Email Setup
11 guides
Adding a Mailbox Without The Use of Azure or Google
The article provides a guide for setting up a mailbox in Halo Service Desk without using Azure or Google services. It includes steps for configuring both incoming and outgoing email settings, focusing on using IMAP for Gmail. Important considerations include starting with an empty mailbox to avoid converting all existing emails into tickets. Detailed instructions cover how to configure server addresses, ports, and security protocols, as well as customizing settings for different teams or departments. Finally, the article discusses email signature overrides and saving the configuration.
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
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Disallowing New Tickets via Email
The article explains how to disable the creation of new tickets via email. It provides steps for applying this setting globally and per individual mailbox. Globally, the option to disallow new tickets via email can be set in Configuration > Email > General Settings. An email template can be configured to inform users to use the Self-Service Portal instead. Additionally, users with stopped accounts can be prevented from logging new tickets via email. For specific mailboxes, this setting can be managed in Configuration > Email > Mailbox Setup, overriding the global setting if needed.
Forwarding an Action
Google Mail Using SMTP error- The SMTP server requires a secure connection or the client was not authenticated.
The article addresses an error with Gmail SMTP when a secure connection or authentication is not established. To resolve it, users should allow less secure apps in their Google account security settings and then retest the mailbox.
Office 365/Azure Mailbox Setup
This guide details the setup of Office 365/Azure mailboxes for processing emails into the Halo system. It covers pre-requisites, supported mailboxes, initial setup, authentication and credential types, and processing methods. Instructions include configuring an Azure application, creating credentials, and connecting to the mailbox. It also explains the use of different email processing methods, such as Mailbox Scan or Webhooks. The guide provides troubleshooting tips for common errors and advice on handling email logs and imports.
Setting Up Message Approval for Outlook
Translating Email Templates
This article explains how to configure and translate email templates in a multi-language environment. To use this feature, enable the 'Allow multi-language email templates' setting. You can create custom email variables that can be translated into various languages configured in the system. Emails are sent in the language determined by the recipient's settings, with fallbacks to site-level or global settings if unspecified. Special conditions apply to 'Email Agent' actions and opportunity tickets.
Variables in Email Templates