In this lesson we will cover:
– Mailbox setup Overview
– Configuring Multiple Connection credentials for a single Mailbox (v2.182+)
IMPORTANT: Adding a new mailbox will remove ALL emails from the inbox and turn them into tickets/opportunities, moving the emails to the deleted items in the process. For this reason it is recommended that you start with an empty mailbox.
Mailbox setup Overview
Start by opening the configuration page, head to email, choose Mailbox Setup and click New. This takes you to a new mailbox setup screen.
Fig 1. New Mailbox screen, including all Mailbox connection types
First enter a name for your new mailbox, this will be what the mailbox is known as in Halo.
Now select the mailbox connection type. The connection type chosen is dependent on the mail server you are using to process your mail, common public mail servers providing support for most connection types. Each connection type has it's own dedicated guide, refer to this to see how to connect using the respective type:
- Office 365/Azure using Webhook method (instant procesing)
- Office 365/Azure (Mailbox Scan method)
- IMAP/POP3/EWS
Note: When authenticating your mailbox via Azure, you are redirected to the Microsoft login page. The address you log in with here will be the mailbox used for creating tickets & sending emails, so if you authenticate with your personal (admin) account, all of your personal emails will be deleted & created as tickets in HaloPSA. If you are using a shared mailbox, please ensure that the licenced user is added as a delegate user on the shared resource.
The area you enter the credentials for connection will depend on the version of Halo you are on. If you are on a version prior to 2.182 the connection credentials can be entered in the 'Incoming' tab. If you are on v2.182+ connection type will be chosen in the 'Details' tab and a button for 'Credentials' will be visible. The credentials button will need to be selected, new set of credentials added, then credentials can be entered here. This allows for multiple credentials to be entered per mailbox. See the section 'Configuring Multiple Connection credentials for a single Mailbox (v2.182+)' of this lesson for more information on this.
Incoming email settings
Once you have connected your mailbox you can configure how incoming emails are treated. Settings for this are found under the 'Incoming' tab against the mailbox.
Fig 2. Incoming email settings for mailbox
Here are various settings to determine if/how emails log new tickets.
At the end of this page is also an option to Import emails from the mailbox, this will import any messages in the mailbox that have not already been processed and removed by Halo. When you connect to your mailbox emails will begin processing automatically but this button can also be used to import manually.
Fig 3. Import emails button
Outgoing Email Settings
Next navigate over to the outgoing tab at the top of the settings list. Here we see a similar range of settings related to how Halo will send emails out to your customers.
Fig 4. Outgoing Email Configuration for the Azure Connection Method
When not using Google/ Azure this page, much like the previous, asks you to input the SMTP credentials for your address on your mail server. This is the set of instructions that tells the server who is sending and how the mail will get sent.
Note: When setting up outgoing email, make sure to select a mailbox within the "Outgoing Email Defaults" Button.
You will also see some additional options beneath the 'Send a Test Email' option:
- Message Group – This is a collection of email templates and can be used to personalise the emails sent from HaloPSA based on the mailbox sending the emails.
- Sending Restrictions – Allows you to determine who can send emails from this mailbox, based on Team or Department membership.
- Email Signature Overrides – Allows you to set, per agent, a distinct email signature to be used. This ensures agents send emails with the relevant email signature based on the mailbox the email is being sent from.
Simply click 'Save' to save your mailbox configuration.
Inbound/Outbound Log
Under the 'Inbound log' and 'Outbound log' tab you can see the logs for all incoming and outgoing mail for this mailbox. This can be used to help troubleshoot any issues.
Configuring Multiple Connection credentials for a single Mailbox (v2.182+)
If you are on v2.182+ multiple credentials for connection to the mailbox can be configured. This is primarily used when you are using multiple instances, as this allows you to link credentials to a specific instance, so a single Halo mailbox can contain credentials to access multiple Azure/Google/IMAP/POP3/EWS mailboxes. Each of these mailboxes will be linked to your production, UAT or dev instance, each instance will then only process the mail in the mailbox the associated credentials give access to.
To do this choose your connection method under the 'Details' tab of the mailbox then hit the 'Credentials' button.
Fig 5. Credentials Button
A pop-up window will appear, add a new row here. In this pop-up window you will need to enter the connection details applicable to the connection method you have chosen for the mailbox (for information on how to obtain these details see the article relating to the connection method you are using).
If you are using multiple instances and you can have an option to choose which instance these credentials are applicable to. For this to appear you need to enable 'Enable config change tracking for mailboxes' under configuration > advanced settings.
Fig 6. Instance Credentials are used for
The instance will then only process mail for the mailbox that the credentials give access to. Once these credentials are completed save this, open up the credentials area against this mailbox again and add a new set of credentials.
If configuring multiple credentials, the credentials configured must authorise different Azure/Google/IMAP/POP3/EWS mailboxes. If you configure two sets of credentials for the same (Azure/Google/IMAP/POP3/EWS) mailbox, the mail will be split between the two instances.
If you are not using multiple instances the 'Instance' option will not appear, the credentials will only apply to the current instance and all mail in this mailbox will be processed into this instance of Halo.
Under the 'Details' tab of the mailbox you will then see which mailbox this instance is processing.
Fig 7. Mailbox that instance is processing
For more information on managing multiple instances see our lesson here.
