Settings Docs

To help reduce the cost of our service and avoid app store fees,  there is no way for agents to manage licenses and billing through the iPhone or iPad applications. A super user can sign in using their browser to manage these options under Billing.

Set the workspace-wide security policy from one page.

1. Go to Settings > Security.
2. Turn on Two-Factor Authentication to require all agents to use 2FA when signing in.
3. Turn on Prevent Deletion to stop agents from deleting tasks/tickets (they can still close them).
4. Under Client Portal IP Restriction, turn off Allow All IPs if you want to limit which IPs clients can reach the portal from.
5. Use Detailed Emails to control whether the full message content is included in email notifications.

Set your workspace identity and branding, and find your license.

1. Go to Settings > Workspace.
2. Under General, edit the Workspace Name (shown to agents and clients) and click Save. Copy your Workspace ID to reference when contacting support.
3. Under License, copy or download your license key.
4. Under Workspace Logo, click the logo to upload a new image (JPG, GIF, or PNG under 5 MB; square images look best).

The Danger Zone at the bottom holds Delete account, which permanently removes the workspace and all its data — use with caution.

In order to convert back to a free account, navigate to Billing, and on the Plan tab click Downgrade to Free. Contact us with additional questions.

We only process emails you forward. If you need to prevent someone from sending an email to your email to ticket, use rules in your email service to block or make exceptions to what gets forwarded.

Step 1

To set up an email to ticket, you must forward emails from your mailbox to [email protected] from your existing mailbox. Simply configure a forward, a mailbox rule, or a transport rule to forward all emails or specific emails that match your rule.

Step 2

After you forward emails from your mailbox to our ticketing, you now need to claim that email in the Vertask portal.

Navigate over to Settings > Email to Ticket

• Click New
• Enter the email address you forwarded in the form
• Click Configure
• You will be sent a verification code to the email address you forwarded. Click the link to verify ownership.

Step 3

Once you click the verification link, validate that the config shows's 'verified' at the top.

Step 4 (optional)

On the same page, you can also configure additional properties, such as:

Permissions - agents or groups the email tickets will be assigned to
Enable or disable the rule
Auto-create clients - automatically create the sender as a client
...and other options.

To troubleshoot email-to-ticket issues, you can use the logs to see what is happening behind the scenes. Search the records for the email address you forwarded.

An agent with permission to edit the company or edit agents can add a new agent by navigating to Settings, and selecting "Agents".

On the Agents page, click on the "New" button.

You can also add agents by clicking the "+" on the top nav, and selecting "Agent".

Once the New Agent form pops up, you must enter at least a first name and email address to save the new agent. The agent will receive an invite to get signed in once you click Save.

Tags allow you to tag tasks, assets, users, and sites so that you can search and do reporting later using those tags.

 To remove, update, rename and merge tags, the agents with permission to edit the company or edit tags can do so under Settings > Tags.

• Click a tag name or description to change. Data is saved automatically.
• You can also merge duplicate tags using the "Merge" button on the top of the page.

By default, SLA targets are measured against the 24/7 clock. If your team only works certain hours, you can make SLAs respect your business hours instead.

Navigate to Settings > Business Hours (SLA).

Enable support hours, choose your timezone, and set the open hours for each day of the week, then click Save.

SLA response and resolution targets set in Audiences as minutes or hours are measured against these working hours. Targets set in days, weeks, or months (and holidays) run on the calendar clock.

See also: Service level agreements (SLA) and Audiences in this help center.

Turn an inbox into tickets automatically by configuring an inbound email address.

1. Go to Settings > Email to Ticket.
2. Open the New tab, enter the e-mail address you want to turn into tickets, and click Configure.
3. The address then appears under Configured Emails, where you can manage it later.

To stop specific senders, see Email to Ticket - Block Sender. If messages aren't creating tickets, see Email to Ticket Troubleshooting.

