Backend Services Monitoring

In this guide we will cover: – What is Backend Services Monitoring?  – Navigating the Backend Services Monitoring area – Backend Service Monitoring for UAT Instances (v2.230.1+) – Common Errors Related Guides: Log Retention What is Backend Services Monitoring?  Backend services monitoring allows you to monitor services, automations and events that run on the backend […]

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 […]

Syncing Exchange Calendars using the Microsoft Graph API

In this guide we will cover: – What is the Exchange Integration? – 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 What is the Exchange Integration? Halo can sync appointments with your […]

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 […]