Action Settings
- tickets
- administrator
- action
- timer
- button
- log time
- hide
- visibility
Configuration > Tickets > Actions
Configuration > Sales > Actions
Related Guides:
If certain Actions are not appearing on your Tickets as you expect, check the following things to make sure that the configuration of the action has been set up correctly:
- If there is a workflow set, does the action appear in the current step of the workflow
- Does the ticket type allow for this action 'Allowed Values' Tab
- What is set for the 'Action Configuration Access Type' setting on this action
Details
| Field | Type | Description |
Name | Free Text | This name displays in the Action Configuration columns to allow you to identify the action. |
| Outcome Description | Free Text | Once the Action has been performed, this is what will be presented in the Action list within a Ticket. |
| Sequence in lists | Integer | Determines where this Action button is presented in the list of Action buttons. As buttons are ordered left to right, a lower sequence number yields Action buttons appearing more to the left. |
| Button Name | Free Text | Determines the Action button name. |
| Button Icon | Single Select | Determines the Action button icon. |
| Action Colour | Hex Code | The colour chosen here will be the colour associated with the Action button atop the Ticket screen. |
| Action button is visible | Checkbox | When unchecked, the Action will not be available for Agents to use - effectively rendering the Action 'inactive' without deleting associated config. |
| Action is visible outside of Workflows | Checkbox | When unchecked, the Action must be present within a Workflow (& the Workflow applied to the Ticket) in order for the Action to be visible on said Ticket. |
| Action Configuration Access Type | Single Select | Two options can be chosen, Generic Action: Can be added to any workflow, but configuration access for this action will not be inherited from the workflow. The other option is a Workflow-Specific Action: Can only be added to a workflow by Agents that can access this action, but configuration access for this action will be inherited from the workflow. |
| Hide from Ticket header | Checkbox | When unchecked, the Action will be removed from the screen. This means Agents cannot use it within the UI, although it will still be available for use within the API. This is primarily used if API Agents trigger Actions you do not want your Agents using. |
| Tooltip | Text | Here, you can enter the text you would like displayed when hovering over this action in the action menu on a ticket. Useful to provide hints to agents as to when an action is used. |
Show Action when account status is stopped | Checkbox | If using "Hide Actions on Tickets for Stopped Customers/Sites" in Configuration > Tickets > General Settings, you can override specific Actions to still show when a Customer's "Account Status" is set to "Stopped". |
| Action Group | Single Select | If set, the action can be added to an action group to display in a folder-like format within a ticket. For more information on configuring action groups, check out the "Actions" guide. |
| System Use | Single Select | The selection made here will determine the action settings which are displayed. |
| Choose to use a specific Ticket Type or Template for the new Ticket. | Single Select | Available when a Ticket use i.e. "Create Opportunity" is selected from the system use dropdown This allows the choice of how the new ticket is structured; it can either inherit the original ticket's, or it can be chosen from any ticket types or templates that have been set up previously. |
| Ticket Type / Template | Single Select | Available when the system use of the action is set to create a new ticket Depending on the above selection, this will set the default Ticket Type or Template with which to structure the new ticket. |
| Default User of Parent Ticket | Single Select | Available when the system use of the action is set to create a new ticket The selection made here will determine a default User to be set on the Parent ticket this can be any User, or just the same User as the original Ticket's. |
| Hide the User details when logging ticket | Checkbox | Available when the system use of the action is set to create a new ticket When checked, user details will be hidden when logging, and the agent creating the ticket will be defaulted as the end-user. This can be useful if agents are logging internal tasks to other teams. |
| New Ticket User | Single Select | Available when the system use of the action is set to create a new ticket Here, you can choose who the default end user of the new ticket created by this action will be. If 'Use Global Setting' is selected the user will be based on the global setting "Default Customer/Site for New Tickets". Unless the global setting "When creating a Child Ticket, set the user to the Agent creating" is enabled, in which case the agent will be set to be the end user of the ticket. |
Hide the Ticket Type selection on new Ticket screen | Checkbox | Available when the system use of the action is set to create a new ticket When checked, the ticket type selection dropdown will not be visible. Agents will not be able to choose the type of ticket that is logged using this action. The ticket type that is logged will be determined by the 'Ticket Type' field. |
