Email Rules
This guide details the different types of email rules and what they do. Associated Admin Guide Email Rules In the Halo platform, you can set email rules to specify different outcomes based on criteria for emails that come into the system. There are several different types of email rules that you can use in the […]
Google Mail Setup (Setting up Google Application)
In this guide we will cover: – Setting up a Google Mail App – Create Credentials – Setting up Halo Setting up a Google Mail App Prior to setup it is important to note in order to connect your Google mailbox to Halo the mailbox will need a dedicated (Google) licence (unlike M365). This is […]
Notifications
In this guide we will cover: – Notification Configuration – Notification Types in Detail – Adding Agents to an Agent Notification – List of Notification Triggers – Setting up a Personal Notification – Agent Level Settings – Access Control – Incomplete Timesheet Notifications – Notification Acknowledgements (v2.206.1+) – Notifications on a Workflow Step (v2.206.1+) – […]
Adding a Mailbox Without The Use of Azure or Google
Related Articles: Multi Factor Authentication and App Passwords Agent email forwarding This guide will walk you through the basics of setting up a mailbox in Halo Service Desk. It is recommended to setup an azure mailbox, using the other guide provided: Azure Mail Link – Azure Mailbox Setup Mailboxes Out of the box we […]
Azure Mail Integration (Azure Mailbox Scan Method)
This is a legacy guide – we recommend using our guide 'Office 365/Azure Mailbox Setup' for the most comprehensive and up to date setup information. In this guide we will cover: – How to set up a Mailbox in Halo using the Azure Mailbox scan method Note: Incoming mail can take up to 5 minutes to […]
Email Threading
In this guide we will cover: – What is email threading? – Prerequisites for email threading – Enabling email threading – Using email threading- what to expect – Excluding Actions from the thread (v2.184+ ONLY) – Supplier Threads (v2.184+) Admin Guides: Email (General Settings) On versions prior to 2.184 any outgoing emails from a ticket […]
Drag and Drop Tickets Onto a Calendar to Create Appointments
In this guide we will cover: – Creating the Dashboard – Configure the Appointment Action A very useful feature of Halo is the drag and drop of tickets onto a calendar, this is a sea level operation of the Pax8 Academy, making it a known and proven way to deal with appointment scheduling. This feature […]
Email Templates
In this guide we will cover: – Editing System Email Templates – Custom Email Templates – Message Groups Admin Guides: Email Templates Related Guides: Message Group Overrides Email Templates are used to send a pre-formatted email. They are used as part of Email Automations and can be configured to be sent when completing an Action […]
Email Rules
In this guide we will cover: – Creating a new email rule – Email rule types (including asset/user matching) – Integration email rule types – Setting email visibility using a rule Associated Admin Guide Email Rules Creating Email Rules In the Halo platform, you can set Email Rules to specify different outcomes based on criteria […]
Agent Forwarding and Email Updates
Setting up agent forwarding so your agents can update tickets from their email clients. Related Articles: Notification setup Setting up a mailbox Within Halo there are options to forward end-user emails sent directly to your ticket queues from your agents' personal emails. There are also settings to customise their behaviour once forwarded in. By […]