Customer e-mail on Autotask and ConnectWise

HaloPSA lets QuantumOps send an e-mail to a customer through an e-mail action. Neither Autotask nor ConnectWise lets another system send a free-form e-mail through its API. So on those two PSAs, QuantumOps posts the message to the ticket as a customer-visible note and asks your PSA to notify the customer. Your PSA then sends the e-mail with its own template, and the message stays in the ticket's history. On HaloPSA nothing changes.

Before you start: you need the Administrator role, and your PSA must be connected. See Connect Autotask or Connect ConnectWise PSA.

What goes out this way

Everything that QuantumOps e-mails to a customer through a ticket is a customer-visible note:

• A reply that a technician approves from Ticket Copilot or Ticket Autopilot, a reply sent from the browser extension, and a customer reply that is approved in Qubit chat.
• A Customer Success e-mail, and a CSAT survey sent from the Customer Success Center. The survey is a customer-visible note that carries the survey link. See Customer Success items.
• An e-mail from the Interactive Guide. See Interactive Guide.
• An identity verification or Verified ID message sent as PSA E-mail. See Identity verification campaigns.

Two things do not go out as a customer-visible note:

• Notes that record a call, a call transcript or a CSAT answer are always internal notes, so the customer is not e-mailed. A CSAT answer in particular must not be mailed to the person who just gave it.
• An NPS campaign e-mail is not tied to a ticket, so there is no ticket to hold a note. See NPS campaign e-mails.

There is no survey snippet to paste into a template on these PSAs. The faces snippet that CSAT Administration builds for HaloPSA reads HaloPSA's e-mail template variables, and neither Autotask nor ConnectWise has one that carries a ticket id into a link. For signed survey links, QuantumOps writes each ticket's survey key into the custom field you choose as Survey snippet field in the mapping, and a template of yours that needs the key reads that field. See CSAT e-mail snippets.

Set up your PSA to send the e-mail

QuantumOps cannot send the e-mail itself. If the setting below is missing, the reply stays in the ticket and no e-mail goes out.

Autotask

Create a notification rule that e-mails the ticket contact when a customer-visible note is added. QuantumOps writes the reply as a note of the type you chose as Customer-visible note type in the mapping, with the customer-visible visibility. The confirmation QuantumOps shows says so: Posted to the ticket as a customer-visible note. Autotask e-mails the customer only if your notification rule for added notes is turned on.

A note holds at most 32,000 characters. A longer reply is split into numbered notes, titled for example (1/2), and the confirmation says how many. Notes are plain text on Autotask, so a reply that a technician formatted in the message editor goes out as the same message in text: paragraphs separated by a blank line, list items starting with - or a number, an indent as four spaces and a link as its text followed by its address in brackets.

ConnectWise

Turn on the board's notifications and its setting to send notes as e-mail, for every board that QuantumOps processes. QuantumOps posts a public note with notifications on, and the board's e-mail template sends it to the ticket's contact. A customer's reply to that e-mail threads back into the ticket the way a reply to any ConnectWise e-mail does.

A formatted reply keeps its bold, italic, lists, indents and links in the note's HTML. QuantumOps drafts end with no closing and no name, so the signature of the board's e-mail template, or none, is all the customer sees at the end.

Two checks run before the note is posted:

• If the ticket has no contact, nothing is posted. The message reads Ticket 12345 has no contact, so there is nobody to e-mail. Add a contact to the ticket, or post an internal note instead.
• If the ticket does not e-mail its contact, QuantumOps turns that setting on for the ticket first. If it cannot, the reply is not posted and the message says why.

ConnectWise keeps the formatting of the reply. ConnectWise notes have no subject, because the board's template builds it.

Test it

1. Pick a ticket whose contact is you, on a board QuantumOps processes.
2. Send a reply from the browser extension or Ticket Copilot.
3. Check the ticket for the customer-visible note and your inbox for the e-mail.

If the note is there and the e-mail is not, your PSA's notification setting is the cause, not QuantumOps.

Identity verification and the ticket's contact

Your PSA e-mails the contact of the ticket, whatever address a campaign names. An invitation carries a credential link, so QuantumOps checks before it posts that the ticket's contact has the recipient's e-mail address. When it does not, nothing is posted and the message reads, with your PSA, the ticket and the recipient filled in, Autotask e-mails the ticket's contact, and the contact of ticket #12345 is not ana@example.com, so nothing was posted: the invitation would have reached someone else. Use a ticket whose contact is ana@example.com, or SMTP delivery. The last words mean the SMTP Email delivery method. A ticket with no contact is refused with Ticket #12345 has no contact, so Autotask would e-mail nobody. Nothing was posted: use a ticket whose contact is ana@example.com. When the contact cannot be read from your PSA, the message is The contact of ticket #12345 could not be read from Autotask, so it was not checked against ana@example.com and nothing was posted.

The delivery method PSA Ticket Note posts an internal note instead, so nobody is e-mailed.

NPS campaign e-mails

An NPS campaign e-mail is not tied to a ticket. On Autotask and ConnectWise QuantumOps therefore sends it itself, from a sender address on a domain you own and have verified with the mail provider. TechPulse sets that address up for your instance. If none is set up, or e-mail is not set up on the instance, the campaign is not sent and QuantumOps says so, and the campaign goes back to Draft. See NPS campaigns.

Related pages

• Connect Autotask and Connect ConnectWise PSA: the connection that comes first.
• What works on each PSA: the other differences between the PSAs.
• Emails reference: every e-mail QuantumOps sends.
• Ticket Copilot: where most replies start.