Is Email2AT Classic Compatible With TaskFire?

Simply put… Yes. To create an Inbound Address for your TaskFire customer (such as support@mycustomerdomain.com), create a specific Email2AT Classic Inbound Address for that customer (set the “Account” pull-down to be the Autotask account for that customer). Then, create a new workflow rule in Autotask which sends any new Tickets created by Email2AT for that […]

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Sometimes Tickets Are Created For The Wrong Account. Why?

Sometimes Tickets are created for the wrong account. How does Email2AT determine which account gets a new Ticket? Email2AT Classic works through the following rules to determine how to route the ticket: If there is a Ticket Number in the subject line of the email, Email2AT will verify that the Ticket Number is valid. If it […]

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Autotask Is Sending Us Two Notifications Everytime. Why?

We’ve setup a workflow rule to notify us every time our customer sends a reply to a ticket notification, but Autotask is sending us two notifications every time. Why? When Email2AT Classic receives an email which includes a valid ticket number in the subject line, instead of creating a new ticket, a note is added […]

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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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