Email Rules
This guide details the different types of email rules and what they do. Associated Admin Guide Email Rules In the Halo platform, you can set email rules to specify different outcomes based on criteria for emails that come into the system. There are several different types of email rules that you can use in the […]
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 […]
Azure Mail Integration (Azure Mailbox Scan Method)
This is a legacy guide – we recommend using our guide 'Office 365/Azure Mailbox Setup' for the most comprehensive and up to date setup information. In this guide we will cover: – How to set up a Mailbox in Halo using the Azure Mailbox scan method Note: Incoming mail can take up to 5 minutes to […]
Google Mail Using SMTP error- The SMTP server requires a secure connection or the client was not authenticated.
When you encounter the following error with Gmail SMTP: Log into the gmail account. Click manage your google account Click Security (safety if translated from another language) Click access less secure apps Click allow less secure apps on Run a new test for the mail box and you should get the following:
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 […]
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 […]
Setting Up Message Approval for Outlook
Whether you're initiating a mailbox for the first time or implementing additional security measures, requiring message approval before sending from a mailbox is a prudent strategy. In Exchange Online, this process is known as moderation, where a designated approver, or moderator, reviews messages before they are sent. This guide outlines the steps to set up […]
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 […]
Azure Mail Integration (Webhook Method Included)
This is a legacy guide – we recommend using our guide 'Office 365/Azure Mailbox Setup' for the most comprehensive and up to date setup information. This video covers the Mailbox Setup for Email Processing via Webhooks (Read the guide for full setup and how to configure error notifications per agent). In this guide we […]