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 […]

Emailing Users

In this guide we will cover: – Creating an Email User Action – Using the Email User Action – Standalone Emails – Standalone Emails – Replying to a Specific Action Admin Guides: Actions Email (General Settings)  General Settings (Tickets) Related Guides: Actions $-Variables (Dollar Sign Variables) Creating an Email User Action It is likely your […]

Sales Mailboxes – Azure

In this guide we will cover: – What is the Sales Mailbox Integration? – Azure Active Directory Configuration – Connecting the Mailbox – Adding the Mailboxes – Importing Mail – Using Sales Mailboxes – Setting Overrides In this guide we will cover how to setup Sales Mailboxes using Azure mailboxes. For information on setting up […]

Variables in Email Templates

Using variables to customise the information sent to end-users and displayed to agents. Related Articles: Email settings Creating and customising Actions Custom Fields Ticket fields   Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no replacement of them if […]

Treat Forwarded Emails from Agents as End-User Emails

In this guide we will cover: – The functionality of the setting 'Treat Forwarded Emails from Agents as End-User Emails' This setting can be found under Configuration > Email > General Settings. Fig 1. Treat Forwarded Emails from Agents as End-User Emails setting When enabled, emails forwarded from agent addresses to your mailbox(s) will ignore […]

Mailchimp Integration

In this guide we will cover: – Enabling Mail Campaigns – Connecting to Mailchimp – Importing Data – Creating a Campaign This integration will allow you to import the following data from Mailchimp: Audiences as Distribution Lists Audience Members as Users, and add the Users to the relevant Distribution List(s) Segments as Distribution Lists Segment […]

Agent Notifications for Errors in the Halo Integrator/Email Processing

In this guide we will cover: – How to enable notifications, per agent, when there are errors in the Halo integrator or email services Agents can receive error notifications for Outgoing and Incoming emails as well as the Halo Integrator by using these settings located at Agent > Preferences > Notifications: Fig 1. Enable notifications […]

Email Hashtags

In this guide we will cover: – What is an Email Hashtag? – Adding Hashtags to Emails – Available Hashtags What is an Email Hashtag? Email hashtags allow your agents to add certain behaviours when they email in, without having to log in. Adding Hashtags to Emails Email hashtags can be enabled per mailbox in […]

Calendars and Appointments

In this guide we will cover: – Using the Calendar – Viewing Entries in the calendar – Creating Appointments – Appointment creation Screen The calendar module in Halo can be used to view, track and manage agent appointments, holidays, tasks, change requests, projects and scheduled tickets. Agents will each have their own calendar, but can […]

Segments (Distribution Lists)

Disclaimer: Distribution Lists may be called Segments, depending on which Halo product you are using (functionality is the same between products). In this guide we will cover: – Enabling Distribution Lists – Permissions – Creating Lists – Adding Members – Setting the Mailbox – Sending Bulk Emails from a Distribution List – Viewing Past Communications – Bulk […]