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 […]
Email Templates
In this guide we will cover: – Editing System Email Templates – Custom Email Templates – Message Groups – Email Template Groups Admin Guides: Email Templates Related Guides: Message Group Overrides Email Templates are used to send a pre-formatted email. They are used as part of Email Automations and can be configured to be sent […]
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 Admin Guides: Email Rules Creating Email Rules In the Halo platform, you can set Email Rules to specify different outcomes based on criteria for […]
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 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 […]
Introduction
You can configure any number of mailboxes in Halo. The contents of these mailboxes will be parsed by a back end Halo application and tickets/opportunities are created/updated from these. Emails can be sent either by SMTP or the Azure Graph API. Before configuring your mailboxes, it is important to understand the terminology used here. Mailbox– Any […]
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 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 a […]
Suppliers
In this guide we will cover: – Enabling Suppliers – Creating Suppliers – Viewing Supplier Profiles – Tickets with Suppliers – Associating a Supplier (Items, Contracts, Assets, Documents, Purchase Orders) – Contacting a Supplier via the API – Allow Supplier Contacts to Access the Portal Admin Guides: Email (General Settings) Suppliers Related Guides: Asset Import […]
Additional Email Settings
In this guide we will cover: – Various additional email settings Admin Guide Email General Settings The following settings are found under Configuration > Email > General Settings. Make Forwarding Agent a Follower When enabled, this setting will ensure that any agent who forwards an email into a ticket will become a follower of that […]
How to Deal with Out of Office Automatic Replies from customers
In this guide we will cover: – How to ensure out of office/automatic replies from users do not update the status of tickets Associated Administrator Guide: Email (General Settings) To prevent out of office replies from updating tickets, there is a setting you can turn off. If you go into Configuration > Email > Mailbox […]