Configure Emails Sent to Autotask Contacts

Customize the emails sent to contacts when technicians enter time or notes on tickets

In TopLeft, technicians can send notes and time entries to ticket contacts. These messages are sent from TopLeft, not from Autotask, due to limitations in the Autotask API.

Set Email Reply and From Settings

To ensure replies to messages become new notes on the ticket or task, set the reply-to options. If you leave these fields blank, replies to messages will be sent to the email address of the user who entered the note.

Navigate to Admin > Contact Emails.

Set these fields:

• Reply to name: Name to use for the reply-to field of emails
• Reply to email address: Email address to use for the reply-to field of emails

To find the values for these fields from Autotask, do this:

1. In the main Autotask menu, hover over Admin then click Features & Settings.
2. On the Automation tab, in Email Notifications & Surveys, click Incoming Email Processing.
3. In the list of mailboxes, you should have at least one mailbox that has an associated email account. In the details of the account you should see:
   
4. The mailbox name can be used as the reply-to name, and the email address can be used as the reply-to email.

Customize Email Template

To send messages with customized formatting, edit the subject and template fields. If you leave these fields blank, messages will be sent with basic formatting.

• Time entry notification subject: Customized template for time entry messages subjects sent to contacts
• Time entry notification template (HTML): Customized template for time entry messages sent to contacts (HTML)
• Time entry notification template (text): Customized template for time entry messages sent to contacts (text)
• Note notification subject: Customized template for note messages subjects sent to contacts
• Note notification template (HTML): Customized template for note messages sent to contacts (HTML)
• Note notification template (text): Customized template for note messages sent to contacts (text)

For each notification template of notes and time entries, when both the HTML and text template fields are empty, the default templates provided by TopLeft will be used. If one of these fields is filled, the default template is not used, and only the provided custom template will be used. For example, when 'Note notification template (HTML)' is filled and 'Note notification template (text)' is empty, note messages are sent to contacts only in HTML format.

The available template tags for the above form fields are as follows: