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 […]
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)
In this guide we will cover: – How to set up a Mailbox in Halo using the Azure Mailbox scan method This integration facilitates the connection of Azure mailboxes to Halo using the scan method, enabling the ingestion of received emails to create tickets. Incoming mail can take up to 5 minutes to be processed into […]
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+) Associated Administrator Guide: Email (General Settings) On versions prior to 2.184 any outgoing emails from a […]
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: – How to edit email templates Using $-variables in templates – Message Groups Associated Admin Guide Email Templates Email Templates are used in Halo 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 manually. […]
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 […]
Double Line Spacing On Emails In Outlook
Sometimes, emails sent from Halo will display with extra line spacing when viewing them in Outlook desktop. The following is an explanation of how to fix this, read the entire explanation before deciding if this is the correct change you need to make. This issue is due to the discrepancy in how different HTML viewers […]
Email Templates and their System Use
In this guide we will cover: – Email templates and when they are used – Variables Admin Guides: Email Templates Related Guides: Email Templates Email templates and when they are used Email templates in Halo are used to create pre-formatted emails. These templates can be found in Configuration > Email > Email Templates. Each template […]