| Default summary on new Ticket is summary of source Ticket | Checkbox | Available when the system use of the action is set to create a new ticket When checked, the Summary of the new ticket will be inherited from the original. |
| Default details on new Ticket is details of source Ticket | Checkbox | Available when the system use of the action is set to create a new ticket When checked, the Details of the new ticket will be inherited from the original. |
| Set note equal to the details of the new Ticket | Checkbox | Available when the system use of the action is set to create a new ticket When checked, the ticket details added to the note sent to the new ticket, will be the same note given to the i.e. "Create Opportunity" action on the original ticket. |
| Default User of Parent Ticket | Single Select | Available when the system use of the action is set to create a new ticket The selection made here will determine a default User to be set on the Parent ticket, should the System Use of "Create Parent Ticket" be selected. This can be any User, or just the same User as the original Ticket's. |
| Product | Single Select | Available when "Issue Products" is selected from the system use dropdown. This will allow you to choose whether when using this action the agent can select a product to issue, or if only a specified product will be issued. |
Child Status After Action | Single Select | Available when "Add note to Child Ticket(s)" is selected from the system use dropdown. Here, you can choose what status the child ticket(s) will have after this action is used on the parent ticket. |
Child Action visibility | Single Select | Available when "Add note to Child Ticket(s)" is selected from the system use dropdown. Here, choose whether the note that is added to the child ticket(s) is visible to end users or not. This allows you to have the action against the parent ticket visible to users, but the note on the child ticket(s) not, or vice versa. |
Show this Action even when there are no child Tickets | Checkbox | Available when "Add note to Child Ticket(s)" is selected from the system use dropdown. When unchecked, this action will not appear against tickets if the ticket has no child tickets. When checked, it will still appear, the action can be used but as there are no child tickets, no notes will be added to any child tickets, only to the parent. |
| Treat as SLA Response | Checkbox | Available when "Add note to Child Ticket(s)" is selected from the system use dropdown. When checked, the note that gets added to the child ticket(s) will count as a response, for the SLA response target of the child ticket(s). If unchecked, the note will not count as a response. |
| Default Completion Duration | Checkbox | Available when "Complete Appointment/Task" or "Complete all Appointments/Tasks" is selected from the system use dropdown. This dropdown allows you to decide if the duration of the Appointment/Task is taken from the time spent on the action or the length of the appointment itself. For more information see our guide on Actions: System Uses. |
| Article Publish Agent | Single Select | (v2.253+) Available when "Publish Article" is selected from the system use dropdown. The selection made here will determine the Agent the publication will be attributed to. This can be a specific Agent, or set to the Agent logging/doing the Action. |
| Allow Users to use this action | Checkbox | When checked, this Action will be available for end-users to perform on a Ticket via the Self-Service Portal. |
| Allow Users to add attachments | Checkbox | When checked, this will allow Users to attach files along with the Action. |
| Hide Action button on the User Portal | Checkbox | Only available when "Allow Users to use this action" is enabled. When checked, this action will not be available as a button to users in the portal. Users will only be able to use this action when an agent sends them a link to complete the action. Agents can send users a link to complete an action (form)in the portal using the $-LINKTOUSERACTION{id} variable. Useful when you would like to send users forms to complete at certain stages of the ticket. |
| Is a Quick Action | Checkbox | The quick action setting, when selected, will mean actions are automatically performed when clicked, there is no input boxes, it will automatically do the action. When this checkbox is selected, the 'Action Preview Screen' is bypassed & only the Action's defaults are applied. NB: The Action Preview Screen is where you add notes to a Ticket from an Action etc. The list of available config options on an action are limited when the quick action is selected, so many will disappear. |
| Add note to Parent Ticket | Checkbox | When enabled, a note can be added to the parent ticket from this action without using the system use. This enables the system use to be used for an additional purpose. Enabling this will disable the following systems uses for this action:
|
| Status After Action | Single Select | Determines the Ticket's status after the Action has been performed |
| Show the "Send Email" option | Checkbox | When checked, you will find an envelope icon in the top RHS of the Action preview screen which can be toggled to enable/disable the sending of an email. |
