Configuring a support email address default

SECURITY  Security level with Admin permission to configure Email Notifications & Surveys. Refer to Admin security settings.

NAVIGATION   > Admin > Automation > Email Notifications & Surveys > Support E-mail Address

BEFORE YOU BEGIN  Because you can only add an email address with a verified domain as Support Email Address, add the domain to the Domain Settings page first. Refer to Managing Domain Settings.

When users create or edit entities, time entries, or notes, they have the option of sending notification emails. By default, the notification email will use the individual email address of the user who created the item as the Send From Email. If the customer sends a reply, it will be sent to this address.

This is not necessarily the best option if a quick response is necessary. If an individual team member is out for a lengthy time period, the customer's email may fall through the cracks. A group email address that is monitored by a team is a more reliable option. And if notification emails are generated automatically, for example by a workflow rule or by incoming email processing, a generic support email address is required anyway.

IMPORTANT  Because this field cannot be empty, your Autotask instance comes with a default email address of helpdesk@autotask.com. You must change it to your local organization Your Autotask instance may be configured to use one of the following terms instead: Account, Business Unit, Client Company, Customer, Site.'s support email address.

To change this email address to your own support email address, do the following:

  1. Ensure that the domain of your support email address has been verified. Refer to Managing Domain Settings.
  2. To open the page, use the path(s) in the Security and navigation section above.
  3. Enter your local organization The database record of your own organization in Autotask. It has the organization ID "0", and is used as the sender address on quotes, invoices, etc. Previous versions of the help referred to this database record as: 0 Account, Zero Company, Your Own Company.'s Support Email Address.
  4. Optionally, enter a Send From (Name). Example: The Datto Support Team.
  5. Click Save & Close. Autotask will validate the domain of the email address. If the domain has not been verified, you will see an error message, and be prevented from saving the address.

NOTE  The Support Email Address cannot be deleted, only modified.