<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>-What can be branded in Halo? </strong></p><p><strong>- How to Brand Email Templates </strong></p><p><strong>- How to Brand the Self-service Portal</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What can be branded in Halo? </span></strong></p><p>User facing entities in Halo can be branded to, reflect the organisation or team that is providing the service to the user, or they can be branded in line with your customer's brand (applicable for PSA only). The user-facing entities that can be branded include the self-service portal and your email templates, the appearance of both of these entities can be customised to ensure they align with your brand. </p><p><br></p><p><strong><span style="font-size: 14pt;">How to Brand Email Templates </span></strong></p><p>Email templates can be customised under Configuration > Email > Email Templates, here you can select each template to edit it in line with your brand. </p><p><br></p><p>If you have multiple brands, each used in different circumstances, you will need to create message groups. A message group is a set of email templates that share the same branding, multiple message groups can be created to have a comprehensive set of email templates that cover all branding used in your instance. Each message group will then need to be assigned to an entity (such as a organisation, team, department, customer) to determine when this message group is used. </p><p><br></p><p>Message groups allow you to create multiple sets of email templates, each with unique branding. Allowing you to have different branding automatically applied to an email based on who the email is being sent from or to.</p><p><br></p><p><strong><span style="font-size: 12pt;">Creating message groups </span></strong></p><p>To create a message group head to Configuration > Email > Message Groups > New, give the group a name and save.</p><p> </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJjNmY5ZGUwLWI0NzctNDZjZS04MjY2LWI1ZTJhY2RiMmI3OCJ9.ZTJVaZWBrNGqu79nVjwJx8hnbxRMXs735jVa-GQ-NHk" class="fr-fic fr-fil fr-dib" width="871" style="width: 873px; height: 309.407px;" height="309"></p><p><strong><span style="font-size: 10pt;">Fig 1. New message group</span></strong></p><p><br></p><p>Once saved click 'View/Edit Email Templates'. Here, you will see all the system email templates have been duplicated from your 'standard messages' and this message group is now accessible from the 'Message group for' dropdown. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1NjY4YzNlLTZhODEtNDE0MC1iMzU2LTM3ZTY1ZjAzM2IzMSJ9.Es-SHPzwSNqPsqRCsNvX8SILvrSoLQl-FC45DggpGDA" class="fr-fic fr-fil fr-dib" width="1065" style="width: 1067px; height: 435.924px;" height="436"></p><p><strong><span style="font-size: 10pt;">Fig 2. Message group </span></strong></p><p><br></p><p>From here, you can edit each of the templates in this message group in line with the branding you would like to use. For example, if I would like these email templates to be used when emailing the customer 'Terry's Chocolates', edit each template to contain the branding for 'Terry's Chocolates'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU2ZDUxZjc5LTg2OGQtNDRjNy04ZWVhLWVlNjM1N2UxZjNhNCJ9.8BIL0M_VBAi-ejyuSttAL1U5WnG4mNoWn7WRV-u3j78" class="fr-fic fr-fil fr-dib" width="1003" style="width: 1005px; height: 737.215px;" height="737"></p><p><strong><span style="font-size: 10pt;">Fig 3. Email template edited with customer branding</span></strong></p><p><br></p><p><strong><em>Note: Every template will need to be edited individually (or at least the templates that you use). To see a breakdown of what each template is used for check out our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2408/" id="isPasted" target="_blank" rel="noopener noreferrer">Email Templates and their System Use</a>. </em></strong></p><p><br></p><p>Once the message group is created it will need to be assigned to an entity to determine when this message group is used. Message groups can be assigned to the following entities:</p><p id="isPasted">- End User of the ticket</p><p>- Site </p><p>- Customer </p><p>- Team assigned to ticket</p><p>- Department </p><p>- Mailbox</p><p>- Organisation</p><p><br></p><p>For example, to assign a message group to a customer head to customers (or organisations if you are in an ITSM instance) > select a customer > settings > override organisation details> Message Group, here choose the desired message group. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxN2FmNzAzLTAyNjMtNDgwMC05MmZiLThkYzEwOWExYWI2MCJ9.yP01jZ9meKym8chUc6TUYlQz7IwRSj_3egFSYeHMwow" class="fr-fic fr-fil fr-dib" width="1100" style="width: 1102px; height: 461.989px;" height="462"></p><p><strong><span style="font-size: 10pt;">Fig 4. Assign message group to customer</span></strong></p><p><br></p><p>Now, when I send an email against a ticket assigned to this customer, it will use this message group. