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</style><p><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><span style="font-size: 11pt;"><strong>- Bulk Email with the User List</strong></span></p><p><span style="font-size: 11pt;"><strong>- Bulk Email to Users subscribed to a Monitored Service</strong></span></p><p><strong><span style="font-size: 11pt;">- Bulk Email from an Action</span></strong></p><p><br></p><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><span style="font-size: 11pt;"><strong>Related Guides:</strong></span></p><ul><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2166/" target="_blank" rel="noopener noreferrer"><strong>Segments (Distribution Lists)</strong></a></span></li></ul><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Bulk Email with the User List - now </strong><a href="https://usehalo.com/haloitsm/guides/2166/" target="_blank" rel="noopener noreferrer"><strong>Customer Segments (Distribution Lists)</strong></a></span></p><p><span style="font-size: 11pt;">Previously you could use the user list to send a bulk email to each individual user that you checkbox on in the list, or you can Bcc all of the checked on users in the list, as displayed in the below screenshot.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwZTk4MWIzLWEwYjktNGZkOS1hOWQwLWY3YmYwZGYwNzlkNSJ9.e_GSVcfHBVUT2KtEsqWVmzPRuOPiUZjS0W0VF434SKQ" class="fr-fic fr-fil fr-dib" width="759" height="528"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Bulk Emails Sent from the User List.</strong></span></p><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><span style="font-size: 11pt;"><strong>This functionality is now deprecated, instead the distribution lists (segments) feature can be used to send bulk emails. For information on how to use this feature see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2166/" id="isPasted" target="_blank" rel="noopener noreferrer">here</a>.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Bulk Email to Users subscribed to a Monitored Service</strong></span></p><p><span style="font-size: 11pt;">If the communication is in regards to a monitored service you can send a bulk email to the subscriber list for the service. This is achieved via a service on the service catalogue section:</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You can set the service to be a monitored service.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3NzVhYzYyLWIzZWQtNDVkYS04YmY0LTBkZGZlNWNjYjY5NyJ9.QFMuUjp_Rr5I5d9U7PV5icYQ3JiqHDjdxyoIeJqtfIk" class="fr-fic fr-fil fr-dib" width="776" style="width: 776px; height: 321.563px;" height="321.563"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. Creating a Monitored Service.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You can then select the subscribers you want to email.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2MzIyOTI4LTdjMGQtNDZjNi1hMzM0LTJmNTUzMDQ0NjdkNiJ9.ATWO6gYyKOSXj_u_BWpOTF9TC5n4MS1JcHBe74Mxu_4" class="fr-fic fr-fil fr-dib" width="759" style="width: 759px; height: 308.249px;" height="308.249"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. Subscribers Table of the Service.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You can filter for an entire site, department etc.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzZGUxMzIzLWYzMTgtNGIyYi04NDUyLTYzNjI5OWRkNzI4MSJ9.Sq7qxxD7y80Z8GTZ6e8ocdYnFWNCv6kA91cm7YyTguE" class="fr-fic fr-fil fr-dib" width="710" style="width: 710px; height: 352.816px;" height="352.816"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. Subscription Options.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Then you can click the send email to all subscribers button and apply an email template of your choice.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA2OTY3YzMwLWE4ZDktNDVmMy1iZDQzLTVlYjhkMzRlNGE1ZCJ9.v62y4C42O3D3G6V2uIiLVGqg0qNf9bcU91uybwOo9mU" class="fr-fic fr-fil fr-dib" width="712" style="width: 712px; height: 336.3px;" height="336.3"></span></p><p><span style="font-size: 10pt;"><strong>Fig 5. Applying an Email Template to the email.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This is how we would do news letters etc on masse. You will need to ensure you have the event and service enabled for this to work, this can be enabled in Configuration > Advanced Settings.</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUwMmZlZDczLTA0NDAtNGRiZS1hMzVjLTZiMmQ5ODRlN2FmNiJ9.fMNjOdeYjWKDOFqv8oJCnpLMC3cMJuVtrAUpZ_BlEKA" class="fr-fic fr-fil fr-dib" width="738" height="403"></span></p><span style="font-size: 10pt;"><p><strong>Fig 6. Event service setting.</strong></p><p><br></p></span><p><span style="font-size: 11pt;">As the list of users being emailed can belong to different clients, the default from address for these bulk emails will use the outgoing option set from within Configuration > Email > General Settings > Outgoing Email Defaults.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyMTNjYjI3LWM0YWUtNDE2Yy05OTZiLWY3NTZlODlmMGQ1ZCJ9.fPBf668bSbjQrrVcvEeLRO8coX5rZeoxEoFhUWsInkU" class="fr-fic fr-fil fr-dib" width="320" height="90"></span></p><p><span style="font-size: 10pt;"><strong>Fig 7. Outgoing Email Defaults.