Travis Austin, of Rezitech, a young man who made quite a splash in the SMB community and Autotask circle when introduced for the first time at the Autotask CommunITy Live event this spring, has released his first Autotask community focused service called Email2AT. Email2AT (short for email to Autotask but not so named for legal reasons I’m sure) is a cloud based service that utilizes Email2DB to parse them insert or merge data into Autotask. While it is no less impressive then some of the nice “work-around” scripts I’ve seen Travis post in the Autotask Forums, this one has the potential to provide a valuable service that Autotask has determined is out of scope for their offerings.
The Email2AT beta went public today on Autotask’s community forum and invited users to put some load on the service so Travis can fix the major issues. The beta will consist of two feature release phases with phase 2 due out later this week.
“We developed Email2AT because the current solution (Email2DB) was limited and difficult. An Autotask customer must purchase and host their own server. Autotask is a hosted app, so we think it is more fitting to create a hosted cloud based parser, as well.” commented Travis one why he felt the need to provide Email2AT.
Here is the official info release from Travis:
Email2AT is a hosted, cloud-based email parser which accepts inbound emails, locates key information and passes this information into Autotask. It is being released in two phases:
- Phase 1 is a direct Email2DB replacement:
- We are adding the Autotask ATES (Add Ticket Email Service) XML token to the bottom of all inbound messages and passing them on to the Autotask ATES.
- Phase 2 is powered by the API and provides a lot of additional functionality above and beyond Email2AT:
- An Autotask customer can setup inbound email filters which trigger based on the contents of the From address, To Address, Subject, or Body. For instance, you can add a rule that states that everytime an email is received by Email2AT and the email is addressed to firstname.lastname@example.org, a new ticket should be created in the NOC queue, with a status of New, priority of Medium, and Issue type as desired. Or, an email to email@example.com can go to the Finance queue. You could create a rule that if an email is from firstname.lastname@example.org it is created in the Tier 3 Support queue, with a priority of High, and a certain internal notification should be sent.
- Notes appended to existing tickets are true ticket notes, not “Duplicate Ticket Notes” which are confusing to customers and Autotask users alike
- Autotask resources can reply to an Autotask notification, the reply will add a new note to the ticket, and the email will be passed “backwards” through the chain to the ticket contact. The contact can reply, which adds a note, and notifies the resource. This allows true bi-directional email communications between resource and contact, all logged in Autotask.
Travis has not yet determined what the pricing will look like but I can tell you we here at Charlotte Tech Care Team will gladly pay a nominal fee for handy service such as this. Be sure to watch the developers forums within the Autotask Community Forums for more exciting ideas from Travis.