Major Enhancement to Ticket Replies via Email

Email2at is built atop the technologies provided by Autotask’s WebServices API. This API allows Email2AT to create new tickets, update tickets, add notes to tickets, and even lookup Accounts and Contacts from an Autotask database.

Like any technology, the Autotask API has a few quirks, some of which directly affect Email2AT. In particular, the API acts “on behalf of” a particular Autotask Resource, so all actions performed by the API actually appear to have been done by the user who originally setup Email2AT for the Autotask company.

This behavior is perfect for interactive applications such as dashboards or other interfaces to Autotask since the user is indeed the person performing the action.

In automated systems such as Email2AT, though, this behavior can be troublesome. For example, when a customer replies to an Autotask email notification, Email2AT adds the reply as a note to the existing ticket. The ticket history will show that the person who added the note was the Autotask Resource who setup Email2AT, when, in actuality, the person adding the note was the customer who sent the email.

Today, we’re thrilled to announce that we have overcome this quirky behavior in Autotask’s API.

Here’s the skinny.

Email2AT now has the ability to add notes via Autotask’s Client Access Portal interface instead of just using the WebServices API. This means that notes added via a reply email can now be displayed in the ticket history as being added by the actual person who sent the email. This makes the ticket history much easier to read and follow, and helps to drastically reduce confusion among Autotask users and customers alike.

This change also fixes another quirky behavior: dual workflow notifications.

Previously, Email2AT had to call the API twice when a customer replied to a notification: once to edit the ticket status to something like “Customer Added Note”, and then again to actually add the reply as a note to the ticket. This would cause Autotask to fire any pertinent workflow rules twice which would generate redundant notifications from Autotask.

Now, Email2AT can add a note via the Portal interface instead of the API, and the Portal can change the ticket status. This means that Email2AT doesn’t make any API calls, and that the workflow rules fire only one time. Autotask users who receive these notifications will be much happer as they will have much fewer emails from Autotask.

This new feature is enabled by default on all new Email2AT inbound addresses. To enable this on your existing addresses, simply edit the Email2AT inbound address and change the pull-down “Create notes via” to “Client Access Portal”.

Introducing the Batch Quickbooks Export Link Generator

It’s 11:00 PM the night before you fly to an industry conference, and you need to get your customer invoices emailed tonight if there’s any hope of your customers receiving them by the first of the month.¬†Unfortunately, you’re at home and Quickbooks is on your Accountant’s office PC. If you don’t export the invoice batch to Quickbooks tonight as you generate them, you’ll need to manually, and individually, export each and every invoice to Quickbooks when you get back from your trip.

Does this situation sound familiar? Autotask doesn’t make it easy to batch-export invoices to Quickbooks unless it’s done at the time the invoices are created. And, sometimes it can be a pain to try to schedule so that Quickbooks is available at the time of invoice creation.

MSPintegrations noticed this problem in our own workflow. In order for our automated billing to occur, we must have invoices created in Autotask. But the person who creates the invoice isn’t the same person that handles Quickbooks.

To solve this dilemma, we created a new tool called the Batch Quickbooks Export Link Generator.

In a nutshell, this new tool allows a user to generate a URL which will export all the needed invoices from Autotask to Quickbooks. It’s performed in 3 very simple steps:

  1. Enter search criteria for the invoices (such as Invoice ID or Date)
  2. Check off the invoices which need to be transfered to Quickbooks (any invoice which has no “Invoice Number” set is automatically selected) and click “Export”
  3. Copy the generated URL to a new browser window and watch as the invoices are transfered over

This tools has already saved MSPintegrations a few hours this month, and we hope it will help you, as well.

Configuration Item Manager Update

A few months ago, we released a proof-of-concept we called the “Configuration Item Manager”. This tool allows for a bulk update of Configuration Items (also known as Installed Products) within Autotask. A user can easily download a Microsoft Excel spreadsheet which details all of their Autotask Configuration Items, then make any adjustments to the spreadsheet, and upload the modified spreadsheet. The tool will then update any modified Configuration Items based on the new spreadsheet.

When the tool was released, it had a limit of being able to process only 500 Configuration Items, and had no support for User-Defined Fields.

Today, we released a major update to this tool. We have removed the 500-item limit, and the tool now fully support User-Defined Fields.