| Show the "Send SMS" option | Checkbox | When checked, this will allow the Action to send an SMS to a designated number which can be set upon actioning. |
Allow Agents to record Audio | Checkbox | When checked, this will allow the Agent to record audio when performing the action. This is then stored as an attachment against the Action. |
| Show the 'Send a WhatsApp Message' toggle | Checkbox | When checked, this will allow the Action to send a WhatsApp message to a designated WhatsApp user / number upon actioning. Only applicable when using the Twilio for WhatsApp Business Integration. |
| Show the "Hide from User" option | Checkbox | When checked, a 'crossed out eye' icon will appear on the Action preview screen (next to the 'dismiss' button). Clicking the icon will allow the toggling of end-user visibility of this Action when an end-user views the Action via the Self-Service Portal. |
| Show the "SLA Hold/Release" option | Checkbox | When checked, a 'pause' icon will appear on the Action preview screen (next to the 'dismiss' button). Clicking the icon will allow you to determine whether or not the pause the SLA timer once completing this Action. |
| SLA Hold Auto-Release date must be set | Checkbox | When checked, this will force an SLA Hold Auto-Release date to be entered, before submitting this Action should this action be placing the Ticket on SLA Hold. |
Show the "Close Ticket" option | Checkbox | When checked, a 'tick' icon will appear on the Action preview screen (next to the 'dismiss' button). Clicking this icon will toggle whether or not you are closing the Ticket upon completing this Action. |
| Show the "Mark as Important" option | Checkbox | When checked, a 'star' icon will appear on the Action preview screen (next to the 'dismiss' button). Clicking this icon will allow you to mark this Action as important. |
| Show the "Follow this Ticket" option | Checkbox | When checked, an 'eye' icon will appear on the Action preview screen (next to the 'dismiss' button). Clicking this icon will allow you to mark yourself as a follower of the Ticket upon completing the Action. |
| Show the "Send Survey" option | Checkbox | When checked, this will allow the option to send a Survey along with the Action to the User. |
| Show the "Translate (into users language)" option | Checkbox | When enabled, a toggle to translate via Azure AI Translator will show on the action. |
| Can always edit closed Tickets | Checkbox | When checked, the action can be used on closed tickets regardless of the agent permission "Can edit closed Tickets". |
| Update Dynamic Email List | Checkbox | When checked, this will cause any Emails added to the TO, CC, or BCC lists to be added to the email recipient list. |
| Show Email Fields | Checkbox | When checked, if you are sending an email from an Action, relevant email fields will be displayed in the Action preview screen (To/CC, email subject etc..) |
| Default Email To and Cc address editing | Single Select | Sets whether agents can edit the email address used for an action, and if so, whether they have to be known or can be any. |
| Default Email To and Cc address behaviour | Single Select | This selection dictates how the To and Cc email addresses will populate by default when this Action is used. |
| Response Behaviour | Single Select | The selection made here will decide whether this Action is regarded as a response to the Ticket. Should it be enabled, the Action will set the Ticket's SLA Response time. |
| Start a new Workflow | Single Select | If one of your Workflows are selected in this field, then upon completing the Action the Ticket's Workflow will be updated to whatever has been selected here. |
| Step to start workflow on | Single Select | If the action is configured to start a new workflow (set above) you can select which step the workflow will start on. This overrides the starting workflow step. |
| Start an Approval Process | Single Select | If one of your Approval Processes are selected here, then upon completing this Action the selected Approval Process will be triggered. |
| Add a To-Do list from a Template | Single Select | If one of your To-Do lists is selected here, then that To-Do list will be added to the Ticket upon completing the Action. |
| Call Script to automatically run on the Call screen | Single Select | The Call Script selected here will be the script used should a call be started with this Action. |
| Time entry units | Single Select | Determines whether to log time in hours or days - also provides the option to inherit this option from the Ticket Type. |
| Visibility on Parent Tickets | Single Select | Choose to show or not show this action on the parent tickets of the current ticket |
| Visibility on Child Tickets | Single Select | Choose to show or not show this action on the child tickets of the current ticket |
| When this Action is added to a Parent Ticket by an Agent, also add to all Child Tickets | Single Select | Controls whether this action is added to all child tickets when it is logged on a parent ticket. If set to ask each time a popup will appear to agents each time they use this action on parent tickets to ask if they would also like it to be added to the children. This is limited to adding the action to 100 child tickets. The global default is set with the setting of the same name in Configuration > Tickets > General Settings > Parent and Child Ticket Settings. From v2.238+ the limit to the number of child tickets actions can be added to will increase from 100 to 500. |
