Send by Email Checkbox for AutoTask

Updated by Tmack

Overview

Send by Email is a handy new reply option for the Autotask integration that puts you in the driver's seat. It lets agents decide—on a reply-by-reply basis—whether their response should be delivered to the client via email or as a chat note.

Think of it as a toggle switch for each message: email the client, or chat.

Where It Lives

1. Workspace Setting (Admin Configuration)

You'll find this under Integrations → Autotask → Settings → Workspace, where a new field has been added:

Send by Email (UDF) — set to EmailSuppress

This field maps the feature to the corresponding User-Defined Field (UDF) in Autotask, so the send/suppress state syncs correctly with the ticket record on the PSA side.

You must have setup the EmailSuppress UDF following this document for it to appear in the dropdown and work.

https://docs.getthread.com/article/y8vbejd663-setting-up-an-email-communication-workflow-in-autotask

2. Reply Composer (Agent-Facing)

When replying to a ticket connected to Autotask, agents will see a Send by email checkbox besides the Send Button.

  • ✅ Checked — the reply is sent to the client as an email
  • ⬜ Unchecked — the reply is sent via chat

How It Works

The checkbox gives you full control over each reply. Here's what happens in each scenario:

Checkbox State

Client Receives Email?

Note Added to Ticket?

Checked

Yes

Yes

Unchecked

No

Yes

This means you can use the same reply box for both external client communication and internal shorthand notes—no need to switch views or tools. Perfect for team hand-offs, adding context, or jotting down quick reminders!

Setup Steps for Admins

Getting this feature up and running is straightforward. Here's what you need to do:

  1. Go to Integrations in the left navigation
  2. Select the Autotask integration
  3. Open the Settings tab
  4. Under Workspace, locate Send by Email (UDF)
  5. Select the UDF that should control this behavior (default: EmailSuppress)
  6. Save the settings
Once you've configured the UDF mapping, all agents in the workspace will be able to use the Send by Email checkbox right away.

Usage Steps for Agents

Using this feature is super simple:

  1. Open a ticket synced with Autotask
  2. Write your reply as usual
  3. Check Send by email if the client should receive this reply via email
  4. Leave it unchecked to only send a chat to client
  5. Send the reply

Notes

  • This setting is workspace-wide for configuration (the UDF mapping), but the checkbox itself is applied per individual reply
  • If the checkbox is left unchecked, no email notification is triggered for the client
  • All replies (whether emailed or not) are logged on the ticket for full visibility and record-keeping

How did we do?