Forwarding an Action

A short guide to forwarding an action for outside input. You can forward any action from a ticket to an additional email address. This allows you to forward emails or actions to other Agents or Users for input. This will not email the user themselves unless you input their email. This enables input form a […]

End-User Closure Confirmation

This guide details how to make use of end-user closure confirmation functionality. Sometimes, you may find that your agents have closed a ticket before the end-user was happy that the matter had been addressed. Well don't worry – Halo has you covered.  Halo allows the option to enable 'End-User Closure Confirmation', which can be found […]

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 this […]

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 […]

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 […]

Canned Text

Editing, creating and using canned text. If you write the same thing often enough to think about canned text, you should definitely add it to the options! Best of all, creating canned text is simple in Halo.  Using Canned Text In a text or memo box, you will be given the option to insert canned […]

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 […]