<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><p><strong>In this guide we will cover:</strong></p><p><strong>- How to change the Email start tag</strong></p><p><strong>- Message Groups</strong></p><p><strong>- Mailbox Overrides</strong></p><p><strong>- Email Signatures </strong></p><p><br></p><p><br></p><p><strong>Associated Configuration setting guide:</strong></p><ul><li><strong><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1454/" id="isPasted" target="_blank" rel="noopener noreferrer">Email (General Settings)</a></strong></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Email Start Tag</span></strong></p><p>When you begin using Halo, you will notice that within Configuration > Email > General Settings, there is an option to edit the start tag of emails, this refers to the tag given to the ticket ID. By default the tag will be [ID:{YOURTICKETSID}].From v2.240+, additional start and end email tags can also be configured. These tags are used as a fallback when changing the global email tag format. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU1ZWZkOTIxLTI1NjUtNGZiZi1iMmMwLTI4MTkyZTI3MTNiYSJ9.EqrwvgCoM_pNThpNNbhnYFDHXFqrx2KyDOTczmDocO0" class="fr-fic fr-fil fr-dib" width="826" height="86"><strong><span style="font-size: 10pt;">Fig 1. Edit email start tag</span></strong></p><p><br></p><p>This can be changed to be something more unique to your system i.e. [MSP:{YOURTICKETSID}], this will mean that when tickets come into your system the tag is different. The tag is automatically prepended onto email subjects:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0NzU1OTIxLWM2NmEtNDJlZS1hMTQ4LTBlNGQyM2FhZGNiYiJ9.87kXK_uAvzikkbZb5QkFj_CrPvgW1DfRELOc8LX6jjs" class="fr-fic fr-fil fr-dib" width="912" height="164"></p><p><strong><span style="font-size: 10pt;">Fig 2. Custom tag</span></strong></p><p><br></p><p>If you are making a change from [ID: ] to [{NEWTAG}: ], you will want to enable the following setting within Configuration > Email > General Settings, this will mean that any current tickets in the system where the customer has the ID tag in the email chain, will still be caught by the system as it will check to see if there are subjects that lead with the format [ID: {TICKET ID}].</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwNTZmYzJkLTBjOTctNDhlNC1hZmVkLWU3NDE0NmEwNjkyYyJ9.fBKGIORe_6e2JfurBNGv6T5tIngYWKhvMecLuD5pdh8" class="fr-fic fr-fil fr-dib" width="435" height="43"></p><p><strong><span style="font-size: 10pt;">Fig 3. Use '[ID ]' as an additional subject tag check for Ticket matching setting</span></strong></p><p><br></p><p>After making the change to the email start tag, it is not recommended to change it ever again, as this can cause complications for the email processing and matching.</p><p><br></p><p><strong><span style="font-size: 14pt;">Message Groups</span></strong></p><p>Email Templates can be grouped into Message groups. New Message Groups can be created via heading to Configuration>Email>Message Groups and clicking 'New'. Once you have created a new message group. New email templates will be automatically created and assigned to this group. This then allows you to tweak your email templates <em>per group</em><strong> </strong>and apply to the relevant mailbox or team to make use of.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIzMWRmMzYxLWY4MDUtNDRhMC1hYTRlLTI2ZWY5ZjZhNGUzNSJ9.EqyGECZrzuQ24tAL9WAoYqgy2UkArn1h4wC1s8xIzR0" class="fr-fic fr-fil fr-dib" width="1618" height="212"></p><p><strong><span style="font-size: 10pt;">Fig 6. Creating a new message group</span></strong></p><p><br></p><p>After creating a new email template you can configure the standard templates specifically for the new message group</p><p>Now when I go to email templates, I can decide what message group I am altering.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0ODhlMmQ5LTQwYWQtNGFiNi04NjdkLTVmODdkMjc3N2ExZSJ9.C43sy2AQMMhyux4QJG_HVPSgIa_L_m4vLtvBb_BDkGY" class="fr-fic fr-fil fr-dib" width="1623" height="440"></p><p><strong><span style="font-size: 10pt;">Fig 7. Changing the email templates depending on message group</span></strong></p><p><br></p><p><strong>The precedence of message groups is as follows (in which the client message group overrides all others):</strong></p><ol><li>Client</li><li>Team</li><li>Department</li><li>Mailbox</li><li>Organisation</li></ol><p>So the system will check if there is a message group at client level, if not there then it will check if it is set at team level, and so on down the above list. So i.e. if it is set at team level, then the system will have already checked to make sure it is not set at client level, as if it was set at client level, that message group would be used instead.</p><p><br></p><p><strong><span style="font-size: 14pt;">Mailbox Overrides</span></strong></p><p>By default the outgoing mailbox will use the outgoing options set on the mailbox, smtp can be used, but there is no need to if you are using the Azure mailbox. Alternatively you can change the outgoing email default global setting(changes it for all clients) in Configuration > Email.