Post on 04-Nov-2014
description
Team BarcelonaAutomating Communications Workflow
Guido FrankImplementation Manager
Autotask GmbH
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
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
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
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
Client Access Portal
Client Communications - Creating Tickets
Email support@yourcompany.com
Second Option
Benefits
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
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.
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
Features/Benefits of Email Processing
How do we do this at Autotask? Email is sent to support.yourcompany@email.uk.autotask.net 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)
Account Domain
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
Features/Benefits of Email Processing
Simple Scenario – Basic Ticket Creation
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
Where do we do it?
Setting everything up...
How we make it work...
Features/Benefits of Email Processing
Advanced Scenario – Notes and Time Entries
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
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
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.
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
Licensing and Costs
Call or Email your Account Manager
AccountManagement@autotask.com
Guido FrankAutotask GmbH