Autotask’s Add Ticket Email Service (ATES) receives emails to and turns them into tickets.

XML Token

Since all Autotask instances share this single inbound email address, all inbound messages sent to ATES require an XML token to designate the Autotask instance for which the message is intended.

Example XML Token:

<PW name=”UNIQUE-KEY”/>
<Email name=””/>
<CustomerID source=”Kaseya” name=””/>
<DeviceID source=”Kaseya” name=””/>

The ID field is ignored by Autotask, and ony the PW field is used by ATES to determine which service provider the message is intended for.


Email notifications can be sent from ATES to the envelope’s sender.