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Bulk Email from an Action</strong></span></p><p><span style="font-size: 11pt;">If a communication is related to a ticket, such as a problem ticket, you can send a bulk communication out using an action on the ticket. </span></p><p><br></p><p><span style="font-size: 11pt;">The first option is to use an action on the ticket that is configured to send an email. When sending you can populate the 'Bcc' field with all the email addresses the communication needs to send to. The Bcc field character limit has been increased from previous versions to allow for this.</span></p><p><br></p><p><span style="font-size: 11pt;">There is also another method of doing this. There are two system uses for bulk emailing, "Bulk email primary Service subscribers" and "Bulk email distribution list", that can be used on an action.</span></p><p><br></p><p><span style="font-size: 11pt;">In Configuration > Tickets > Actions, create a new action or edit an existing one.</span></p><p><br></p><p><span style="font-size: 11pt;">In the "Details" tab, set the system use to one of the two bulk email options, here I am demonstrating the distribution list.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwN2YyOWUxLTY2NTQtNDM5YS04Mjc1LTIyZWQ2Y2ZmNGU5YSJ9.fkJ8Q6yqkAITpaOWjwA2mwnHPer_QcbRzfqp4QY03IA" class="fr-fic fr-fil fr-dib" width="195" height="136"></span></p><p><br></p><span style="font-size: 10pt;"><p><strong>Fig 8. Bulk email system use.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>In the "Defaults" tab, change "Send an Email" to "Yes".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiMjM5YzQ1LWRmMTItNDdmYy05Yzc3LWYzNDlhN2YwOTU3MiJ9.tbyhtk0UpFquf6eP98_u5BuSUYRTKbzvTCyBjrHyutI" class="fr-fic fr-fil fr-dib" width="255" height="301"></p><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 9. Send an Email toggle.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>Then set the email template you wish to use in the same tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1ZTViZWNhLWJmOGQtNDE5OS1iZmJiLTFjZWM1OWUwMTA5ZCJ9.tciVv-yRdrXQNE-GgYA6pYJCqXrv7pddva4WNzKoPYg" class="fr-fic fr-fil fr-dib" width="190" height="145"></p><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 10. Email template set.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>Scroll down some more, and you will see a dropdown called either "Default Segment" or "Default Distribution List" (depending on your system). Here, set the default list you are likely to use. This can still be changed on the action when sending off the email, but if you are likely to use the same one mostly, this will save time instead of manually selecting.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ5NzM0YzJiLTRlMmItNDQ3NC05Mjg4LTg3MDlhOTE2NGI5ZiJ9.uAEj-PlZn7XFhC7QTrlptsu0pgsGwHOmMlV4HHYrsPU" class="fr-fic fr-fil fr-dib" width="237" height="86"></p><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 11. Set a default distribution list or default segment.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>In the "Field List" tab, make sure you have the note and distribution list fields added.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkYWY4YWZlLWJmNTQtNDVkZS04ZGVhLTc4NmJmNWVjMjE2YiJ9.zG7o_Chrq_8VyhU4EuvzFnHk4O6eoVp47vVnP6KkCFc" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 318.573px;" height="319"></p><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 12. Field list of the action.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>Add the action to your ticket type/workflow you wish to use it on. Click the action button.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlODJlMDdlLTMyNDYtNDkzYi1iNTIwLWRkNDVlZTVhYzYxYyJ9.K3ETCgLSr_axVjwshO3PzFk56ha_2sn_H6ACPVwsgPw" width="992" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; 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-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; width: 994px; height: 485.795px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="486"></p><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 13. Action on a ticket.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>The email contents can then be entered into the note field. The distribution list you wish to use can then be selected in the dropdown field underneath. Upon sending, the email will be sent to both the end-user and the distribution list members.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMzYjE1MTIyLTlkNjItNGRkYi04YTE0LTNkNDZmNjljMzM2MyJ9.QNLVflnUF-dc2mhy5ZV03gUQ4Q1GwEQ8q8TlXOrGxEQ" width="989" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; 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-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; width: 991px; height: 486.124px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="486"></p><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 14. Setting the distribution list.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>Distribution list members can also then reply to the email which will update the ticket (as the summary on the email sent will match).</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhYTdlNTI5LTE3NDktNDBiZC04ZjFkLWVhYmU5YTE1YWJlNSJ9.bB23qTsW87-7MMSn81Kk-hBOxUIpXlnJH3AYTQJFlac" width="992" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; 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-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; width: 994px; height: 486.148px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="486"></p></span><span style="font-size: 10pt;"><p><strong>Fig 15. Distribution list member replying to the email.</strong></p></span><span style="font-size: 11pt;"><p><br></p></span><p><br></p></div>