| Skip closure procedures | Checkbox | When checked, any End-User Closure Confirmation procedures set up in Tickets General Settings will be skipped, and the ticket will be marked as closed right away. |
| Default Asset search text | Free Text | The text entered here will be used as a default search when looking for Assets from this action. This is if you are adding an asset via the action, which can be configured for this action by adding the asset field to the field list of the action. Then when you click on the add asset and search for assets when using this action, the default text in the search bar will be what is populated in this free text box. This can be overridden by editing the search bar when adding assets from this action. |
| Reset the response target | Checkbox | When checked, this action will reset the Response Target, meaning that the response SLA on that ticket will act as if the ticket has been freshly logged, and set to a point further in the future, corresponding to the assigned SLA's settings. |
| Attachments added by agents are visible by default | Checkbox | When checked, any attachments added to Tickets via this Action will be marked as Visible To End-Users by default. This can then be reverted on the Attachments tab once the Action has been submitted. |
| Enable auto release prompts | Checkbox | When checked, the SLA Auto Release prompts will be visible when actioning. These will ask whether you would like to set an SLA Auto Release should the Action be placing the Ticket on SLA Hold. |
| Minimum number of attachments that must be attached to submit Action | Integer | Should any number other than 0 be put here, the Action will not be able to be sent unless that amount of Attachments is met. This is often used on Actions that are aligned with submitting forms, etc.. |
| Allow this action to be used even when Ticket/Project is locked | Checkbox | When checked, even if the Ticket or Project being actioned on is locked, you will still be able to use this Action. |
| Submit button label override | Free Text | The text here will be used instead of "Submit" for the button to complete the Action. |
| New action screen display mode | Single Select | This can be left as the default, or you can instead set it to modal, if set to modal, when the action is clicked from the ticket screen, a modal window will take over the screen instead of the action just appearing at the top of the ticket details list. |
| Do not allow this action to be used when there are open appointments in the past | Checkbox | As this setting explains, if an appointment has not been completed and the date set for it is in the past, then the action will not be shown in the tickets list of actions. |
| Hide the User visibility toggle | Checkbox | When checked, agents will not be able to toggle the end user visibility of this action within the ticket. |
| Send an email when this action is created using the Supplier/Customer API connection | Checkbox | When enabled, this allows the action to send an email automatically when it has been created using the customer/supplier API connection. The customer/supplier API connection is used to sync tickets between Halo instances, for more information on this see our guide here. |
| Email Preview Override | Single Select | (v2.250+) Here choose whether you would like to preview emails sent using this action before sending. Allowing agents to preview the whole email that is set to be sent (with variables and template applied) before sending. This will override the global setting. |
| Download all Ticket attachments when this Action is used | Checkbox | This option will only show if the action is hidden from the end user, and is a quick action. When enabled, all attachments on the Ticket will be downloaded when the Action is used. |
| Modal window width | Single Select | decide how much width of the screen the modal window takes up, options are: small, medium, large. |
| Attach Ticket PDF Report | Single Select | The choice made here will determine if a Ticket PDF report is attached to the Action, and if so, which template will be used. |
| Run Report | Single Select | Should a report be chosen from this list, it will be executed at the time of initially logging the Action. |
| Attach Report PDF | Checkbox | When checked, if the above report is ran, it will then be attached to the Action in this format. (Multiple formats can be chosen) |
| Attach Report XLS | Checkbox | When checked, if the above report is ran, it will then be attached to the Action in this format. (Multiple formats can be chosen) |
| Attach Report CSV | Checkbox | When checked, if the above report is ran, it will then be attached to the Action in this format. (Multiple formats can be chosen) |
| Attach Report JSON | Checkbox | When checked, if the above report is ran, it will then be attached to the Action in this format. (Multiple formats can be chosen) |
