How to change ticket Statuses (and Send a Note to Ticket Contact(s)) From Your Email

How to change ticket Statuses (and Send a Note to Ticket Contact(s)) From Your Email

The information in parentheses on the mechanics of these features is for documentation/troubleshooting only. You don't need to understand how the features work to use them. 

(These automations are configured via a support@ email redirection in OWA rules that sends the email to a specific Autotask mailbox.)

How to change ticket status to "Complete" and Send a Note to Ticket Contact(s) Via a Single Email Message

To change a ticket status to Complete, simply reply to the ticket notification email (making sure it goes to the support email address) and include the words is resolved in the subject. Do not remove the ticket number from the subject.

(The status will change to customer or tech requests complete. After one minute of idle time, the status will change to Complete.)


How to change ticket status to "Waiting Customer" and Send a Note to Ticket Contact(s) Via a Single Email Message

To change a ticket status to Waiting Customer, simply reply to the ticket notification email (making sure it goes to the support email address) and include the words waiting customer in the subject. Do not remove the ticket number from the subject.


(Support mailbox redirects it to waiting.NYGG.LOCAL@email.autotask.net. Workflow rule fires (ATES-NYGG13W) which will auto-set status to waiting customer and also send the ticket contact(s) the note.)

Info

Keep in mind that, as with all ticket notes sent via email, the customer will receive a copy of the note. If you leave the email blank, the customer will receive a blank note, which could be confusing. So it's best to use this feature in conjunction with a note to the customer. For example, if you are setting the ticket status to COMPLETE, you could simply write, "Thanks for letting us know your issue is resolved. We’ll close the ticket.” 



    • Related Articles

    • Remove Contact (User) for RMM Customer

      Use ticket category: Administrative Change/Request. Confirm the ticket contact field is populated Choose ticket template "[Current Customer] Remove Contact/User for Current RMM Customer" Save. Saving the ticket with this template causes an email to ...

    • Ticket Statuses (in progress)

      Much of the information regarding customer needs and issues is communicated between team members via tickets. For this reason, it's critically important that ticket statuses and notes are always kept up to date. Every resource on a given ticket is ...

    • 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., ...

    • How to Send Confidential Info Using the SecureNotes Web App

      Use this app to send and receive sensitive info such as passwords, social security numbers, and bank and credit card numbers in an encrypted manner. Never send sensitive info using plain text or via email or SMS unless the email is encrypted. To Send ...

    • MailerLite Bulk Email Service

      Uses Mailerlite is used for multiple purposes: 1. To send monthly RSS newsletter (pulls RSS feed from geekgirlsit.com/blog). Contacts who confirm they want to be subscribed from the following contact forms on the geekgirlsit.com are automatically ...