Autotask PSA: incoming email, workflow rules and ticket merges
How Autotask PSA turns email into tickets, notes and time entries, and how to troubleshoot it when it doesn't: how the sender is attributed, the closed loop that keeps a conversation on one ticket, loop protection, size and timing expectations, and the most common causes of missing or doubled messages. Then workflow rules (cascades, time-based rules and the workflow rule audit) and merging duplicate tickets without losing time or billing.
- Level
- Intermediate
- Length
- About 55 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 2 Oct 2026
- Autotask PSA
Skills you'll practise
- Predict what Autotask creates from an incoming email (ticket, note or time entry) from its subject and first line
- Trace how an email is attributed to a resource, contact or organization, and what happens when nothing matches
- Diagnose missing, late, looping and doubled email tickets using the causes the help documents
- Read a workflow rule audit and fix the reason for each failure
- Merge duplicate tickets and correct contract and work type on the moved time entries
Course outline
- 1.Autotask PSA: email, workflow rules and mergesVideo · 2 min
- 2.From email to ticketLesson · 19 min
- 3.Keeping the conversation on one ticketLesson · 18 min
- 4.Workflow rules and mergingLesson · 18 min
- 5.Autotask PSA: incoming email, workflow rules and ticket merges: knowledge checkKnowledge check · 17 questions
- 6.Final exam10 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Autotask PSA Help: Incoming email processing (mailboxes, redirect vs forward, configuration overview)
- Autotask PSA Help: How we determine what entity to create (subject numbers, #T= #R= #S= email indicators)
- Autotask PSA Help: How we attribute the email (resources, contacts, ticket numbers, web domains, Ticket Organization, public domains)
- Autotask PSA Help: Loops and dupes (closed loop, success notification, infinite loop protection)
- Autotask PSA Help: Incoming email processing FAQs (processing times, size limits, stripped text, header size, double notifications)
- Autotask PSA Help: Autotask workflow rules (events, conditions, cascades, time-based rules)
- Autotask PSA Help: Auditing workflow rules (audit reasons, severity, fixing a rule)
- Autotask PSA Help: Merging tickets (what moves, what doesn't, contract and work type on time entries)
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.