Email Configuration
9 guides
Additional Email Settings
This article describes various additional email settings for an email management system. Key settings include making agents followers of tickets they forward via email, hiding agent email updates from end users, preventing new ticket creation via email without predefined rules, and ensuring emails update tickets only if sent to the appropriate mailbox. Other settings include marking emails from different domains as private, restricting email acknowledgments to site domain addresses, preventing auto replies from altering ticket status, enabling standalone email sending, and using dynamic email lists. Options to suppress auto-responses and configure outgoing email defaults are also discussed.
Agent Notifications for Errors in the Halo Integrator/Email Processing
Automatic Ticket Updates via Email
This article provides a guide on setting up automatic ticket updates via email. It explains the benefits, such as providing quick updates to account managers without accessing the self-service portal. The setup process involves enabling the feature in the email settings, creating a customizable email template with specific ticket information, and configuring an email rule to trigger these updates. The summary also highlights the importance of user access permissions to ensure only authorized users receive these updates, accompanied by guidelines on managing agent permissions for ticket information access.
Bulk Sending Emails
The article provides guidance on sending bulk emails through different methods: using user lists, services, and ticket actions. It explains that previous methods involving direct user lists have been replaced by distribution lists or segments for efficiency. When sending bulk emails related to monitored services, users can utilize the subscriber list from the service catalog. For actions related to tickets, emails can be sent using email templates and distribution lists using ticket actions. The article details configuration settings and steps to set up email templates, default segments, and actions for streamlined bulk email communication.
Email Configuration (High Level)
This article provides a high-level overview of email configuration within a system called Halo. It covers how to modify the email start tag for ticket identification, manage message groups and email templates, set mailbox overrides for controlling outgoing email settings, and configure email signatures. The guide emphasizes the importance of setting unique identifiers for emails and outlines the hierarchical structure for both mailbox overrides and email signature settings. Users are advised not to change email start tags frequently as it may disrupt email processing.
Email Templates
This article provides a guide on managing email templates, covering both system and custom templates. It explains how to edit existing templates, including the use of variables for dynamic information. The guide also discusses creating custom email templates not covered by default and how message groups can be utilized to tailor email communications for specific user groups. Additionally, it offers insights into the hierarchy of message group settings, which determine the email template used when sending emails to ticket end-users.
Forwarded Emails and Email Updates
The article explains the setting 'Treat Forwarded Emails from Agents as End-User Emails' found under Email General Settings. When enabled, it ensures emails forwarded by agents from end users appear as original emails and trigger any related automations. If agents forward emails not from the end user's address, they are still treated as forwarded emails. An additional setting allows forwarded emails to update both child and parent tickets, facilitating seamless communication and workflow automation when agents interact with end-user communications.
Segments (Distribution Lists)
This knowledge base article provides a comprehensive guide on using Segments, also known as Distribution Lists, in Halo products. It details the steps for enabling and configuring distribution lists, including permissions, creating lists, adding members, setting mailboxes, viewing past communications, and bulk user management. The article also covers dynamic lists and their configuration, as well as the use of email templates and importing users. It emphasizes the importance of access levels for agents and administrators when managing these distribution lists.
Suppliers
The article provides a detailed guide on managing suppliers in Halo, including enabling the supplier module, adding new suppliers, and configuring supplier details such as contact information, email settings, and templates. It covers associating suppliers with items, contracts, and assets, and logging issues with suppliers. The guide also explains using the API for supplier communication and setting up agreements, user contacts, and bills. Configuration options for column profiles, list views, and purchase order restrictions are also highlighted.