Incoming email processing

NOTE  This feature is not included with an Essentials Autotask PSA contract. Please contact your Datto Account Manager.

BEFORE YOU BEGIN  This feature may be hidden in your database because it has been deactivated. If so, you can activate it on the > Admin > Admin Categories > Activations page. Refer to Activations.

About incoming email processing

Incoming Email Processing converts emails to Autotask PSA entities. The Subject line is converted into the entity title, and the email Body is converted into the description.

Basic and advanced Incoming Email Processing

Depending on your Autotask PSA contract, you will have one of two versions of Incoming Email Processing.

Basic Incoming Email Processing is available to all Autotask PSA customers at no additional cost, and includes:

  • The Add Ticket Email Service (ATES) mailbox, which is already set up
  • One additional active custom mailbox. You can create additional mailboxes, but you won't be able to activate them.
  • Incoming emails will be converted to tickets only; creation of ticket notes, ticket time entries, project notes, task notes, and task time entries is not available.

Advanced Incoming Email Processing includes:

  • The Add Ticket Email Service (ATES) mailbox, which is already set up
  • An option to configure up to 15 additional custom mailboxes
  • Emails can be converted to tickets, ticket notes, ticket time entries, project notes, task notes, and task time entries

To license Advanced Incoming Email Processing if it is not included with your contract, contact your Datto Account Manager.

IMPORTANT  If you had Datto disable advanced incoming email processing, all mailboxes would be disabled. You would have to manually enable the one you want to keep.

Creating and managing mailboxes

To manage mailboxes, do the following:

  • To open the page, use the path(s) in the Security and navigation section above.
  • To create a new mailbox, click New. The New Email Processing Mailbox page will open. Refer to Configuring a custom mailbox.
  • To edit an existing mailbox, select Edit from the context menu.
  • To delete a mailbox, select Delete from the context menu. Deletion cannot be undone.

Configuration overview

To implement Incoming Email Processing for your company, review the following configuration tasks:

  • Configure your Autotask PSA mailbox. Refer to Configuring a custom mailbox.
  • If you do not want to publish the Autotask PSA Incoming Email mailbox name, set up your support mailbox to automatically forward or redirect customer emails to your Autotask PSA incoming email mailbox. Outlook users must redirect.
    • For Outlook, set up the mailbox to redirect (not forward). Refer to Microsoft documentation on using rules to automatically redirect email messages.
    • For most other mail services, use the mail service settings to forward (or redirect) customer emails to your Autotask PSA incoming email box. For example, for Gmail, log into the Support email account. From the gear icon menu, select the Settings > Settings > Forwarding and POP/IMAP tab. Follow the service provider's instructions.
  • Optionally, modify notification templates that inform your customers when entity creation succeeds or fails. Refer to Notification templates.
  • Establish workflow rules that assign and notify resources. Refer to Workflow rules
  • Determine what will constitute a duplicate ticket. Refer to Configure the Duplicate Ticket Handling system setting.
  • Determine if you want to have Autotask PSA automatically parse incoming emails for key words and, if they match existing tag labels or aliases, apply the corresponding tags. Refer to Automatically assign tags to tickets created through Incoming Email Processing based on Title and Description.