<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>- Frequently asked questions about how emails are processed in Halo</strong></p><p><br></p><p><br></p><p>This guide will cover a list of frequently asked questions about how mailboxes work within Halo. If you have additional questions following reading the below, please contact support to assist you.</p><p><br></p><p><span style="font-size: 14pt;"><strong>How are emails processed by a mailbox integration?</strong></span></p><p>When a mailbox is connected to Halo, Halo will ingest the emails as a Ticket or a reply to a Ticket, followed by moving the email in the original mailbox to the "Deleted" folder. Anything in the "Inbox" section will be ingested. For this reason, mailboxes must be empty when first connected; otherwise a Ticket will be created for any email sat within the inbox.</p><p><br></p><p><strong><span style="font-size: 14pt;">What if we want to only send out emails, not receive them as Tickets?</span></strong></p><p>There are two areas in Halo where a mailbox can be configured to not create Tickets via email. <strong><em>Note: Users will still be able to reply to that email to the Ticket.</em></strong></p><p><br></p><p>The first is in Configuration > Email > General Settings. If the below is enabled, no mailbox will create Tickets when emailed into, and instead the User will receive an automatic email. The Email Template for this can be customised with the dropdown underneath it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkOWM3YTc3LWZjYTMtNGMzOS1iYWUzLTQyOWQ5NTQzZjU4ZSJ9.d_6qT87DZPfNHY4LUZp5USt4rwku24px72wkaDEJbhg" class="fr-fic fr-fil fr-dib" width="733" height="140"></p><p><strong><span style="font-size: 10pt;">Fig 1. Block emails from creating Tickets.</span></strong></p><p><br></p><p>The same setting can be configured per mailbox in Configuration > Email > Mailbox Setup > choose a mailbox > Incoming tab. This can be set to use the same Template as the global one, another Template, or not to send an email.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4YWUyNDQ2LWQ5NmMtNGI2Ny04MzhkLWRlNjVjZGM3MDcwMiJ9.pWuALyiWmGoHTjpoGYa-aejfp49eQLUuOXjQqX6uVgI" class="fr-fic fr-fil fr-dib" width="258" height="120"></p><p><strong><span style="font-size: 10pt;">Fig 2. Blocking emails per mailbox.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">How are emails linked to a Ticket?</span></strong></p><p>Emails are linked to Tickets via the subject of the email. This can be matched with Ticket IDs, subject of the email, and the email address that is replying.</p><p><br></p><p>It is recommended to have the below enabled in Configuration > Email > General Settings to match on Ticket IDs.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyNWFkODQ4LWNiYWYtNDY1Zi1hYjRhLTg0MDI1YzFlOTU2MiJ9.zafOsi6h6VgFfjQg5sxrZniQlkcfdOirrmTs3QouaFo" class="fr-fic fr-fil fr-dib" width="449" height="45"></p><p><strong><span style="font-size: 10pt;">Fig 3. ID matching enabled.</span></strong></p><p><br></p><p>The Ticket ID is placed between a start and end tag to signify to Halo that this is the Ticket ID, and not another number. The default display of tickets will have [ID: {TICKETID}] in the ticket summary.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1MDZhZTRhLTQwMGUtNGFlNS1iNDI5LWY0MWJiYjZkZGQ5MSJ9.-TyheqNOWjDQ2M2xOKHu5t_ru0e_lwWPM9dO78eh3xY" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 61.2679px;" height="61"></p><p><strong><span style="font-size: 10pt;">Fig 4. Email Tags.</span></strong></p><p><br></p><p>Inbound emails will update existing Tickets if an existing Halo Ticket ID is found between these Tags in the email subject. If no ID is found, a new Ticket will be created.</p><p><br></p><p>If the setting in <strong>Fig 3</strong> was disabled, the rest of the email subject could match regardless of the Ticket ID. If there were two Tickets with identical summaries but different IDs, emails would match onto one Ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmNzFkZGMwLTI5MzMtNGFjNy1iNDA3LWZjZmM0M2U5Y2RlMCJ9.d_fjwkgOeSycipmDyTA38lsUk5-cJYS085qs5F4oLrY" class="fr-fic fr-dii"><br></p><p><strong><span style="font-size: 10pt;">Fig 5. Example Ticket ID within the Tags.</span></strong></p><p><br></p><p>If the below is enabled and the ID cannot be found in the subject of the email, Halo will search the email body for the Tags.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkZjJkNGVmLTc3YzEtNDRjOC04ZTFiLTJkOGE5OWMzZWRhNCJ9.iTf5S5QqDk1ig0mNqQZ0TS51TuqdhPCvsLaNI4TlXKw" class="fr-fic fr-fil fr-dib" width="512" height="35"></p><p><strong><span style="font-size: 10pt;">Fig 6. Body matching.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">How are forwarded emails treated?</span></strong></p><p>Forwarded emails are added to Tickets as a standard User reply, and are identified by the "FW:" header.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllMDAzMWJhLTRlYTktNDBkYi05N2ZhLWM1MTA5NzE1N2ExMSJ9.XblKWogyavGDmcGqbAUENc-MOQtmv37RlhBPlbDxqlE" class="fr-fic fr-fil fr-dib" width="437" height="238"></p><p><strong><span style="font-size: 10pt;">Fig 7. Message forwarded into Halo.</span></strong></p><p><br></p><p id="isPasted">In Configuration > Email > General Settings, the below can be enabled. When checked, emails forwarded from agent addresses to your mailbox will ignore the forwarded email details and 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><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhODNlNjg4LWFjMWYtNDI2Mi04Nzg3LTMwYzUxNWFiZmQwZCJ9.EVlPZrCCKyFRocbKQSBWLtvxEvdi0WpFLxR1-wboFVU" class="fr-fic fr-fil fr-dib" width="402" height="36"></p><p><strong><span style="font-size: 10pt;">Fig 8. Enable Agent forwarding.