THE MANILA TECHNICIAN WORKSPACE
Focus on the caller.
We’ll keep the notes in order.
Capture the call as it happens. Choose the outcome when you know it.
PRIVATE CALL DRAFTDraft locally · review in Autotask
A LITTLE GUIDANCE, WHEN YOU NEED IT
Start here. Take one step at a time.
Start with the caller’s details. Keep “Still working” until you know the outcome.
Move freely between steps. The script stays available beside your notes.
1 / CAPTURE THE 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.
Machine, documentation & tool references
Reference the credential record; never enter a password, one-time code or secret.