Images attached to the email are converted to ticket, task, or note attachments.If the plain text version exceeds 2,100 characters, Plain text is displayed, and truncated at 2,000 with the Show more… link. On the Activity tab, if the plain text version of the note’s description is 2,100 characters or less, the Rich Text version is displayed. If Rich Text is stored, a plain text version of the content is stored as well, and used wherever Rich Text is not supported, for example in grids.If the plain text is greater than 8,000 characters or the HTML content is greater than 32,000, the description will be saved as Plain Text. If the email body contains bold, italics, underlines, bulleted lists, or numbered lists, this formatting is preserved when the body is converted to a ticket, ticket note, or task note, as long as the plain text portion of the email is less than 8000 characters, and the HTML content is less than 32,000.The incoming email processor will support Rich Text and images as follows: The images can be inline images, or attachments to the email. Many incoming emails contain Rich Text formatting and images that illustrate the customer issue. Please inform customers and staff who use Incoming Email Processing of the expected delays between firing off an email and ticket creation to set the right expectations, and factor them into your service level agreements. If ticket creation takes more than 30 minutes, Autotask PSA will consider it an unacceptable degradation of service and take steps to remedy the situation.If it frequently or for an extended period of time takes between 10 and 30 minutes to process an email, Autotask PSA will monitor the service and intervene as needed. Occasional processing times longer than 10 minutes are to be expected.If incoming emails are processed in 10 minutes or less, the service is working within specified parameters and there is no actionable support issue.Autotask PSA would like to set the following expectations: The second step is to determine which entity the email will be converted into (new ticket? task note?), which company and contact it will be associated with, and the actual creation of the entity.ĭepending on the day of the week and time of the day, both services can be more or less busy.The first step is to determine the zone and database the email belongs to.When we receive an incoming email, it is queued up and subjected to two separate asynchronous processes. I am looking forward to talking with you.Conversion of emails to tickets is not an instantaneous event. Now, I am only going to be able to do 10 calls, and they are first come, first served – so if you want one, hit reply and let me know what you would like help with, and I will send you a link to my booking page. These calls will be short, but powerful, and we can talk about anything you like relating to Autotask Admin work and I will do my best to help you.Īnd, I promise, I am not trying to sell anything on these calls. Getting on the phone with me usually costs about $225, and my clients in the past have seen results like saving $160 per month by leveraging API users, Autotask Parser Setup, benchmarking their SLA for Employees and Customers, flagging new Customers for 90 days so the Company provides them TLC heightened service, and much more – but I would like to offer you this opportunity, completely free. So I am offering 10 free, 20 minute coaching calls over the next two weeks to anyone who wants one. Lately I have been thinking that I would like to give something back, as a thank you for being with me on this journey. I have been privileged to work with many of you solving your Autotask System Administration problems.
I feel very grateful to have such a supportive audience and community over the years.
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