Emailing to Create Tickets and Ticket Notes in Autotask

Emailing to Create Tickets and Ticket Notes in Autotask

By default, emails sent to  support@geekgirlsit.com are redirected to the AT mailbox called support.NYGG.LOCAL@email.autotask.net . The category is set to User Issue internal (RMM cust).  This category sets the office admin as the Primary Resource.

However, inbox rules are configured on the support@geekgirlsit.com email address to BYPASS the default ticket handling depending on the subject. Based on certain keywords in the subject, the support mailbox will redirect emailed in support requests or ticket replies to a different Autotask mailbox. Autotask will perform different actions on a ticket depending on which AT mailbox the ticket goes to.


Info
AT mailboxes are configured in AT under Admin>Features & Settings. Under the Emails section click "Incoming Email Processing."


Info
The email processing mailboxes are set to add any cc-ed customer contacts to the ticket as additional contacts. 


Setting ticket statuses from email


Alert
The ticket number must always be in the subject line. 



Setting the ticket status to WAITING CUSTOMER

include words "waiting customer" (no quotes) in the email subject. This redirects the message to the AT mailbox called waiting.NYGG.LOCAL@email.autotask.net. Any test in the body of the email will be sent to customer as a ticket note. 


Setting the ticket status to COMPLETE:


include words "is resolved" (no quotes) in the email subject. This redirects the message to the AT mailbox called complete.NYGG.LOCAL@email.autotask.net. IMPORTANT: Any text in the body of the email will be sent to customer as a ticket note. 

Creating a new "to-do" ticket for a tech


Send an email to newticket@nygeekgirls.com and make sure the tech's first name is in the subject. The ticket will redirect to an AT mailbox that will automatically add that tech to the ticket as the primary resource and add the ticket to the tech's "to-do" queue. 


For more details on the mailbox workflow on the back end, see this IT Glue Document.


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