| OpenAI: Operation | Single Select | Generate User Response: Use the System Message to set the behaviour of the AI. The conversation with the user will be sent and the AI will generate a response. If triggered by a Agent application, the Agent can modify the response before saving the action. Improve Agent Note: Send some instructions to the OpenAI API and the action note will be changed to the response before the email preview is shown or action is saved. $-variables can be used here. e.g. Spelling and grammar corrections for a note which an Agent writes. |
| Azure OpenAI Deployment | leave as gpt-3.5-turbo Checkout the OpenAI Integration | |
| System Message | Memo | This is a large text box where you can give OpenAI a prompt for how you want to respond to people on this action. Example: You are a friendly chat bot that replies to HTML emails in HTML. |
| Preview the OpenA response before saving the action | Checkbox | Check to make sure the response is correct before sending it to a customer. When this setting is on, there will be a symbol in the rich text options, which you can click to preview the OpenAI response. Checkout Open AI Integration for more information. |
| Improve Agent Note is on by default | Checkbox | When selected, the agent will see the AI alteration on the email preview screen, this option is good if you want the OpenAI response to pull through after the save button is clicked on the action. You can also set the default preview of actions in Configuration > Email, check out this guide for more details: OpenAI Integration. |
Defaults
| Field | Type | Description |
| Default communication method | Single Select | The selection made here will determine the default communication method that is selected when first selecting this Action. There are choices to use the same option as the last communication with that User, to use the Action's configuration set up below, or to default to any present methods. |
| Send an Email | Single Select | Determines whether or not an email will be sent from this Action by default. NB: enabling the 'Show send email' option (described above) will allow you to enable/disable per action, with the defaulted option based on this field |
| Send an SMS | Single Select | Determines whether or not an SMS will be sent from this Action by default. NB: enabling the 'Show send SMS' option (described above) will allow you to enable/disable per action, with the defaulted option based on this field |
| Send Satisfaction Survey | Single Select | A Satisfaction Survey $ variable must be present in the email template for a Survey to be sent. This is $-SATISFACTIONWEBLINKTEXT Alternatively, you can checkbox on the setting in surveys "Send the survey whenever the variable is used in a template" which will override the Send Survey toggle at action level, all that is required is to put the dollar variable $-SATISFACTIONWEBLINKTEXT onto the email template. |
| Hide from User | Checkbox | Determines whether or not this Action is visible to end-users when viewing Tickets via the Self-Service Portal. NB: end-user visibility of Actions can be toggled based on the option described above: 'Show the hide from User option'. The default for whether or not the Action is visible is based on this option. |
| Hide Action from Conversation & Internal | Checkbox | There are several different views for a ticket's History (what you see on the Progress tab for a Ticket). One of these options includes 'Conversation & Internal'. Checking this box will not return the Action in the 'Conversation & Internal' views - primarily used for Actions which do not need to be visible at a glance. |
| Put on SLA Hold (if applicable) | Checkbox | When checked, performing this Action will pause the SLA timer. NB: This will be overridden by the SLA Hold Behaviour of a Ticket's Status, if applicable. |
| Release from SLA Hold (if applicable) | Checkbox | When checked, performing this Action will resume the SLA timer. NB: This will be overridden by the SLA Hold Behaviour of a Ticket's Status, if applicable. |
| Mark email as high priority | Checkbox | When checked, this will have the email the action sends out marked as important by default. Marking an email as important against the action in Halo will result in the user receiving the email with a 'high importance' mark within their inbox. This works for all mailbox types. |
| Exclude from Email Threading | Checkbox | When checked, the email this action sends will be excluded from any open email threads. This email will be sent standalone rather than within the open thread (chain). This works in conjunction with our email threading functionality. |
| Mark as Important | Checkbox | When checked, this Action will be flagged as Important. NB: Important Actions can be pinned to the top of the Ticket history via enabling 'Pin Important Actions to top of Ticket history' in Configuration>Tickets>General |
Make Agent a Follower of the Ticket | Checkbox | When checked, this Action will add the Agent as a Follower to this Ticket. This will cause them to receive email updates on each public action made on this Ticket. |
| Add all subscribed Users of the primary service on the ticket as followers | Checkbox | When checked, should a Primary Service be set against the Ticket, then any Users subscribed to that Service will be added as Followers to this Ticket when this action is submitted. |
| Hide from all agents with a client group override set | Checkbox | When checked, should an Agent be co-managed and have a client group override set against them, they will not be able see this action on the progress tab. |
