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 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 […]

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 and Updating Tickets via Email

In this guide we will cover: – How are Tickets Created via Email? – How are Tickets updated via Email? How are Tickets Created via Email? Tickets are logged via email when an email is sent into a mailbox that is connected to your Halo.  If an email is received into a mailbox, and this […]

Emailing Users

In this guide we will cover: – Creating an Email User Action – Using the Email User Action – Standalone Emails – 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 […]

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 […]

Treat Forwarded Emails from Agents as End-User Emails

In this guide we will cover: – The functionality of the setting 'Treat Forwarded Emails from Agents as End-User Emails' This setting can be found under Configuration > Email > General Settings. Fig 1. Treat Forwarded Emails from Agents as End-User Emails setting When enabled, emails forwarded from agent addresses to your mailbox(s) will ignore […]

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 […]

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 […]