About Incoming Email Processing

Incoming email processing is a way to automatically create tickets from customer support emails. For an overview, refer to the context-sensitive help on the following page: > Admin > Automation > Email Notifications & Surveys > Incoming Email Processing.

We recommend that you set up at least one mailbox and redirect or forward the emails coming into your local organization's support inbox to it. Autotask will automatically convert these emails into tickets.

To complete the configuration, you must do the following:

• Configure your Autotask Incoming Email mailbox.
  
• Review the default settings for the Ticket, Ticket Note, and Ticket Time Entry tab and select Enabled on each tab.
• Redirect or forward emails that arrive in your local organization's Support inbox to the Autotask Incoming Email mailbox. The format will be mailboxname.yourdomainname@email.autotask.net.

We recommend that you configure the defaults so that the email originator is notified whether the ticket creation is a success or a failure, and the ticket queue owner is notified if ticket creation fails.