Automating Communications Workflow: Incoming Email Processing


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Want to make creating tickets, entering time and adding notes easier? Autotask's new Incoming Email Processing service is the tool you need. Not only can customer emails be parsed neatly and automatically into tickets, it integrates email communications into your day-to-day workflow, improves response times, increases customer satisfaction, and automatically captures ticket updates, task and time entries. This session shows you how you can increase efficiency and communication with the correct configuration of this powerful, new tool.

[Presenter: Guido Frank, Autotask]

Published in: Technology, Business
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Automating Communications Workflow: Incoming Email Processing

  1. 1. Team Barcelona Automating Communications Workflow Guido Frank Implementation Manager Autotask GmbH
  2. 2. Agenda  Overview  Review of Options for Creating Tickets  Features/Benefits of Incoming Email Processing  Best Practices – What to Do/What Not to Do  Setup and Testing  Workflows  Versions  Questions and Answers
  3. 3. Overview  What we will cover  Best Practices for Client Communications  How the Incoming Email Processor Works  Features and benefits of the Incoming Email Processor  “Gotchas”  Best Practices for setup and implementation
  4. 4. Overview  What we will not cover  Creating/Editing/Working with Tickets and Project Tasks  Creating/Working with Workflow Rules  Actual setup of the feature  Recorded Webinar will walk you through the process – Some of these slides are blatantly plagiarized 
  5. 5. Client Communications - Creating Tickets  Client Portal  Best Option  No worries about unknown contacts  User enters information themselves  Less effort for you  Lowers risk of “lost in translation”  Client Portal can be customized for your needs
  6. 6. Client Access Portal
  7. 7. Client Communications - Creating Tickets  Email  Second Option  Benefits
  8. 8. Client Communications - Creating Tickets  Phone Calls – Manual Creation of Tickets  Last Resort  Phone calls interrupt existing work  Callers expect immediate attention  Doesn’t allow the Help Desk to properly Triage tickets
  9. 9. Features/Benefits of Email Processing First Off - A Definition Incoming Email Processing: An Autotask feature that searches the Subject line and Body text of incoming emails for special text. This text is used to create tickets and add notes to tickets, tasks, and projects. You can also add time entries to tickets and tasks.
  10. 10. Features/Benefits of Email Processing What Does it Do? – Converts Emails into Autotask Entities  Subject Line = Entity Title  Email body = Description  Depending on the info in the subject line and body, you can create:      Service Desk Tickets Ticket Notes Project Notes Task Notes Ticket or Task Time Entries
  11. 11. Features/Benefits of Email Processing How do we do this at Autotask?  Email is sent to  Email is then processed by Autotask to take the proper action  The sender email address is key for ticket creation  If there is a match in the contacts database, the ticket is created with that individual as the ticket contact, and attached to their account  If there is no match, Autotask looks in the web field in the accounts database and looks for a match for the email domain. If one is found, a new contact is created under the account, and the ticket is processed as above.  If no matches are found, the ticket is still created, but attached to the “zero” account (your company)
  12. 12. Account Domain
  13. 13. Features/Benefits of Email Processing How do we do this in Autotask?  Notes and Time Entries are added to tickets based on the Ticket number in the subject line  Time entries require specific information on the first line of the email body  This is the only information that can be on the first line  Status and Role can be adjusted, but typos will result in failures
  14. 14. Features/Benefits of Email Processing Simple Scenario – Basic Ticket Creation
  15. 15. Features/Benefits of Email Processing Simple Scenario – Basic Ticket Creation  Provide customers with a “friendly” email address to reach support  Set up rules in email client to redirect email to Autotask custom mailbox  Configure settings for tickets created (Workflow Rules)  Consider a “New Email Ticket” status  Consider a “Triage” Issue type and Queue  Consider a “Triage” Work Type
  16. 16. Where do we do it?
  17. 17. Setting everything up...
  18. 18. How we make it work...
  19. 19. Features/Benefits of Email Processing Advanced Scenario – Notes and Time Entries
  20. 20. Features/Benefits of Email Processing Advanced Scenario – Notes and Time Entries  In Email  Set-up Signatures/Templates in email client to pre-fill indicators on the first line  #T= time #R= role #S= status  Ensure that you don’t place additional text on the first line of the email.  In Autotask  Match the appropriate Notification Template for each action  Select at least one internal resource for failure notifications  Consider adding a Status of “Customer Note Added” and Workflow Rule
  21. 21. Best Practices/Gotchas  To get emails into Autotask REDIRECT, do NOT Forward  When you are setting up new accounts, make sure you have good email addresses, and put the domain name in the account record  If customers use a “generic” email domain, DO NOT put that in the account record  Before you “turn it on” test all features by sending emails direct to the Autotask email address created
  22. 22. Best Practices/Gotchas  Make sure client communications sent from Autotask are sent from your support email box  Make sure your notification templates include ticket/task numbers in the subject line  Carefully consider your business workflows, and set your defaults and Autotask workflows to match  Your Service Desk workflows are key. Once they are setup, the incoming email processing simply works at the very beginning as part of the Autotask entity creation.
  23. 23. Versions  Basic Incoming Email Processing is available at no additional cost. It includes:  The Add Ticket Email Service (ATES) mailbox, which is already set up  An option to configure one additional custom mailbox for creating tickets only  Advanced Incoming Email Processing is available for an additional fee. It includes:  The Add Ticket Email Service (ATES) mailbox, which is already set up  An option to configure six additional custom mailboxes  Emails can be converted to Tickets, Ticket Notes, Ticket Time Entries, Project Notes, Task Notes, and Task Time Entries
  24. 24. Licensing and Costs Call or Email your Account Manager
  25. 25. Guido Frank Autotask GmbH