Ticket email for ConnectWise and peers
Published . Updated .
This guide explains how to send down and recovery mail into the PSA mailbox that already opens tickets, and how a client can use a different mailbox or a different company and board.
Use one mailbox that the PSA already turns into tickets. Match the subject, which starts with the state and the check name. Give a client its own mailbox or its own company and board when that client should not share the account default. Test one down and one up before you add the rest of the clients.
What does the mail contain?
The subject is [Watchbill] Down: or [Watchbill] Up: followed by the check name. The body names the target and includes a dedup line that is the same for the down and the up. If you stored a company or a board on that destination, those words are in the body too. There is no REST call into the PSA. The mailbox and your parsing rule do the rest.
A test from the PSA card sends the same shape of message and can open a real ticket. Send it to a test company first.
ConnectWise
Partner write-ups, including Visionary 360's Email Connector notes, describe the connector under System, then Setup Tables, then Email Connector List, with parsing rules on the connector. This pass did not open the current ConnectWise online help page, so confirm that path in the product before you train a tech on it. Setup tables have moved between versions before.
What you need from that screen, whatever the current clicks are: a mailbox the connector reads, a default service board, and a parsing rule that reads the subject. Match Down: to open a ticket and Up: to find the open ticket for the same check name. Put the company in the rule if the subject or the body contains the company you stored.
Do not point the connector at a sales mailbox. A newsletter will become a ticket, or a down message will become a lead.
Autotask
Autotask's own help, on the Service Desk automation landing page cited above, is the place to confirm the current clicks. This pass did not re-open that page, so it does not add a new menu path. The feature the existing help calls Incoming Email Processing is the one that turns a mailbox into tickets. Create that mailbox, set the queue and the account matching, and send the ticket email there.
Match the subject the same way. The dedup line is in the body if your rule can read the body and not only the subject.
HaloPSA
Halo's published Mailbox Setup guide and Email Rules guide are the ones cited above. This pass did not re-read those pages line by line on this date. Use them for the current clicks. The behavior to set is a mailbox that creates a ticket, and a rule that can set the client and the ticket type from the sender, the subject, or the body.
Match [Watchbill] Down: and [Watchbill] Up: so the recovery does not open a second ticket.
Syncro
Syncro's docs on tickets from inbound emails, cited above, are the source for the current clicks. This pass did not re-read that page on this date. The behavior those docs have described is a mailbox under the admin email settings, and a rule when the sender is not already one of your customers. A monitoring address will not match a customer by itself. Add a rule that matches the subject or the from address and sets the customer.
A client that should not share the account mailbox
On the client, choose Use a set on this client. Check the ticket destination that client should use, and set the company and board for that client if the account mailbox is shared but the company is not. Leave the client on Inherit the account set when the account mailbox and the account company are right for them.
A check can replace the client set. Use that only when one target should page a different board.
The alerting list names the clients that use each destination. All clients means every client that inherits the account set. A client with its own set is listed only when that set includes the destination.
What if two tickets open?
The subject changed, or the rule matched Watchbill and ignored Down and Up. Keep the state word. Do not put the time in the subject. A new time is a new ticket.
The recovery was sent before the rule existed. Send a test down, confirm one ticket, send a test up, confirm the same ticket moved. Do this on a test company.
Write down the mailbox, the company, and the board for each client that does not inherit the account set. The next person who adds a client will otherwise paste the account mailbox and file the ticket on the wrong company. The client page shows whether the set is inherited or set on the client. Trust that line, then open the PSA and confirm the last test landed on the board you named.
If the account mailbox changes, inheriting clients follow it. Clients with their own set keep the old mailbox until you edit them. That is the point of the override. It is also how a stale mailbox survives a migration. After you change the account destination, look at the client column. All clients means the new mailbox covers them. A short list of names means those names have their own set and need a look.
How The Watchbill helps
On Pro and Business, ticket email sends when a confirmed outage opens and when it closes. The subject starts with [Watchbill] Down: or [Watchbill] Up:. A client can use its own mailbox or its own company and board. There is no REST connector. The comparison of the mail itself is in how alerts become tickets.
Sources
- ConnectWise partner notes on Email Connector setup tables. Accessed October 10, 2026.
- Autotask help, Service Desk automation. Accessed October 10, 2026.
- HaloPSA guide, Mailbox Setup. Accessed October 10, 2026.
- HaloPSA guide, Email Rules. Accessed October 10, 2026.
- Syncro, tickets from inbound emails. Accessed October 10, 2026.