Cutover: who emails your customers

When your service desk is linked to your PSA, the service desk setup check lists an item in its Cutover chapter called Cutover: who emails your customers (it uses your workspace's own word for the businesses you serve). It decides, email by email, whether Current or your PSA sends it. Nothing about who emails your contacts changes until a workspace admin finishes it.

One step for each kind of automatic email: Ticket received, Updates and replies, Resolved and Survey. Each step asks two things.

1. 1
   Does your PSA already send it?

   For example, whether your PSA has a workflow rule that emails the contact when a ticket is created. No PSA lets Current read its workflow rules, so you answer. Look at the workflow rules in your PSA if you are not sure. A past switch-over's answers fill this in.
2. 2
   Who sends it from now on?

   Two columns say exactly what reaches the contact. Current sends: each reply an engineer sends in Current is emailed from your support mailbox. Your PSA sends: each reply is posted in your PSA as a note the contact can see, and your PSA's workflow rule emails it.

Your first answer picks the recommended column: when your PSA already has a rule, your PSA sends; when it has none, Current sends. Replies stay with Current while they cannot reach your PSA yet (for example while ticket and time sync is in Preview), so they never wait.

• Two emails: if Current sends an email your PSA's rule also sends, the contact gets it twice. The step says so and asks you to tick I turned off that rule in your PSA.
• No email: if you give an email to your PSA but it has no rule for it, nobody sends it. The step says so and asks you to tick I understand nobody sends this email.
• Every email Current sends while your PSA is linked asks you to confirm the PSA rule is off, or that there never was one.

The last step, Check and switch, lists what Current sends, what your PSA sends and anything nobody sends. Press Switch over and Current follows the choices at once, for every ticket in the workspace. The item then reads as done and lists who sends what. From then on, a contact's reply to an email your PSA sent comes into the desk ticket's thread too.

To change your choices later, open the item again from the setup check (Change who sends), or change one switch in Settings › Service desk › Customer emails. If you connect a different PSA, the item opens again: until you switch over for the new PSA, Current sends every email as it does today. Only a workspace admin can switch over, and every switch-over is recorded with who made it and when.