Autotask PSA: Why are incoming emails creating tickets under the zero account?

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Question

Why are incoming emails creating tickets under the zero account?

Environment

  • Autotask PSA

Answer

Incoming email processing will create a ticket under the zero account if it meets any of the following conditions:

  • The email address connects to a resource in Autotask PSA. This connection may often be the cause if a contractor or dashboard user exists for the client.
  • The email address connects to more than one contact in Autotask PSA.
  • There is no matching email address, and the domain of the email address is listed for more than one company in Autotask PSA. A new contact record cannot generate because the account association cannot be determined. This scenario is also often the cause of @gmail.com and other generic addresses creating under the zero account.
  • There is no matching email address, and the domain of the email address is not listed in Autotask PSA. No contact can generate because there is no matching account.
  • There is no matching email address, no account with a contact with the same email domain, and either no account or more than one account with a web page URL that has the same domain as the email address.

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