Setting up the third party application add ticket email message
To ensure reliable creation of Autotask tickets, third-party applications must append a properly populated and formatted XML token to the end of the email body. The email message is created by the third-party application from templates within that application. The Add Ticket Email Service (ATES) API uses the information in the XML token, along with the service information contained in the email, to create a ticket.
NOTE To automatically create Autotask tickets using ATES, third-party applications must submit emails to addticket@autotask.net (for customers in the UK data center, to addticket@uk.autotask.net and for customers in the German datacenter, addticket@eu.autotask.net).
- For guidelines on setting up email messages and creating a properly populated and formatted XML token, including guidelines for footer information required by some managed-services provider software, refer to Formatting the application message template.
- To view a sample XML message token, refer to Sample message XML.
- For information on using custom elements in the XML token to populate Managed Services Extension UDFs, refer to Using Add Ticket Email Service with managed services extensions.
- For information on using the Contact Name element in an incoming message to create a contact in Autotask, refer to Adding a contact in Autotask from ATES.
- For a description of how ATES processes incoming ticket information to associate emails with Autotask organizations and/or contacts, refer to Adding Ticket Email Service processing rules.
