Moving a Contact… (im)Possible!

When we first started using Email2AT ourselves, it didn’t take long to realize that our own internal Autotask account was going to be bombarded with contacts. Every time we received an email from someone that Email2AT couldn’t associate to another Account, we’d get a new contact created for our own account.

After a few months and a couple hundred contacts later, we figured there had to be a better way to do this. What we really wanted to do was to just move those contacts to their correct account. Unfortuneately, though, the Autotask web interface doesn’t allow contacts to be moved between accounts.

But we all know that these sorts of issues rarely stop us…

After some poking around, we figured out how to move the contacts via the web-services API. We wrote a little tool and have been using it internally for a few months, and we think it’s nothing short of a miracle. It’s finally time to unveil this little baby!

All user accounts of MSPintegrations now have a link on their left menu for the new Contact Mover. Basically, this tool allows you to choose an account, and then a contact on that account, and move that contact (and optionally any tickets for that contact) to another account. We check a few things to be sure that it won’t mess up any opportunities, projects, or other items, and then we move them all for you.

But wait, there’s more!

For the first 25 callers (I kid, I kid), we’ll throw in a free LiveLink. The LiveLink is installed on the ticket entity within Autotask and will let you choose “Move Contact and Ticket” from that ticket without having to search around.

Now, when you get a new ticket and contact created on your own Autotask account (since the email address didn’t match an existing account or contact), you can move the ticket and contact in one quick step.

Here’s how it works:

From the MSPintegrations control panel, click Contact Mover from the left menu. You’ll need to login with your Autotask credentials (or pick from the pull-down). Then step through the wizard to pick the old account and contact, and then the new account, and we’ll do the hard part.

 

To create the LiveLink, visit the Admin pull-down from within Autotask and choose LiveLinks Designer. Create a new LiveLink and set it up as follows:

 

As with most of our free tools, this is released as-is. We expect it to work flawlessly, but we can’t guarantee that you won’t run into an oddity. If you find something funny, just let us know.

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.