System Notifications
In this guide we will cover: – Types of System Notifications – How to Enable Them Halo has some pre-configured system uses for sending out notifications, which can be enabled or disabled within various areas of our system. This guide will cover a list of these, and how to set these up. Account Manager Account […]
Backend Services Monitoring
In this guide we will cover: – What is Backend Services Monitoring? – Navigating the Backend Services Monitoring area – Common Errors What is Backend Services Monitoring? Backend services monitoring in Halo allows you to monitor services, automations and events that run on the backend of Halo. This includes integration syncs, incoming and outgoing email, […]
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: Fig 1. Allow multi-language email templates. With this enabled you can set individual email templates to be multi-language. To translate an email, you need to use […]
Dynamically Updating Email Lists in Halo
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: – Mailbox setup Overview – Configuring Multiple Connection credentials for a single Mailbox (v2.182+) 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 it is recommended that you […]
Disallowing New Tickets via Email
In this guide we will cover: – Disallowing Tickets via Email Globally – Disallowing Tickets via Email per Mailbox (as of v2.180.1+) Admin Guides: Mailbox Setup Disallowing Tickets via Email Globally In Configuration > Email > Incoming Email, there are two options for disallowing tickets via email. The first is "Don't allow new Tickets via […]
Syncing Exchange Calendars using the Microsoft Graph API
In this guide we will cover: – How to connect to the Exchange Calendars integration – Immutable IDs and Webhooks – Importing Existing Calendar Entries – Inbound and Outbound Requests Tab – Using Exchange Calendar – Common errors This guide covers how to connect to the Exchange Calendars integration using the Microsoft Graph API connection […]
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 (v2.176.1) – Incomplete Timesheet Notifications (v2.176.1) Associated Administrator Guides: Notifications General Settings Notification Configuration To begin […]