</span></strong></p><p><br></p><p>The log will show the address being modified to the End-User's, instead of the Agent.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1NDFjMGZmLTQzMjMtNDZmMC1hNjQwLTcxNGE5NGFjMzU2YSJ9.c859hi_MsUPTHNzaQpnlijt9OBo3B36MKZQ1Nt_catg" class="fr-fic fr-fil fr-dib" width="778" height="18"></p><p><strong><span style="font-size: 10pt;">Fig 9. Agent forwarding logs.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">My email chain has created a duplicate Ticket. Why?</span></strong></p><p>Duplicate tickets will be created if an email does not match into the existing Ticket it is intended for.</p><p><br></p><p>If using email start and end tags in <strong>Fig 4</strong>, ensure both sides of the Tag are around the Ticket ID and no characters are missing.</p><p><br></p><p>If using subject matching, ensure the entire email subject is the same as the original Ticket with no additional and/or missing characters.</p><p><br></p><p>If using the below settings in Configuration > Email > General Settings, ensure the email address that replied to the Ticket is within the original ticket's email recipients. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkNGFmNjIxLWQ5ZDUtNGQ0Ni1iODg2LTc5YWNhNDA4MDMzMCJ9.PNlZh_nelvqFELtjPfPeeoLdh4gvCiBXzPwa5qpUFiM" class="fr-fic fr-fil fr-dib" width="1146" height="137"></p><p><strong><span style="font-size: 10pt;">Fig 10. Reply behaviour configuration.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Automatic replies keep reopening my Tickets. How do we stop this?</span></strong></p><p>By default, closed Tickets will re-open when a reply is matched to the Ticket via the methods previously mentioned (subject, ID tags, email address). Automatic replies such as OOO emails can be excluded from this through a few methods.</p><p><br></p><p>1) Per Ticket Type in Configuration > Tickets > Ticket Types > Settings tab, you can configure what emails on closed Tickets do. This can be set to reply with an email, which will keep the Ticket closed, or silently keep the ticket closed. If Closure Confirmation procedures are used, the same dropdown options can be set for that as well.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4MjBhZGQ1LTBkMWYtNDA0OS04ZmFjLTM4NjU1MmM1YmU3YSJ9.JahfNkL7QV40L3nhnaTmUipxgJhMWMjwMpeCebwJxSs" class="fr-fic fr-fil fr-dib" width="768" height="346"></p><p><strong><span style="font-size: 10pt;">Fig 11. Closed Ticket email options.</span></strong></p><p><br></p><p>2) In Configuration > Email > General Settings, the below settings are available. If any of these headers is detected when Halo ingests the email, the email will be ignored.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2NTFkOTI3LTE2OGMtNGJmMC05Y2NlLTI4ZDQ4YmFmM2ZlOSJ9._IxG9z-mSiJqCGoE3vLILYFG6eNPKJFiK8MVUr-9sMw" class="fr-fic fr-fil fr-dib" width="533" height="131"></p><p><strong><span style="font-size: 10pt;">Fig 12. Automatic reply settings.<br></span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">How do I stop looping when multiple support mailboxes are included in the email chain?</span></strong></p><p>In Configuration > Email > General Settings, "Dynamic Email Exclusions" can be set. These are a list of email addresses to exclude from new ticket emails or added to the email recipient list on the ticket. Any email addresses entered will be unable to email into your Halo, and each email must be added separately. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmNWJjYjQyLTYzYjUtNDNhNS1iM2UzLWMzYTkwNDVkMjM4OCJ9.fM56j3S6nGMDn4TZJhYjVotCvkrx8njmgX50B8Oph-g" class="fr-fic fr-fil fr-dib" width="562" height="143"></p><p><strong><span style="font-size: 10pt;">Fig 13. Email exclusions area.</span></strong></p><p><br></p><p>It is recommended to add your Halo mailbox emails in here as to mitigate a continuous email loop forming (if one of the mailboxes is sent an email from itself, this creates a back and forth acknowledgement response which will create many Tickets).</p><p><br></p><p>Other email addresses to add here would be any that have an acknowledgement email sent out, or any that have a bounce back response i.e. no reply mailboxes, other ticketing system mailboxes that you may have, etc.</p><p><br></p><p>Simply click the button in <strong>Fig 13</strong>, click "Add", and enter the email address as a lookup code.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1MThhNjcyLWU4ZDUtNGZkNS04OTU1LTUxYjQzOGYzZTNmYyJ9.2UtY5LEQiTqH5fw9gi6ieZ1BGUuYNGoNmkQGqQcHTbM" class="fr-fic fr-fil fr-dib" width="219" height="207"></p><p><strong><span style="font-size: 10pt;">Fig 14. Lookup code.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">How do I know what mailbox will be used to send an email?</span></strong></p><p>Halo follows an hierarchy override system, and different mailbox overrides can be set in various areas of the system.</p><p><br></p><p id="isPasted">The mailbox that will be used when sending an email to the End-User of a Ticket will be determined by the following hierarchy:</p><p><br></p><ul><li>Action</li><li>Customer (if ticket is raised manually)</li><li>Top Level</li><li>Ticket Type</li><li>Team</li><li>Department</li><li>Global</li></ul><p><br></p><p>A full guide on the hierarchy and where to find the setting on each entity can be found <a href="https://usehalo.com/haloitsm/guides/2463" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. </p>
