Branding in Halo
In this guide we will cover: -What can be branded in Halo? – How to Brand Email Templates – How to Brand the Self-service Portal What can be branded in Halo? User facing entities in Halo can be branded to, reflect the organisation or team that is providing the service to the user, or they […]
Translating Email Templates
In this guide we will cover: – Configuring translations for email templates To enable this functionality you must enable the setting "Allow multi-language email templates" in Configuration > Email > General Settings. Fig 1. Allow multi-language email templates. The "Custom Variables" button below will take you to an area to create your own custom variables. […]
Dynamically Updating Email Lists
In this guide we will cover: – The use case of dynamic email lists – Configuring dynamic email lists – Adding and removing from your lists within a ticket Dynamic Email lists can be used to change the recipients of the emails in your ticket. For example when using the "Email User" action (found in […]
Creating a Mailbox Overview
In this guide we will cover: – Pre-Requisites – Mailbox setup Overview – Configuring Multiple Connection credentials for a single Mailbox – Mailbox Access Control IMPORTANT: Adding a new mailbox will remove ALL emails from the inbox and turn them into tickets/opportunities, moving the emails to the deleted items in the process. For this reason […]
Disallowing New Tickets via Email
In this guide we will cover: – Disallowing Tickets via Email Globally – Disallowing Tickets via Email per Mailbox Admin Guides: Mailbox Setup Disallowing Tickets via Email Globally In Configuration > Email > General Settings > Incoming Email, there are two options for disallowing tickets via email. The first is "Don't allow new Tickets via […]
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 – Notifications on a Workflow Step – Do Not […]
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 your 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 […]
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 […]