Attachments in AutoTask

Adding an Attachment to a Ticket

If you are attaching information to AutoTask from an email message, you must convert the contents of the email to a PDF.

Do not attach Outlook or other email files to the ticket as these are difficult and time consuming to open. 

The only exception is if you are attaching mail headers for a security incident investigation. Otherwise, emails that need to be saved in EML format (anything we may need as proof that the email was sent) should be saved in the customer's folder in the Info mailbox. (Info>All>Clients>[Customer name].)

Using Ticket Note Notification Section to Send An Attachment Through AT

If you need to send a ticket note to a customer with an attachment, you can add the attachment from the note interface.  

Make sure you’ve checked the box that says "Include Attachments in Email notification" under the Notification tab. 

• Related Articles

• All About Autotask Ticket Notes

  Ticket Workflows Before we get into the details of ticket notes, here are some best practices for updating tickets. 1. If you are updating a ticket, if it will make the ticket clearer, please add a note explaining the update. Try not to edit the ...

• General Info on How Mission Control Works with AutoTask

  The information below is provided for technical reference. Most team members won’t need to review it, but it’s included here for informational purposes. Checklists get sent over but checked items on their side will not show as checked on our end. ...

• List of Note Templates in AutoTask

  Here is some info about Autotask Notes to start with. Once you understand notes, you'll find it helpful to be familiar with note templates. Notes are a type of form template in Autotask. Here are some of the more common note templates we use. Not all ...

• Merging Contacts in Autotask

  From the left-hand menu of your Autotask Dashboard click on Admin. Click on "Features & Settings" tab, then called "Accounts & Contacts" Under the "Utilities" section, there should be an option for "Contact Merge" Once you select that, a new window ...

• Send a "to do" ticket assigned to a specific tech to AutoTask via email

  Anyone with an internal email account can send a ticket from the nygeekgirls.com email to NEWTICKET@geekgirlsIT.com: The ticket subject must include the tech's first name (or in the case of a temporary employee, the employee's user name; e.g., ...