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3ZjlhZjgzLTViZGMtNDZhOS04MjI0LTY0NjQ5MWZlNzJhMCJ9.UROktQ7wqA2IPznQaNQ77N0W22uePBff5dg_FSOYEGU" class="fr-fic fr-fil fr-dib" width="885" height="240"><strong><span style="font-size: 10pt;">Fig 8. Outgoing email defaults</span></strong></p><p><br></p><p>Changing the outgoing default here will change this for all clients, however, an override can be set on multiple levels. </p><p><strong>The hierarchy is as follows (in which action mailbox will override all others): </strong></p><ol><li><span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;" id="isPasted">Action</span></li><li>Customer</li><li>Top Level</li><li>Ticket type</li><li> Team</li><li> Department </li><li>Global</li></ol><p>Action override is set against the action under the defaults tab. Ticket type override is set against the ticket type under the defaults tab. Team override is set against the team setup page under the details tab. </p><p><br></p><p>To override the outgoing mailbox used users under a customers under a particular Top level, head to customers module > Top level > select a top level. Here, under the overview tab you can use the 'Mailbox override' field to choose which mailbox is used.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwNWU4YjM2LWNiZWYtNDZiMC1hYmM5LWZmMzU0NzRkMzExNiJ9.6kxqsW1lpZRlm5Gx3lwZTxLBO65h2xyJd41oqaTOUJk" class="fr-fic fr-fil fr-dib" width="1621" height="774"></p><p><strong><span style="font-size: 10pt;">Fig 9. Top level mailbox override</span></strong></p><p><br></p><p>To override the outgoing mailbox used for users under a particular customer, head to customers module > customers > select a customer > settings tab > email defaults section. Here, you can use the 'Mailbox override' field to choose which mailbox is used.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxNDE0YjY0LTQzOTAtNDk2Zi05NGY1LWJhNDMxNmVlMmQwNyJ9.GQSIwlh95gN2nqMiLTvy490dixW5Er3oVx0sFET7ojs" class="fr-fic fr-fil fr-dib" width="1131" height="603"></p><p><strong><span style="font-size: 10pt;">Fig 10. Customer mailbox override</span></strong></p><p><br></p><p>To override the outgoing mailbox used for a particular department head to configuration > organisations > select an organisation > departments tab > edit a department, see 'Mailbox Override' field. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjYzc0MDJlLTZlNDgtNDE4OC1hNWVkLWE2YzcxMDQ3M2VkOSJ9.nf0JCu7oCQTgu4bL2pT6gaYQPmAAR9pljHB7xt4jhBI" class="fr-fic fr-fil fr-dib" width="952" height="721"></p><p><strong><span style="font-size: 10pt;">Fig 11. Department mailbox override</span></strong></p><p><br></p><p><em><strong>Note: </strong></em><strong><em>Deleting a mailbox record will also clear mailbox overrides for Clients and Departments where the mailbox is in use. These will then fall back to the default mailbox set at the email level within the "Outgoing Email Defaults" button.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Email Signatures</span></strong></p><p><span style="font-size: 11pt;">There are configuration options at client, mailbox and agent level for setting signatures.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwNmYzYzM2LThmMzgtNGZhMi1hZmExLTU2OTkxNzc3YTMyYSJ9.iyUrrGSMnQxH7eZci5FBGtg6D4MtFTKnEyXxqT7YalM" class="fr-fic fr-fil fr-dib" width="1127" height="384"></p><p><strong><span style="font-size: 10pt;">Fig 12. Email Signature Override at Client Level</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwZmYyOTM2LTA4ODMtNGZmNC1iNzdhLTUwOWU0OTMyMTU4ZiJ9.rDwCC_M978woDGuycZl7r0E0Xt9KP5j2sZ1ngGN6D14" class="fr-fic fr-fil fr-dib" width="1079" height="445"></p><p><strong><span style="font-size: 10pt;">Fig 13. Email Signature at Agent Level(Can be accessed from the agent icon on the top right of the screen, in the "My account" link </span></strong></p><p><br></p><p>You can use the variable $-AGENTPRONOUNS in an email signature which will populate with the pronouns of the Agent set in their Agent details. </p><p><br></p><p><span style="font-size: 11pt;">In order to apply the signature to an email template is to use the $-SIGNATURE variable in order for the signature to populate on emails. Signature Hierarchy is configured in the code so that the client level signature will be checked first, if that isn't populated then the mailbox signature will be checked, if not that then the agent, and finally if there is nothing, then the variable will not populate on the email. </span></p><p><span style="font-size: 11pt;"><strong>The hierarchy for signatures is as follows (in which client signatures overrides all else):</strong></span></p><ol><li>Client level</li><li>Mailbox Agent Signature(A table configured via the incoming tab of a mailbox)</li><li>Agent signature(Set on the preferences tab of an agent)</li><li>Nothing</li></ol>
