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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Treating Forwarded Emails from Agents as End-User Emails</strong></p><p><strong>- Forward incoming Emails to all recipients </strong></p><p data-pasted="true"><strong>- Treating Emails from Co-managed Agents as Users</strong></p><p><br></p><p><strong data-pasted="true"><span style="font-size: 14pt;">Treating Forwarded Emails from Agents as End-User Emails</span></strong></p><p>The setting "Treat Forwarded Emails from Agents as End-User Emails" can be found under Configuration > Email > General Settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2MjkzM2RmLWFjYjQtNDE3Yi05MzI2LTYyZGEwNDRiY2ZjMCJ9.FhRBXv4V-11Sp6ReD2a-Ws01wmCu4q3iUhu91wZIUGU" class="fr-fic fr-fil fr-dib" width="1163" style="width: 1165px; height: 604.005px;" height="604"></p><p><strong><span style="font-size: 10pt;">Fig 1. Treat Forwarded Emails from Agents as End-User Emails setting</span></strong></p><p><br></p><p>When enabled, emails forwarded from agent addresses to your mailbox(s) will ignore the forwarded email details & only consider the details of the original email, as if it was sent directly. So if the agent forwards an email from the end-user, the update on the ticket will only include the details the end-user added. </p><p><br></p><p>This allows agents to forward emails from end users without the email being treated as a 'forwarded' email. When the Agent forwards in an email the summary must begin with the prefix "FW:" in order for the email to be identified as a forwarded message. It is important not to add anything before this prefix in order for the message to be correctly identified and processed. </p><p><br></p><p>This only applies to agents forwarding an email from the end user of the ticket. If an agent forwards an email from an email address that is not the end user's this will still be treated as a forwarded email. Similarly if an non-agent forwards an email from the end user this will also be treated as a forwarded email. </p><p><br></p><p>When this is enabled an additional setting will appear, 'Allow forwarded emails from Agents to also update the parent Ticket'. When this setting is enabled, if an agent forwards an email from a user to a child ticket, the email update will also be added to the parent ticket. When disabled the update will only appear on the child ticket. </p><p><br></p><p>In the below example the end user 'Mario Monroe' has logged a ticket. Since logging they have emailed the agent directly rather than emailing into the mailbox associated with the ticket. The agent has forwarded the email to the ticket. In Figure 2 we can see the email will still keep the format of a forwarded email, but the action on the ticket will be 'User update'.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2OWY1NTkyLTI2NzUtNDNkZi04ZWMzLTE0YzJhYzNmZDU1YyJ9.-Rv8m9VwiHBX_HL0_f-oyXfzFERyR5YV5v7l8wQEsZQ" class="fr-fic fr-fil fr-dib" width="677" style="width: 679px; height: 480.283px;" height="480"></p><p><strong><span style="font-size: 10pt;">Fig 2. Forwarded email from agent appearing as end user update</span></strong></p><p><br></p><p><br></p><p>The example shown in Figure 3 shows how the forwarded email will appear on the ticket with the setting disabled. The email updates the ticket but the action is logged as an 'Email Update'.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhZDczYjQzLWM2ODktNDk4My04OThhLWQ5NTBiNzEyMTEyZSJ9.KRGi0zhCxBugq9Y4ouWIxvd6Za-AY1lsl_t7gGwqtuY" class="fr-fic fr-fil fr-dib" width="664" style="width: 666px; height: 481.402px;" height="481"></p><p><strong><span style="font-size: 10pt;">Fig 3. Forwarded email from agent appearing as email update<br></span></strong></p><p><br></p><p>This is useful when using automations that rely on end-user updates (such as workflow automations). With the setting disabled, if an agent forwards an email from the end user although this will update the ticket this will not be recognised as an 'end-user update' and so will not trigger an automation process. Having this enabled allows you to trigger automations based on an 'end-user' update even when the agent forwards an email from an end user.</p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Forward incoming Emails to all recipients </strong></span></p><p data-pasted="true">When "Forward incoming updates to all recipients" is checked in Configuration > Email > General Settings, this will send an Email containing any ticket updates to those currently in the Email Recipients list for that ticket. This can be viewed by hovering the three dots at the top right of a ticket view, and clicking "Edit Email Recipients". For more settings descriptions for emails, checkout the Configuration Settings guide on <a href="https://usehalo.com/haloitsm/guides/1454/" target="_blank" rel="noopener noreferrer">emails</a>.</p><p><br></p><p>In the Outgoing email section of Configuration > Email > General Settings you find the following option 'Forward Agent updates Via Email to End-Users'. This option will enable your agents to update end-users/tickets from their personal email. Combining these settings with a notification to update agents when their tickets are updated to enable your agents to work on tickets when accessing Halo is not possible. </p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Treating Emails from Co-managed Agents as Users</span></strong></p><p>When the setting "Emails from Co-managed Agents are treated as Users" is enabled in Configuration>Email>General Settings, if the agent has the "Co-Managed IT" setting enabled (found within Configuration > Teams & Agents > Agents, Client Restrictions Tab) and they aren't in the team that the ticket is assigned to, the system will treat the email as an end-user's. If this "Co-Managed IT" agent has forwarded on an email from another end-user, it will log the ticket as the other end-user. The benefit of this is that the Co-Managed IT agent can email in to update the ticket as an end-user update if needed.</p>
