Incoming and Outgoing Emails

Acknowledgement Email Hierarchy

The article explains the hierarchy and settings for sending acknowledgment emails in Halo. It outlines the various locations and configurations where acknowledgment email rules can be set, such as email rules, user preferences, mailbox settings, ticket type defaults, and client settings. Key points include the conditions under which acknowledgment emails are sent or not, the impact of user settings, and additional considerations such as site domain name matching and email forwarding rules. The guide helps automate who receives acknowledgment emails when a ticket is logged.

Agent Notifications for Errors in the Halo Integrator/Email Processing

AI Acknowledgement Emails

Backend Services Monitoring

This article provides a comprehensive guide on Backend Services Monitoring using Halo. It explains how to monitor backend services such as automations, integration syncs, emails, and webhooks. The guide includes instructions to navigate the monitoring area, set log levels, manage background services, and conduct maintenance. It details various logs like task scheduler, incoming/outgoing emails, and events to troubleshoot issues. Additionally, it covers integration errors and monitoring events to help identify and resolve issues efficiently.

Cc and Bcc Email Configuration

Creating and Updating Tickets via Email

The article provides a detailed guide on creating and updating tickets via email in Halo. It explains how tickets are logged when an email is sent to a connected mailbox, the determination of ticket type based on mailbox settings, and user assignment based on the sender's email address. It also covers updating existing tickets by including the ticket ID within specific email tags and managing tags globally, per ticket type, and across sites. The document includes guidance on changing ticket status following updates and handling emails for closed tickets.

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.

Double Line Spacing On Emails In Outlook

Dynamically Updating Email Lists

This guide explains how to configure dynamic email lists in Halo. It allows the modification of email recipients during communication through 'Email User' actions in a ticket. Users can dynamically change the To or CC fields, enabling updates to email recipients based on previous correspondences or new inbound emails. To enable this, certain settings in the Halo configuration need to be activated. It also discusses restrictions on which email addresses can be added and how to manage email field editing permissions.

Email Hashtags

Email Threading

This article explains the concept of email threading, a feature that allows emails from Halo to be sent as part of an existing chain rather than creating a new one each time. It outlines the prerequisites such as using Office365/Azure mailboxes and having specific settings disabled to ensure successful implementation. From version 2.184 onward, users can exclude certain actions and emails from threads to manage visibility, particularly for internal and supplier communications. The guide also covers enabling threading, editing email templates for consistency, and configuring automatic actions. Supplier threads are automatically excluded from user threads from v2.184 onward.

Emailing Users

The article explains how to configure and use the Email User action in a ticketing system. It covers creating custom actions to email users, setting email templates, and using workflow automations. There are instructions for sending standalone emails and replying to specific user actions within tickets. The guide provides details on configuring settings such as email subject limits, embedding images, and marking emails as high importance. Additionally, it covers handling failed email sends and using variables in email templates. The article suggests best practices for managing user email communications efficiently.

Emails with New Ticket Hyperlinks

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.

Forwarding an Action

How to Deal with Out of Office Automatic Replies from customers

This guide explains how to handle out of office automatic replies from customers to ensure they do not affect ticket statuses. It covers how to disable the 'Accept Auto Replies' setting in the email configuration to filter out automatic replies. Additional settings allow customization for processing auto-submitted headers, preventing automatic replies from altering the status of tickets or releasing tickets from SLA hold. This includes recognition of specific email headers that indicate an auto-reply.

Log Retention

Mail Processing FAQs

This guide answers frequently asked questions about how emails are processed in Halo. When a mailbox is connected, emails are converted into Tickets or replies, and moved to the "Deleted" folder. To prevent emails from creating Tickets, settings can be adjusted at the global or mailbox level. Emails are linked to Tickets primarily via subject line Ticket IDs. Forwarded emails are treated like standard replies, and duplicate Tickets may occur if there are mismatches. Configurations can stop automatic replies from reopening Tickets, and email exclusion settings can prevent looping issues with multiple support mailboxes.