Setting Up Email Templates

Email templates are applied against messages sent out from Halo. These are set on action level so that you can have different templates for different occasions (e.g. replying vs closing, approval emails or sending quotes). If you are utilising multi-brand functionality, Halo will take the brand email overrides – so the branding will be correct. […]

Mail Campaigns

In this guide we will cover:  – What are Mail Campaigns? – Enabling Mail Campaigns – Creating a Campaign – Blast and Nurture Campaigns – Using Metrics – History – Allow Users to Unsubscribe from Mail Campaigns – Cancelling/Completing Campaigns – Sending Test Emails – Example Nurture Campaign  What are Mail Campaigns? Mail Campaigns in Halo […]

Linking one Appointment to a Ticket to Link all Appointments in the Same Series

Released in Version: 2.100.1 Depending which version you are on: in the configuration for the Exchange Calendars integration, you can enable ''When linking a recurring appointment to a ticket, link all appointments in the series": Configuration > Calendars and Appointments > Exchange Calendars: If you are on a later version of Halo this could be […]

Additional Email Settings

In this guide we will cover: – Various additional email settings  Admin Guide Email General Settings The following settings are found under Configuration > Email > General Settings. Make Forwarding Agent a Follower When enabled, this setting will ensure that any agent who forwards an email into a ticket will become a follower of that […]

Appointments

In this guide we will cover: – Creating Appointments – Appointment System Uses On Actions – Appointment Creation Screen – Creating a MS Teams Meeting from a Halo Appointment – Internal Appointments   Admin Guides:  Appointment Types Exchange Calendars Calendars/ Appointments General Settings Related Guides:  Calendars and Appointments Halo provides the ability to have agents create appointments […]

Google Mail Using SMTP error- The SMTP server requires a secure connection or the client was not authenticated.

When you encounter the following error with Gmail SMTP: Log into the gmail account. Click manage your google account Click Security (safety if translated from another language) Click access less secure apps  Click allow less secure apps on   Run a new test for the mail box and you should get the following:

How to Deal with Out of Office Automatic Replies from customers

In this guide we will cover: – How to ensure out of office/automatic replies from users do not update the status of tickets Associated Administrator Guide: Email (General Settings) To prevent out of office replies from updating tickets, there is a setting you can turn off. If you go into Configuration > Email > Mailbox […]

Forwarding an Action

A short guide to forwarding an action for outside input. You can forward any action from a ticket to an additional email address. This allows you to forward emails or actions to other Agents or Users for input. This will not email the user themselves unless you input their email. This enables input form a […]

Creating and Updating Tickets via Email

In this guide we will cover: – How are Tickets Created via Email? – How are Tickets updated via Email? How are Tickets Created via Email? Tickets are logged via email when an email is sent into a mailbox that is connected to your Halo.  If an email is received into a mailbox, and this […]

End-User Closure Confirmation

This guide details how to make use of end-user closure confirmation functionality. Sometimes, you may find that your agents have closed a ticket before the end-user was happy that the matter had been addressed. Well don't worry – Halo has you covered.  Halo allows the option to enable 'End-User Closure Confirmation', which can be found […]