Give it a whirl at www.mspintegrations.com and let us know what you think!

Email2AT: API Order When Adding Notes

When a customer replies to an Autotask notification, Email2AT can add that reply as a ticket note to an existing ticket. Email2AT can also modify the status of that ticket.

Many users configure a workflow rule to send a notification to the ticket’s assigned resource when that ticket status is changed, but that used to mean two notifications would fire: one when the ticket status was changed, and one when the ticket note was added.

We’ve now added the option to configure Email2AT to add the note before the ticket is edited, resulting in a single notification.

(Note: if your Autotask workflow notification includes the description of the note, then you will need to keep this set to edit the ticket first, and you will continue to receive two notifications from Autotask)

Transfer an Email to Autotask with ONE Click!

We just added a feature that we’re VERY excited about!

When you receive an email in your Microsoft Outlook inbox that belongs in Autotask, you can now move it to Autotask with ONE click and NO pop-up windows.

Here’s how to set it up.

In Microsoft Outlook 2010, navigate to the “Home” tab of the ribbon, then create a new Quick Step

Give the Quick Step a unique name (such as “Send to Autotask” or even simply “support@mydomain.com”)

Configure 3 steps:

  1. Step one should be “Forward message as an attachment”
    1. Set the “to” address to an Email2AT-bound email address
    2. Click the “Show Options” button (the screenshot shows “Hide Options”)
    3. Select “Automatically send after 1 minute delay”.
  2. Step two should be “Mark as Read” (optional)
  3. Step three should be “Move to folder” (optional)

Now, when you receive an email in your inbox that needs to go to Autotask, simply click this “Quick Action” button, and it will sent to Email2AT to be converted to a ticket. Since it’s forwarded as an attachment, we’ll parse the email as if the person had sent it directly to your Email2AT address (it will show as “from” the original sender, and will be assigned to their account, etc).

As always – questions? Ask us at support@mspintegrations.com.

List Additional Domains and Email Addresses

Email2AT uses specific logic to determine which Contact and Account a new Ticket should be assigned to. This logic relies on the “Email Address” field of Contacts, as well as the “Web Site” field of Accounts.

Email2AT will now also include a user-defined field called “Email2AT Addresses” for Contacts, and “Email2AT Domains” for Accounts.

Here’s why this is such a cool thing: Previously, if your customer had a professional email address (suzyq@coolcustomer.com) as well as a personal email address (suzylovesbananas@gmail.com), Email2AT would only correctly handle inbound email from the customer’s professional address (or whichever address was listed in Autotask for that Contact). Now, you can add the customer’s alternative email addresses to the “Email2AT Addresses” field in the Contact, and Email2AT will correctly handle email sent from the professional address as well as the personal address.

Similarly with Account, some companies use many email domains. Instead of only recognizing a single domain, Email2AT can now support as many inbound email domains as an Account may need. If Acme Corp uses @acme.com, @acmecorp.com, and @mycoolacmewidget.com, Email2AT can handle all three of these. Simple set the “Email2AT Domains” field for this Account to be “@acme.com, @acmecorp.com, @mycoolacmewidget.com”.

During the Email2AT activation process, two new User Defined Fields will be added to your Autotask instance automatically. Accounts will have a new field called “Email2AT Domains” and Contacts will have a new field called “Email2AT Addresses”.

Instead of a single domain-per-Account and a single email-per-Contact, simply list additional domains and email addresses in each of these fields.

Introducing the Configuration Item Manager for Autotask

Have you ever needed to update many Configuration Items at a single time? With the new Configuration Item Manager for Autotask, you can!

All MSPintegrations.com users have access to this new tool right from within their MSPintegrations.com account. Simply login, click the link for the tool, and then authenticate to your Autotask. You’ll get a list of Configuration Items, and can update as many as you need to in a single session.

Currently, the only fields available are the Serial Number and Reference Title fields. We’ll add more very soon.

New Search for Email History Screen

No more wading through page after page of email history! There is a new search box at the top of all history screens to make it much easier to find a particular message. Searching is available based on the email sender’s address, the filter they sent to, the email subject, and the Autotask Ticket Number.

There is also a new link from the Email2AT Filters List screen to link directly to a search of messages for that particular filter.