Our customers often ask us how Traceless can respond to your customers directly in the ticket, notifying them by email.
When you create this workflow rule, Autotask will send emails when Traceless generates traces or mfa data that is sent to the ticket. First things first: you will need to be an admin of your AT tenant!
In the hamburger menu on the top left corner, go to Admin > Workflow Rules
2. Click the "+ New" button, again on the top left corner
3. In the screen that follows, enter "Send email on ticket update" as the workflow name. A little distance down, in the Events session, inside the Activity / Accessories subsession, check the "Note Added By" box and specify "Autotask Resource"
4. On the top of the page, click on the "Notification" tab. Scroll down to the Recipients session and check the "Ticket Contact" box
5. Still in the Notifications tab, scroll down until you see the Send Email From options and check "Support Email Address" or which ever you would like. A little further down, in the Notification session, you can check the box if you want to use a default notification template, and in the dropdown below, named Notification Template, you can select which notification template you'd like to use. You can also edit the Email Subject if you want to.
6. Finally, you can click the "Save and Close" button on the top left of the window!
Once you've created this workflow rule, Autotask will now send emails when Traceless generates traces or mfa data that is sent to the ticket. If you have questions or comments, please let us know!