How To Update Your Billing Information

To update your billing information for MSPintegrations: Navigate to https://www.mspintegrations.com/ Click Login at the top-right Login (use your Autotask username and password) At the top-right of the screen, click Settings and then Credit Cards & Invoices. Locate the Credit Cards section of the screen Remove any now-invalid credit cards by clicking the black “x“ Add […]

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My Emails Are Not Showing Up In Autotask As Tickets. Why?

It can be really frustrating when emails seem to go “missing” somewhere between your computer and Autotask. If you find yourself trying to figure out why emails aren’t making it into Autotask, work through each of the following steps to find the missing link. Check the Email2AT Classic History Log If Email2AT Classic is receiving […]

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Email2AT Classic Is Not Changing The Status Of Tickets When Adding Notes.

Email2AT Classic can add notes to tickets in three different ways: Client Access Portal Autotask Webservices API (ATWS) Autotask Add Ticket Email Service (ATES) The method can be configured within your Email2AT account. Please complete the steps listed below: Open a web browser, and navigate to our secure MSPintegrations Login Page here: https://secure.mspintegrations.com/auth/login Sign in […]

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Why Is The Note Status Not Changing When Using Client Access Portal?

Explanation If Email2AT Classic is set to use the Client Portal to add notes to tickets, then Email2AT does not explicitly set the status of the ticket after it is updated. Instead, Email2AT relies on the Client Portal configuration in Autotask to change the ticket status when the note is added via the portal. Resolution […]

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Tickets Show As Created By A Specific User. How Can I Change That?

When Email2AT Classic creates any new Ticket or Note, it’s says it was created by a particular user at our company. Can I change that? When Email2AT Classic authenticates to the Autotask API (ATWS), it does so with the user account of a particular user in your Autotask system (usually the person who setup the […]

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Initial Configuration of Email2AT Classic

The initial configuration of Email2AT Classic consists of two basic steps: Inbound Email2AT Filter Creation Email Forwarding Configuration Creating a New Email2AT Filter To create a new inbound filter in Email2AT, please complete the following steps: 1. Open a web browser, and navigate to our secure MSPintegrations Login Page here: https://secure.mspintegrations.com/auth/login 2. Sign in using your existing […]

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Why Are Tickets Being Created In The Wrong Queue?

When looking into your new tickets being created in Autotask, you may find that they were created in the wrong queue, or contain a different Priority or Issue Type than what was configured in Email2AT Classic. This can happen if Email2AT could not process the email through the API (ATWS), and subsequently sent the email […]

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Why Are Forwarded Attachments Shown As Created By Me?

If an end-user emails you directly, instead of sending an email to the normal “support” address as they have been instructed, then this is not created as a ticket in Autotask without some manual intervention. However, with Email2AT Classic, you can simply forward that original email to your “support” address. To successfully be processed, you […]

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