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)

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.

Improved Handling of Account Name Overrides

Currently, any inbound email address @email2at.com can be overridden so that any Ticket created from the filter will be assigned to a particular Account.

We’ve added a new configuration option called “Force Account/Contact” and it has been set to “Yes” for all existing email filters. Any newly created filters will default to “No”.

When set to “Yes”, Email2AT will assure that every single Ticket created by the filter is assigned to the selected Account, even if a Contact exists in Autotask on another Account.

When set to “No”, Email2AT will search the Autotask database for a matching Contact prior to assigning the selected Account. If a Contact is located, the Ticket will be assigned to that Contact and their Account, whether or not that Account is the same as the Account in the Email2AT configuration. If no Contact is located, then the Ticket will default to the Account selected on the pull-down.

Account and Contact Selectors for Email Filters

For example, in this screenshot, we’ve created a new inbound filter with the Account overridden to Dynamo Corporation.

If a random user (billy.bob.the.baker@gmail.com) sends an email to this filter, we’ll assign the Ticket to Dynamo. This behavior is not new.

If an existing Autotask Contact (susan@ComputerUsingCompany.com) sends an email to this filter, Email2AT will assign the Ticket to Computer Using Company since “Force Account/Account” has been set to “No”.