Busy technicians can now send messages to a ticket's contact when making a time entry or note, in both Autotask and ConnectWise. They no longer need to return to the PSA software to send the time entry or note to the contact.

Emails to contacts was previously only available for time entries (not notes) in ConnectWise, and nothing was available in Autotask, due to restrictions in the ConnectWise and Autotask APIs.

ConnectWise customers: to enable this feature, you'll need to grant the TopLeft API member's security role the "Company/Contact inquire level" permission. Full instructions for security role setup are in the Knowledgebase.

Autotask customers: TopLeft doesn't need new permissions for this, but if you experience any trouble please review the API security settings in the Knowledgebase.

Administrators may want to customize the format of the messages sent to contacts. If you chose not to do this, messages to contacts will have a very basic format and responses will be sent back to the technician who wrote the note or time entry. But there are a lot of options for configuring message subjects, reply-to headers, and HTML and plain text templates. The template formats support the most important fields, using the same formatting as your PSA, to make it as easy as possible to duplicate the templates used in your PSA.

For full instructions on configuring this, choose your PSA: ConnectWise docs or Autotask docs.

Messages are sent from TopLeft's email service using a "From" address at topleft.team, so you don't need to worry about configuring any email servers or DNS settings on your domain. If you've configured the "Reply-to" header, replies from contacts will be sent back to your ConnectWise or Autotask connector and result in a new ticket note. If you haven't configured the header, responses from the contact will be sent back to the technician's mailbox.

Try it out! And send any questions or problems to help@topleft.team.