| Translate | Checkbox | When enabled, the translation toggle will default to on. Azure AI Translator must be enabled, and the toggle enabled in the Details tab. |
| Automatically apply the following template | Single Select | If a template is chosen here, it will be automatically applied when the action is used. This option is also available on a new action. Prior to this you will have to save the action first. |
| Email Template | Single Select | If sending an email from this Action, this is the email template that will be applied. 'Ticket Update' is the default template. |
| Default Ticket Type | Single Select | If a Ticket Type is selected here, then the Ticket will change to this type upon completing the Action. |
| Default Team | Single Select | If a Team is selected here, the Ticket will be re-assigned to that Team upon completing the Action. |
| Default Agent | Single Select | If an Agent is selected here, the Ticket will be re-assigned to that Agent upon completing the Action. This includes options to choose a specific agent, use intelligent routing options or assign to the account manager, primary or secondary agent for the client. For more information on the intelligent routing options available checkout Distributing Tickets in Halo (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching). |
| Set Team to the Agents Default | Checkbox | When checked the ticket will be assigned to the default team of the assigned agent upon completing the Action. This setting is only available when 'Default Agent' is set to *Agent Logging/Doing*. |
| Default Category | Single Select | The Category value chosen here will be set as a default when submitting this Action, even if the field is not visible on the Action itself. (This if often renamed) |
| Default Resolution Code | Single Select | |
| Default Category 3 | Single Select | The Category 3 value chosen here will be set as a default when submitting this Action, even if the field is not visible on the Action itself. (This if often renamed) |
| Default Category 4 | Single Select | The Category 4 value chosen here will be set as a default when submitting this Action, even if the field is not visible on the Action itself. (This if often renamed) |
| Charge Type | Single Select | Determines the default charge type to use for time added to this Action. This can be overridden by other charge type defaults, for more information see our guide here. |
| Charge Type will override Ticket default | Checkbox | When enabled, the charge type on the action, will override the "Default Charge Rate" field on the ticket. For more information on the hierarchy of charge type defaults see our guide here. |
| Priority (0 = No Change) | Integer | This will be the Priority applied to the Ticket when this action is submitted, even if a Priority isn't selected on the Action itself. Leaving this as 0 will not affect the Priority. |
| Default Hours | Time (hh:mm) | The time entered here will be the default Time Taken set on the Action. This can be overridden when actioning. |
| Default Non-Billable Hours | Time (hh:mm) | The time entered here will be the default Non-Billable set on the Action. This can be overridden when actioning. |
| Default Note | Rich Text | The content placed here will be saved as a Default Note on this Action. This can be overridden when actioning, but is usually utilised as a framework for entering important information. |
| Default Private Note | Rich Text | The content placed here will be saved as a Default Private Note on this Action. This can be overridden when actioning, but is usually utilised as a framework for entering important information. |
| Start/Use Timer | Checkbox | When checked, this Action will use the Timer functionality. This allows an automatic count of time spent on that action, and will automatically populate the Time Taken field. A small clock icon will appear next to that field, which when clicked, will toggle whether this timer determines the value of the field or not. (If not, a time can be manually entered). |
| Default Supplier | Single Select | The choice made here will determine whether or not this Action sets a Supplier against this Ticket. If this is to be, a default Supplier can be chosen here. |
| Default Primary Asset Status | Single Select | The choice made here will determine whether or not this Action sets a Primary Asset Status against this Ticket. If this is to be, a default Status can be chosen here. The primary asset of a ticket can be set by right clicking on an asset on the ticket and clicking on 'Make Primary' |
| Default Opportunities Closure Category | Single Select | The choice made here will determine whether or not this Action sets an Opportunities Closure Category against this Ticket. If this is to be, a default Category can be chosen here. |
| Default Appointment Type | Single Select | The choice made here will determine which Appointment Type this Action sets as default, should an appointment be booked with this Action. |
| Run AI Insights | Checkbox | When enabled, AI insights will be re-run when this action is used. For more information in AI insights check out AI Insights. |
