Configure automatic ticket creation for Workplace Manager

SECURITY  Full Access

NAVIGATION   > Support Settings

NAVIGATION  Autotask PSA > Admin > Automation > Email Notifications & Surveys > Incoming Email Processing

If you use Autotask in conjunction with Autotask Workplace Manager, you can set up your support email address so that Autotask tickets are created automatically when a Workplace client sends you a support email.

IMPORTANT  While we support this workflow, we recommend that you use our Autotask Ticketing Integration for automated Autotask ticket creation and closure from Workplace events.

Integrating not only the billing process but also the service delivery and time and expense tracking with Autotask enables you to calculate true profitability for Workplace services.

You must meet the following prerequisites:

  • You are an Autotask customer
  • You have configured the Autotask integration
  • The client teams and if possible, users are set up in your Autotask database. This allows us to match the sender's email address to a company and contact in Autotask and assign the ticket to the correct company in Autotask.

How to enable automatic ticket creation for Workplace support inquiries...

This will allow you to filter out tickets generated in Workplace and distinguish them from tickets generated by Endpoint Management or other ticket sources. You can then create dashboard widgets to easily manage Workplace tickets.

For details, refer to the Autotask Online Help.

  1. Create a mailbox in Autotask that is dedicated to processing support emails from your Workplace clients.

EXAMPLE  This address will have the following format: yourmailboxname.yourdomain.com@email.autotask.net. If you would like to use a shorter address or have an existing support email address for your Workplace clients, you can use that one, but you must then re-direct (NOT FORWARD!) the mails from that address to the Autotask mailbox address. Refer to this Microsoft article.

You can use an existing mailbox, but creating one for Workplace inquiries specifically allows you to configure queues, source, issues and sub-issues and many other ticket attributes for Workplace tickets specifically, and create widgets that display only Workplace tickets.

  1. On the Ticket tab, select yourself to receive Success Notifications (to internal resources and/or other email addresses). This will simplify the verification of the email address, a required step for Workplace.

For full details on setting up Autotask mailboxes to convert emails to tickets, refer to Incoming Email Processing.

In Workplace Manager, navigate to > Support Settings, enter your email address from your Autotask Incoming Email Processing mailbox into the Email field and click the "+" sign. Refer to Set up your support information.

  1. The email will be added, but will be unverified. Workplace will send an email with the Subject Please verify your email address that will create a ticket in Autotask.

If you set yourself up to be notified in step 2.2, you will receive a notification email with the verification link.

  1. Click this link to verify the support email address.
  2. If you did not elect to be notified, you must open Autotask and search for the ticket generated by Workplace with a subject line of Please verify your email address.
  3. Click on the link in the Description section of the ticket to complete verification.