Dynamically Updating Email Lists in Halo
In this lesson 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 (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 Threading
In this lesson 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+) Associated Administrator Guide: Email (General Settings) On versions prior to 2.184 any outgoing emails from a […]
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 […]
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 […]
How to Deal with Out of Office Automatic Replies from customers
In this lesson 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 […]
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 […]
Creating Tickets Via Email
How subject line ID tags work. Related articles: Mailbox Setup Action Setup Emails leaving the Halo system are usually pre-formatted based on email templates. This ensures uniform communication and branding reaches your customers or organisation. These email templates also ensure that a unique ticket ID is placed in the subject line of outgoing emails. This […]
Emailing Users
In this guide we will cover: – Creating an Email User Action – Using the Email User Action – Standalone Emails – Replying to a Specific Action Admin Guides: Actions Email (General Settings) General Settings (Tickets) Related Guides: Actions $-Variables (Dollar Sign Variables) Creating an Email User Action It is likely your instance will have […]
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 […]
