a menu option to expand it and make a selection.

To find out what a word used in Autotask means, go to the left navigation menu, and click Getting started > Glossary (or search for "Glossary"). The glossary provides an alphabetical list of terms and definitions.

If you search for a glossary term, a definition appears at the top of the search results page.

  • Click the Expand icon to the left of a heading to expand the text.
  • Click the Collapse icon to the left of a heading to collapse the text.
  • To expand or collapse all the text in a topic, toggle the Expand All icon or the Collapse All icon in the top right corner of the page.

To send a help topic to someone, right-click the URL in your browser and select Copy.

Click on the Provide feedback for the Documentation team link at the bottom of each page. Enter your feedback into the form that opens and click Submit.

NOTE  We do not provide technical support. Click the Support link provided at the top of the form for a timely response.

The Show Me banner

English versions of Autotask include interactive walk-throughs and user guidance for select features. Online help topics for these features contain a banner similar to the following example.

SHOW ME  Want to learn how to set up this feature? Log in to Autotask and begin the walk-through. (Feature access required)

To run the content, click begin the walk-through. You must be logged in to Autotask and you must have access to the feature being described in the article for the interactive help to launch successfully.

The Show me how menu

You can also launch all interactive help content to which you have access by clicking Show me how... in the lower-left corner of every application page from within Autotask. This launches the Show me how menu, from which you can access walk-throughs and other content.

Admin search

If your user account includes Admin security permissions, you will see the Admin Search magnifying glass icon on the title bar of Autotask's Admin page. Click the icon to access a special search engine that will bring you to the area of Admin that you search for. If you don't have access to an option, Admin Search will explain where you'd normally find the feature, notify you of your missing access permissions, and provide a link to online help content that describes the security level you'll need.

Interactive help browser requirements

The interactive help content is supported on the latest releases of the following web browsers except where otherwise noted.

  • Mozilla Firefox versions 57 and above
  • Google Chrome versions 51 and above
  • Apple Safari versions 9 and above are supported for the following OS X releases: Mavericks 10.09, Yosemite 10.10, El Capitan 10.11
  • Apple Safari versions 10 and above are supported for the following OS X releases: Sierra 10.12, High Sierra 10.13, Mojave 10.14
  • Microsoft Edge (v40.15063 or newer, starting from Windows 10.1703)
  • Android Internet
  • Safari mobile
  • Chrome mobile

Important browser configurations

  • Allow all pop-ups and all cookies on all Datto domains.
  • Make sure that "Do Not Track" requests are not being sent with your browsing traffic.
  • Confirm that cross-site tracking is not being prevented by your browser.
  • Verify that you are not accessing Autotask in any kind of anonymous mode such as Incognito, InPrivate, or similar. Doing so will cause undesirable application behavior and inconsistent performance.