Conversion of emails to tickets is not an instantaneous event. When we receive an incoming email, it is queued up and subjected to two separate asynchronous processes.
- The first step is to determine the zone and Autotask instance the email belongs to.
- The second step is to determine which entity the email will be converted into (new ticket? task note?), which organization and contact it will be associated with, and the actual creation of the entity.
Depending on the day of the week and time of the day, both services can be more or less busy. Autotask would like to set the following expectations:
- If incoming emails are processed in 10 minutes or less, the service is working within specified parameters and there is no actionable support issue.
- Occasional processing times longer than 10 minutes are to be expected. If it frequently or for an extended period of time takes between 10 and 30 minutes to process an email, Autotask will monitor the service and intervene as needed.
- If ticket creation takes more than 30 minutes, Autotask will consider it an unacceptable degradation of service and take steps to remedy the situation.
Please inform customers and staff who use Incoming Email Processing of the expected delays between firing off an email and ticket creation to set the right expectations, and factor them into your service level agreements.