HaloPSA: mailboxes, email rules and fixing email processing

Skills you'll practise

• Configure a mailbox's ticket type, site matching and unmatched-sender behaviour for a given situation
• Explain how replies are matched to tickets by the ID tag, and avoid breaking it when the tag changes
• Order and scope email rules so the right rule matches first, and spot a rule that matches every email
• Use and check agent email hashtags and forwarded-email settings
• Find and re-process failed emails and diagnose ticket rules that undo themselves

Course outline

1. 1.HaloPSA: mailboxes and email rulesVideo · 2 min
2. 2.Mailboxes and how replies find their ticketLesson · 18 min
3. 3.Email rules, forwards and hashtagsLesson · 19 min
4. 4.When processing fails, and rules that fightLesson · 18 min
5. 5.HaloPSA: mailboxes, email rules and fixing email processing: knowledge checkKnowledge check · 17 questions
6. 6.Final exam9 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• Halo guides: Mailbox Setup (ticket type for new tickets, site matching, unmatched senders, webhook vs scan, cut-off date, deleted items)
• Halo guides: Email Rules (sequence, matching, Ignore, Help Request, Alert via Email, Check Ticket Details, visibility)
• Halo guides: Email Configuration (High Level) (email start tag, message groups, mailbox overrides)
• Halo guides: Email General Settings (ID tags, body search, In-Reply-To matching, prefixes, subject character limit)
• Halo guides: Forwarded Emails and Email Updates
• Halo guides: Email Hashtags (#A, #C, #P, #T, #F)
• Halo guides: Automatic Ticket Updates via Email (Check Ticket Details rule)
• Halo guides: Agent Notifications for Errors in the Halo Integrator/Email Processing
• Halo guides: Ticket Rules (new/existing/manual rules, precedence, criteria groups, re-evaluation on the New Ticket screen)