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Add a Customer to Autotask Email Flow in Outlook

Learn how to add a new customer to your Autotask email flow by configuring forwarding and organization rules in your shared Outlook support mailbox.

By John Webster

To integrate a new customer into your Autotask workflow, you need to configure an email forwarding rule in the support mailbox. This ensures their requests are automatically routed to Autotask and filed appropriately.

Access the Support Mailbox

  1. Sign in to your personal Microsoft 365 account and open Outlook

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Step #1:
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Click your profile initials in the top right corner of the window.
Step #2: Click your profile initials in the top right corner of the window.
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Select Open another mailbox from the dropdown menu.
Step #3: Select Open another mailbox from the dropdown menu.
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Search for the support mailbox by typing 'support' and select it from the auto-suggest list
Step #4: Search for the support mailbox by typing 'support' and select it from the auto-suggest list
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Click Open
Step #5: Click Open

The support mailbox will open in a new browser tab.

Create the Autotask Forwarding Rule

In the support mailbox, click the Settings (gear icon) in the top right corner.

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Step #6:

Navigate to Rules

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Step #7:

In the settings menu Click + Add new rule

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Step #8:

Enter the customer's name as the rule name

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(e.g., "B. Smith"). 5.

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Open the condition dropdown and select Recipient address includes
Step #10: Open the condition dropdown and select Recipient address includes
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Enter the customer's exact email address into the field.

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Open the action dropdown and select Forward to
Step #12: Open the action dropdown and select Forward to

Paste in the Autotask support email address into the forwarding field.

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Click Add another action

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Step #14:

Select Mark as read and Move to to keep the support inbox clear.

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Step #15:

You can continue adding additional actions as needed (like moving the email to a specific client folder) before saving the rule.