Log Retention
In this guide we will cover: – What Logs Halo Stores and for How Long Related Guides: Backend Service Monitoring Redact Sensitive Audit Logs on a Ticket Redacting Card and Social Security Numbers (SSNs) What Logs Halo Stores and for How Long This table covers the basis of the most commonly referenced logs within the […]
AI Acknowledgement Emails
In this guide we will cover: – Using AI to Generate Acknowledgement Emails – Adding an AI response to a template Related Guides: Boost Ticket Processing using AI Using AI to Generate Acknowledgement Emails AI can be used to send out acknowledgement emails when a ticket is logged. From v2.216 you can set this per […]
Acknowledgement Email Hierarchy
In this guide we will cover: – Acknowledgement Email Flow – Setting locations – Additional Settings to Consider There are various places in Halo to set whether an acknowledgement email is sent out to a user. This allows you to automate who receives an acknowledgement email. Acknowledgement Email – An email sent out to user(s) automatically […]
Mail Processing FAQs
In this guide we will cover: – Frequently asked questions about how emails are processed in Halo This guide will cover a list of frequently asked questions about how mailboxes work within Halo. If you have additional questions following reading the below, please contact support to assist you. How are emails processed by a mailbox […]
Backend Services Monitoring
In this guide we will cover: – What is Backend Services Monitoring? – Navigating the Backend Services Monitoring area – Common Errors Related Guides: Log Retention What is Backend Services Monitoring? Backend services monitoring allows you to monitor services, automations and events that run on the backend of Halo. This includes integration syncs, incoming and […]
Dynamically Updating Email Lists
In this guide we will cover: – The use case of dynamic email lists – Configuring dynamic email lists – Adding and removing from your lists within a ticket Dynamic Email lists can be used to change the recipients of the emails in your ticket. For example when using the "Email User" action (found in […]
Disallowing New Tickets via Email
In this guide we will cover: – Disallowing Tickets via Email Globally – Disallowing Tickets via Email per Mailbox Admin Guides: Mailbox Setup Disallowing Tickets via Email Globally In Configuration > Email > General Settings > Incoming Email, there are two options for disallowing tickets via email. The first is "Don't allow new Tickets via […]
Email Threading
In this guide we will cover: – What is email threading? – Prerequisites for email threading – Enabling email threading – Using email threading- what to expect – Excluding Actions from the thread (v2.184+ ONLY) – Supplier Threads (v2.184+) Admin Guides: Email (General Settings) On versions prior to 2.184 any outgoing emails from a ticket […]
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 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 default agent […]
Double Line Spacing On Emails In Outlook
Sometimes, emails sent from Halo will display with extra line spacing when viewing them in Outlook desktop. The following is an explanation of how to fix this, read the entire explanation before deciding if this is the correct change you need to make. This issue is due to the discrepancy in how different HTML viewers […]