Disallowing New Tickets via Email
In this guide we will cover: – Disallowing Tickets via Email Globally – Disallowing Tickets via Email per Mailbox (as of v2.180.1+) Admin Guides: Mailbox Setup Disallowing Tickets via Email Globally In Configuration > Email > Incoming Email, there are two options for disallowing tickets via email. The first is "Don't allow new Tickets via […]
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 Halo 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 we […]
Azure Mail Integration (Azure Mailbox Scan Method)
In this guide we will cover: – How to set up a Mailbox in Halo using the Azure Mailbox scan method This integration facilitates the connection of Azure mailboxes to Halo using the scan method, enabling the ingestion of received emails to create tickets. Incoming mail can take up to 5 minutes to be processed into […]
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 […]
Additional Email Settings
In this guide we will cover: – Various additional email settings Associated Admin Guide Email General Settings The following settings are found under configuration > Email. 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 ticket. Being […]
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 […]
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 […]
Azure Mail Integration (Webhook Method Included)
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 will cover: – Supported Mailboxes – Enabling Incoming Service/Scheduling Service – Choosing an Incoming Method – Configuring an Azure Application – Connecting to the Mailbox […]