| Send to Connected Halo Instance | Single Select | When enabled, this action will be sent to the linked ticket in a connected Halo instance. This is only applicable if you are using the Syncing Tickets Between Instances functionality. |
Show AI suggestions on context hints | Checkbox | When enabled, if any fields on the field list for this action, have an AI suggestion configured for the field, the suggested value will be available as a hint against the field. For more information on this functionality check out AI Suggestions. |
| Exclude From Dynamic Email Lists | Checkbox | When checked, this Action will ignore any email addresses saved via the Dynamic Email Lists functionality. If not, default To and CC recipients can be set below. |
| Default "To" from Ticket | Checkbox | When checked, the email "To:" field will be inherited from the Ticket's previous email. |
Default "Cc" from Ticket | Checkbox | When checked, the email "Cc:" field will be inherited from the Ticket's previous email. |
| Make "From" Address visible by default | Checkbox | When checked, the email "From" address will show when the action is used. |
| "To" address override | Free Text | Any emails entered in this field (for multiple, separate these with a comma) will be set as a default for the "To:" field. The dollar variable $-AGENTEMAILADDRESS can be used in this field to default the To address to the agent completing the action. |
| "Cc" address override | Free Text | Any emails entered in this field (for multiple, separate these with a comma) will be set as a default for the "Cc:" field. The dollar variable $-AGENTEMAILADDRESS can be used in this field to default the Cc address to the agent completing the action. |
| "Bcc" address override | Free Text | Any emails entered in this field (for multiple, separate these with a comma) will be set as a default for the "Bcc:" field. The dollar variable $-AGENTEMAILADDRESS can be used in this field to default the Bcc address to the agent completing the action. |
| Cc/Bcc all followers | Single Select | The selection here dictates where, if at all, Followers' email addresses will populate by default on this Action. This can be overridden upon actioning. |
| From Address | Single Select | This selection will be used as the default mailbox from which any emails sent from this Action originate. This can be overridden when actioning. The options will be limited to any mailboxes with Outgoing settings configured. |
| Default Ticket attachment scope for outgoing emails | Single Select | This setting replaces "Include all attachments from a ticket in the email by default". Here, you can choose if any attachments on the associated Ticket will be attached by default to emails sent with this Action. You can choose between:
|
| Include User emails in Intellisense | Single Select | When enabled, Halo will predict email addresses as you are populating the email To/CC. When disabled, all email addresses must be manually typed. Intellisense must be enabled in Configuration > Email > General Settings for it to show at action level. When enabled, Intellisense (auto-fill) will be populated with User email addresses, so that you can quickly input any recipient fields correctly. From v2.253+, you can drag and drop these email addresses between the To, CC, and BCC address fields. |
| Include Supplier emails in Intellisense | Single Select | When enabled, Halo will predict email addresses as you are populating the email To/CC. When disabled, all email addresses must be manually typed. Intellisense must be enabled in Configuration > Email for it to show at action level. When enabled, Intellisense (auto-fill) will be populated with Supplier email addresses, so that you can quickly input any recipient fields correctly. |
Field List
Any fields associated with Tickets can be added to this list, and will be available in some way or another when logging this Action. Their visibility and requirements are configurable on a per-field basis:
| Field | Type | Description |
| Agent Action Visibility | Single Select | The selection here will dictate the behaviour of this field when the Action is being made by an Agent via the Agent application. The field will always be visible, however you can choose it's requirements, whether that be to be compulsory through to read-only. |
| End-User Action Visibility | Single Select | The selection here will dictate the behaviour of this field when the Action is being made by an User via the Self-Service Portal. You can choose it's visibility and requirements, whether that be to be compulsory through to read-only. |
| Dynamic Field Visibility | List | Here, other fields can be added as requirements for this field to appear on this Action. Conditions surround the field in question's value, and include "Not Empty", "Empty", or "Equals". Only one of these requirements needs to be met for the field to be made visible. |
| Default Charge Type | Field | When you set a "default charge type" by adding it as a field to the field list of a ticket type, and you add the same "default charge type" field to the action. Then when you create the ticket and set the default charge type from the creation screen, any action that has this field on its field list, will inherit the default charge type set at the ticket type level. NB: You can change the charge type, the default is just what populates by default when you trigger the action. |