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2MDgyODQ0LTM4NDgtNGI1ZC04ZmVjLTg5ZGViZTRkMjE5ZSJ9.a5H8NHSYVM0LkZZaSjVkViqhnCTXW64iVjF-g35x1UM" class="fr-fic fr-fil fr-dib" style="width: 890px; height: 576.69px;" width="888" height="577"></p><p><strong><span style="font-size: 10pt;">Fig 5. Email using branded message groups </span></strong></p><p><br></p><p>But when sending an email on a ticket assigned to a different customer, a different message group, and therefore email template will be used. </p><p><br></p><p>The entity you create message groups for and assign to will depend on the brands you have/use in your instance. For example, if you have different branding for each organisation working out of your instance you will need to create a message group for each organisation then assign each message group to their associated organisation.</p><p><br></p><p><strong><em>Note: The message group used will be determined by the hierarchy of the entity, for example, if a message group is assigned to both a department and a customer, the message group assigned to the customer will be used when sending emails to this customer. </em></strong></p><p><br></p><p>For a breakdown of the message group hierarchy and where to assign a message group to each entity see our guide on <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2383/" target="_blank" rel="noopener noreferrer"><strong>Message Group Overrides</strong></a>. </p><p><br></p><p><strong><span style="font-size: 14pt;">How to Brand the Self-service Portal</span></strong></p><p>Your self-service portal can be branded at three levels, globally, at the organisation level and the customer level. </p><p><br></p><p>Customer level branding allows you to have the appearance/branding of the portal to change based on the end user that is viewing the portal. Organisation level branding allows you to to have the appearance/branding of the portal change based on the portal the user logs in to, this is only applicable if you have multiple portals set up. </p><p><br></p><p><strong><span style="font-size: 12pt;">Global Portal Branding</span></strong></p><p>To set the default portal branding head to configuration > self service portal, here there are various settings to determine how the portal looks. </p><p><br></p><p>For information on the customisation options/settings check out our guide on <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1070/" target="_blank" rel="noopener noreferrer"><strong>Self-Service Portal Customisation</strong></a>. </p><p><br></p><p><strong><span style="font-size: 12pt;">Customer Level Branding</span></strong></p><p>Customer level branding allows you to have the appearance/branding of the portal to change based on the end user that is viewing the portal. This is useful as allows you to provide users with a portal in line with their branding, rather than yours, typically used by HaloPSA customers to provide your customer a more personalised customer experience. This has the additional benefit of not requiring any additional portals to be set up, you can have a single portal in which the branding changes dynamically based on who is viewing the portal. </p><p><br></p><p>To set customer level branding head to customers > select a customer > settings > override organisation details, here you can configure branding used specifically for this customer. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0ZDBiMzRhLWQ0M2ItNGJmNC05ZDQ1LWZmMjdjYzk0NTk2MSJ9.wDWs0snjPSVxBlT30z2Jz9u-1FWR4s_ZsW6EpfrW_xg" class="fr-fic fr-fil fr-dib" width="1113" style="width: 1115px; height: 721.471px;" height="721"></p><p><strong><span style="font-size: 10pt;">Fig 6. Customer level portal branding </span></strong></p><p><br></p><p><strong>Override Portal Title</strong> - When checked you will be able to enter a new title for the portal. This will be the name of the tab the portal is open in. </p><p><strong>Override Portal Colour</strong> - When checked you will be able to choose a new portal colour, this will be the colour used to the portal banner. </p><p><strong>Use Customer logo instead of Organisation logo </strong>- When checked, the logo set against the customer profile will be used rather than the organisation logo. </p><p><strong>Portal Logo Override</strong> - Here you can upload a different logo to be used. Allowing the portal logo for this customer to be different to both the customer and organisation logo. </p><p><strong>Portal home screen background image URL</strong>- Here, you can set the background image used for the home screen of the