Email Rules
2 guides
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.
Email Rules
The article provides a comprehensive guide on creating and managing email rules within the Halo platform. It covers how to establish new email rules, types of rules available, and how to configure them for specific outcomes, such as ignoring emails or creating help requests. Different criteria like email subject, body, or attachment name can be used for matching. The guide also details integration-specific rules and how to apply templates or manage service status alerts. Email visibility settings and configuration tracking are also discussed.