THE MANILA TECHNICIAN WORKSPACE

One call. Clear notes.

Fill in the facts, choose the outcome, then format and copy.

PRIVATE CALL DRAFTDraft locally · review in Autotask

1 / CALL FACTS

Write as you work

Your words stay your words. One action and its result per line. Include the outcome in your summary and work notes.

Caller intake · ticket description

Name, Callback Number, Email, Location, Details. Follow your approved process for existing tickets.

Check whether the caller and company are supported

Check both systems. “Not checked” is different from “Not found.” Record presence only; follow the approved verification process.

Add a troubleshooting step · action + result

Add one real step at a time. Say what you checked, how you checked it, and what you observed. Include exact errors and references where relevant.

Action takenObserved resultNext action or confirmed outcome

Machine, documentation & tool references

Reference the credential record; never enter a password, one-time code or secret.

WORDS FOR THIS MOMENT

Your inbound call companion.

Finish the company greeting in Five9, then continue here. One next step at a time.

Read the phrase, capture the answer, then use Next. You can go back at any time.

Already have an answer? Jump to any step. Answers stay with this call.

Need a phrase for a difficult moment?

ONE MOMENT AT A TIME

What’s happening on the call?

Choose what fits. You’ll get a phrase and one next step. You can change direction at any time.

Pause, listen, then take one step. You can check the answer before giving it.

2 / YOUR CALL COMPANION

Keep the conversation moving

Show prompts

Words for this moment

Personalize bracketed words

Issue wordingAction wordingNext-step wording

Why this matters

Use prompts to remember the purpose of each step. Listen, use your own words and follow current partner instructions. A checked box or chosen workflow never becomes a claim in the notes.

One line at a time. Pause, then listen.

Open full script reference ↗

REFERENCE / CURRENT CODE USE CASES

Guidance when you need it.

Read-only instructions and speed-code reference. Your call stays in place.

How to use the companion

READ-ONLY / HOW TO USE THE COMPANION

Keep your place during the call

Inbound call: after the Five9 greeting, capture and confirm caller details. Use Guided for one step at a time or Quick for all fields.
Time-entry formatter: record actual checks, actions and results. Switch back to Inbound call whenever you need words for the moment.
Choose an outcome: keep Still working until you know; select solved, L2 or partner when appropriate.
Format and review: complete the required fields, then copy Summary Notes and Internal Notes into their matching New Time Entry destinations.

Tabs share the same call. Switching tabs keeps your inputs, script selection and prepared outputs. Reloading clears the call unless you enable recovery. Recovery uses this browser tab’s session storage; clear the call when finished. Nothing is submitted to Autotask.

For L2, leave Escalation Reason unchanged. For partner routing, fill the required reason and follow the partner closing process. A template or checkbox never proves work was performed.

Full script reference ↗ · Coaching reference ↗

Before you finish · checklist

A FRIENDLY DOUBLE-CHECK

Before you finish

Use these reminders alongside current partner instructions. They do not change your notes or Autotask.

View this workflow’s required layout

Read-only reference. Format changes are maintained centrally; use the current approved speed code in Autotask.

Summary Notes

Internal Notes

Partner escalation reason reference

These are the live dropdown labels observed in the test ticket. The escalation guide’s definitions are still needed. Choose the reason in Autotask only for partner routing. Never fill or change this dropdown for L2.

A user missing from both systems is unsupported. “Unregistered Device/User” and “Unsupported Company” are available labels; confirm their approved use before selecting one. This reference does not choose a reason or write the escalation explanation for you.

Use the live code and current partner instructions in Autotask. This guide explains note intent; it does not apply codes, change status, or verify downstream workflows. Review every prefilled completion statement.