Message Group Overrides

In this guide we will cover:

• The Hierarchy used for message group overrides
• Supplier Message group
• Location of each message group override setting

Hierarchy used for Message Group overrides#

The message group that will be used when sending an email to the end user of a ticket in Halo will be determined by the following hierarchy, in which the message group set against the end user of the ticket will override all other mailbox override settings:

• End User of the ticket
• Site 
• Customer 
• Team assigned to ticket
• Department    
• Mailbox
• Organisation

Note: If the agent assigned to the ticket is in multiple departments the message group used will be taken from the department that the team assigned to the ticket is under.

Organisation message group is only used when no other message groups are set. 

Supplier Message Group#

When a message group is assigned to a supplier this message group will be used when completing any actions that have the following system use:

• Log to supplier
• Email supplier 

When using these action the supplier's message group will be used, overriding all other message group settings. 

Location of each message group override setting#

User#

Under customers > users > select a user > preferences tab > override organisation details 

Fig 1. User message group override

Site#

Under customers > sites > select a site> settings tab > override organisation details section

Fig 2. Site message group override

Customer#

Under customers > select a customer > settings tab > override organisation details section

Fig 3. Customer message group override

Team#

Under configuration > teams and agents > teams > select a team > details tab > settings section.

Fig 4. Team message group override

Department#

Under configuration > organisations > configure my organisation > departments tab > edit the page > edit a department.

Fig 5. Department message group override

Mailbox#

Under Configuration > Email > Mailbox Setup > select a mailbox > Outgoing > Settings section.

Fig 6. Mailbox message group override 

Organisation#

Under configuration > organisations > configure my organisation > details tab.

Fig 7. Organisation message group override