1. Navigate to Microsoft Entra Admin Center (https://entra.microsoft.com)

2. Expand Applications and select App registration

3. Give the application a name (ie., Vertask)

4. Select whether your org is Single Tenant of Multi Tenant then hit Register

• If you are a global admin in 365 and are unsure of this, it is most likely single tenant

5. You are now on the' Overview' page as you now have the app registration created. Copy your Application (client) ID and Directory (tenant) ID; You will need them later.

6. You will need to create the 'Client secret' for your registered app.

• Click 'Certificates & secrets' from the left menu
• Click the '+New client secret' button.
• Select how long your secret is valid. (Vertask will be unable to sync after this and a new secret will need to be generated to resume syncing.)
• Click the 'Add' button.
• Copy the Secret value, you will need it later. If you do not copy the secret now, you will have to do step 6 again as you will not be able to see it again.

7. We now have to make sure we have the appropriate permissions to sync users. Click API permissions on the left navigation.

If you want to sync users:

• Click +Add a permission
• Select Microsoft Graph
• Select Application Permission
• Now, scroll down to User and check the box next to the permission User.Read.All
• Select the blue Add permission button at the bottom of the window to save the selection

If you want to sync devices:

• Click +Add a permission
• Select Microsoft Graph
• Select Application Permission
• Add the following permissions
• User.Read.All, Device.Read.All — you already have these (device/user sync works)
• DeviceManagementManagedDevices.Read.All — add (Intune id + now the serial)
• DeviceManagementManagedDevices.PrivilegedOperations.All — add (for the Sync button)
• DeviceLocalCredential.Read.All — add (to get Local Admin Password)
• BitLockerKey.Read.All — add (to get Bitlocker recovery keys)

Select the blue Add permission button at the bottom of the window to save the selection

8. Once it saves, click the button to grant the access to the company: Grant admin access for CompanyName

9. Next, go Vertask Settings

10. From here, navigate to Integrations & Add-ons > Microsoft Azure/Entra > Edit Config

11. Here, set the sync frequency

12. Next, fill in the Tenant ID, Application ID and Client Secret from steps 5 and 6.

12. Finally, enable Sync Clients and Sync Devices, along with other options features.

Review a trail of account changes for troubleshooting and compliance.

1. Go to Settings > Logs.
2. Browse the chronological list of account-related changes from the last 90 days.
3. Narrow the list with the log type dropdown and the Start Date and End Date fields, or type in the search box, then click Search.

Email-related log entries may appear with about a two-minute delay.

The score starts at 100 and deducts points for various issues, capped per category so no single factor can tank it entirely:

• Overdue tasks — −10 each, capped at −40
• Other open tasks (not yet overdue) — −2 each, capped at −20
• Overdue maintenance — −10 each, capped at −30
• Expired warranties — −5 each, capped at −15
• Warranties expiring soon — −2 each, capped at −10
• Leases expiring within 30 days — −10 each, capped at −20

The score floors at 0 (it never goes negative), and the resulting number maps to a labeled banner: 80+ is Good (green), 50–79 is Needs attention (yellow), and below 50 is At risk (red).

So in practice, overdue tasks and overdue maintenance are the heaviest hitters — each is worth −10 and together they can pull the score down by as much as 70 points. Warranty and lease issues are lighter touches by comparison.

Your Tenant ID is now called your Workspace ID.

To find it, navigate to Settings and click on Workspace.

Under General, you will see the Workspace ID, along with a Copy button.

Reference this ID when contacting support.

Vertask allows users to take advantage of automation by integrating with Zapier. With Zapier, you can connect thousands of applications to Vertask to automatically create tickets, tasks, assets, and more.

In order to get to the Zapier integration page, you will need to be a super user;

• Integration page: https://vertask.com/work/plugins/zapier

Here, you can find your Zapier Key, and the Workspace (company id) you will need in Zapier. Before you can use Zapier, the status must be set to Enabled on the integration page.