SECURITY Administrator
NAVIGATION
> Support Settings
NAVIGATION Autotask > Admin > Features & Settings > Application-wide (shared) Features > Incoming Email Processing
If you use Autotask in conjunction with File Protection Manager, you can set up your support email address so that Autotask tickets are created automatically when a File Protection client sends you a support email or when notifications concerning your customers' backup statuses are sent to you by File Protection.
IMPORTANT While we support this workflow, we recommend that you use our Autotask Ticketing Integration for automated Autotask ticket creation and closure from File Protection events.
Integrating not only the billing process but also the service delivery and time and expense tracking with Autotask enables you to calculate true profitability for File Protection services.
You must meet the following prerequisites:
- You are an Autotask customer
- You have configured the Autotask integration
- The client teams and if possible, users are set up in your Autotask database. This allows us to match the sender's email address to a company and contact in Autotask and assign the ticket to the correct company in Autotask.
How to enable automatic ticket creation for File Protection support inquiries...
1. Best Practice but optional: Set up File Protection -specific queue, ticket category, ticket source, issues and sub-issues in Autotask
This will allow you to filter out tickets generated in File Protection and distinguish them from tickets generated by Endpoint Management or other ticket sources. You can then create dashboard widgets to easily manage File Protection tickets
For details, refer to the Autotask Online Help.
2. Set up a mailbox in Autotask
- Create a mailbox in Autotask that is dedicated to processing support emails from your File Protection clients.
EXAMPLE This address will have the following format: yourmailboxname.yourdomain.com@email.autotask.net. If you would like to use a shorter address or have an existing support email address for your File Protection clients, you can use that one, but you must then re-direct (NOT FORWARD!) the mails from that address to the Autotask mailbox address. Refer to this Microsoft article.
You can use an existing mailbox, but creating one for File Protection inquiries specifically allows you to configure queues, source, issues and sub-issues and many other ticket attributes for tickets specifically, and create widgets that display only tickets.
- On the Ticket tab, select yourself to receive Success Notifications (to internal resources and/or other email addresses). This will simplify the verification of the email address, a required step for .
For full details on setting up Autotask mailboxes to convert emails to tickets, refer to Incoming Email Processing.
3. Configure your support email address
- In File Protection Manager, navigate to Settings > Support Settings, enter your email address from your Incoming Email Processing mailbox into the Email field and click the "+" sign. Refer to Support Settings.
- The email will be added, but will be unverified. will send an email with the Subject Please verify your email address that will create a ticket in Autotask.
4. Verify your support email
If you set yourself up to be notified in step 2.2, you will receive a notification email with the verification link.
- Click this link to verify the support email address.
- If you did not elect to be notified, you must open Autotask and search for the ticket generated by with a subject line of Please verify your email address.
- Click on the link in the Description section of the ticket to complete verification.