portal. </p><p><br></p><p><strong><span style="font-size: 12pt;">Organisation Level branding</span></strong></p><p>Organisation level branding allows you to to have the appearance/branding of the portal change based on the portal the user logs in to. If you have <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2330/" id="isPasted" target="_blank" rel="noopener noreferrer">Multi-Tenancy</a> enabled for your instance and a portal set up for each of your organisations, you can set each portal to be branded in line with the organisation it is for. This is useful when each of your organisations offer different services as it allows your users to access different portals based on the services they are requesting and have each portal branded in line with the organisation offering these services. </p><p><br></p><p>The first organisation in your instance will automatically be linked to your default (first) portal, this link cannot be changed so the default portal will always use the branding against your first organisation (if this organisation has portal branding set). If the organisation has no branding set the global portal configuration will be used instead. Your first organisation will be the organisation that appears at the top of your organisation list. Your first portal can be identified by head to configuration > self-service portal, here you can see the portal URL in the 'Web portal URL' field. </p><p><br></p><p>To configure organisation specific branding head to configuration > organisations > configure organisations > select an organisation, under the details tab are several settings to set portal branding for this organisation.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyZDM2OTcwLTg0ODMtNDdmNy04MGZhLTAwNmFjNTBlZDcwZSJ9.cz-KEC2RGDuCUIi_Swcg53SznFgBFyXJitiAVqRTeiY" class="fr-fic fr-fil fr-dib" width="1293" style="width: 1295px; height: 701.131px;" height="701"></p><p><strong><span style="font-size: 10pt;">Fig 7. Portal branding for organisation</span></strong></p><p><br></p><p id="isPasted"><strong>Portal Title</strong> - Here you can choose the title used for the portal linked to this organisation. The title is the name of the tab the portal is open in. </p><p><strong>Portal URL</strong> - Here, you will need to enter the URL of the portal associated to this organisation. This will be used to populate the variable $-HELPDESKURL when used in tickets/email templates for this organisation. This will NOT link this organisation to the portal. The first organisation in your instance will automatically be linked to the default/first portal so this field will be populated (and cannot be changed) based on the default portal URL. </p><p><strong>Portal Colour</strong> - Here you can choose a new portal colour, this will be the colour used to the portal banner. </p><p id="isPasted"><strong>Portal Logo</strong> - Here you can choose a new portal logo, this will override the logo used on the portal for the portal linked to this organisation. If unset, the organisation logo will be used. </p><p id="isPasted"><strong>Portal home screen background image URL</strong>- Here, you can set the background image used for the home screen of the portal. </p><p><br></p><p>Ensure you configure the branding for each of your organisations. </p><p><br></p><p>Now you have configured the branding used for this organisation you will need to link this organisation branding to the relevant portal. </p><p><br></p><p><strong><span style="font-size: 11pt;">Link organisation to Portal</span></strong></p><p>The first organisation will be linked to the first portal by default, but other organisations will need to be linked to additional portals. </p><p><br></p><p>To do this, head to Configuration > Integrations > Halo API > View Applications > select the application for your 2nd portal > Edit, here you can set which organisation's branding this portal uses. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkMmM1ZDNjLTZhMzQtNGJkZC04MDc3LWM4Nzk0NTQ0YjhlNiJ9.k4M36q9COIoWs9_DWrjWH7Pro949cBr7hHOIj8poG6g" class="fr-fic fr-fil fr-dib" width="938" style="width: 940px; height: 724.583px;" height="725"></p><p><strong><span style="font-size: 10pt;">Fig 8. Set organisation branding the portal uses</span></strong></p><p><br></p><p id="isPasted">Now whenever a user logs into this portal they will see the branding associated with the selected organisation, regardless of any organisation restrictions against the customer. </p><p><br></p><p><strong><em>Note: If portal branding is set against a customer this will override the organisation branding. Meaning when this customer logs into this portal they see their customer-specific branding, but all other customers that log into this same portal will see the organisation branding. </em></strong></p>
