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 […]

Automatic Ticket Updates via Email

In this guide we will cover: – Benefits of providing Automatic ticket updates via email – How to provide Automatic ticket updates via email – How to request ticket updates via email Admin Guides: Email (General Settings) Benefits of Providing Automatic Ticket Updates via Email In this guide we will cover how to provide users […]

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 […]

Email to SMS

In this guide we will cover: – Compatible Email to SMS Providers – SMS Settings – Setting up an Action to send SMS – Sending SMS to Service Users Admin Guides: SMS Settings Compatible Email to SMS Providers HaloPSA will work with most Email to SMS providers as they follow a similar method for converting […]

Bulk Sending Emails

In this guide we will cover: – Bulk Email with the User List – Bulk Email to Users subscribed to a Monitored Service – Bulk Email from an Action 2089 Related Guides: Segments (Distribution Lists) Bulk Email with the User List – now Customer Segments (Distribution Lists) Previously you could use the user list to send […]

Date Formatting on Email Templates Using $-variables

By default when using $-variables to populate dates (e.g. date occurred), it will use the following format DD/MM/YYYY HH:MM tt.   21/09/2023 15:50 PM.    Please note that capitalisation of letter within the brackets is case sensitive and if used differently to above will affect the outcome of the format.    You can use {} […]

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:  – 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 (v2.208.1+) – Example Nurture Campaign  This initial release of Mail Campaigns in Halo will allow you […]

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 […]