Configure Emails Sent to ConnectWise Contacts

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

In TopLeft, technicians can send notes and time entries to ticket contacts. Time entry notes are sent via your ConnectWise server the same way as if they were made in ConnectWise, but due to limitations in the ConnectWise API, notes are sent from TopLeft and not from ConnectWise.

To use the contact emails feature, ensure that the contact communication sync option is enabled. It might be disabled to improve sync performance.

Set Email Reply and From Settings

 To ensure replies to note messages are received by your ConnectWise email connector, set the reply-to address for each ConnectWise board. 

Navigate to Admin > Email Connectors.

For each ConnectWise board with tickets where technicians send notes to contacts, complete the form as follows:

• ConnectWise board: ConnectWise board name
• Reply-to email: Reply-to address for each ConnectWise board
• From name: From name for each ConnectWise board

Customize Email Template

The content and formatting of the note's email can be customized.

Navigate to Admin > Contact Emails.

Complete the form as follows:

• 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)

When both formats of template fields are empty, the default templates provided by TopLeft are used, and contact emails are sent both in HTML and text format. 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, contact emails are sent only in HTML format.

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