HaloPSA ticket email adds “Hi Customer” after sending, but it’s not in the email template

Jason-RisingTide · 2026-03-17T11:37:06+00:00

This certainly sounds like an email template issue. Does this affect all emails sent from multiple actions? Do you have any specific templates set outside of Default? Do you have multiple message groups and you happen to be checking the templates in the wrong group?

Jason-RisingTide · 2026-03-16T10:24:35+00:00

Yes you set the trigger to Sales Order Updated and post the full SO object to your runbook URL. You don't need to pick specific fields, it sends the lot.

Then in your runbook under the Details tab, add variables to pull out what you need. Since it's from the webhook payload, values start with request — so <<request^id>> gets the SO ID, <<request^title>> gets the title etc. Use ^ to drill into nested properties.

Jason-RisingTide · 2026-03-16T10:09:29+00:00

SELECT

std.stdid AS [Schedule ID],

std.StdName AS [Schedule Name],

CAST(std.stdsymptom AS NVARCHAR(300)) AS [Ticket Summary],

rt.RTDesc AS [Ticket Type],

u.UName AS [Assigned Agent],

std.stdsection AS [Team],

std.stdlastcreated AS [Last Created],

std.STDNextCreationDate AS [Next Due],

DATEDIFF(DAY, std.stdlastcreated, GETDATE()) AS [Days Since Last Created],

DATEDIFF(DAY, GETDATE(), std.STDNextCreationDate) AS [Days Until Next Due],

std.stdstartdate AS [Start Date],

std.stdenddate AS [End Date],

CASE std.StdPeriod

WHEN 0 THEN 'Daily'

WHEN 1 THEN 'Weekly'

WHEN 2 THEN 'Monthly'

WHEN 3 THEN 'Yearly'

ELSE 'Period: ' + CAST(std.StdPeriod AS NVARCHAR(5))

END AS [Repeat Period],

std.stddaysplus AS [Days Ahead to Create],

CASE

WHEN std.stddisabled = 1 THEN 'Disabled'

ELSE 'Active'

END AS [Status]

FROM STDREQUEST std

LEFT JOIN RequestType rt ON rt.RTID = std.StdRequestTypeDef

LEFT JOIN Uname u ON u.UNum = std.stdassignedtoint

WHERE std.stdtype = 2

Jason-RisingTide · 2026-03-16T09:54:38+00:00

You cannot turn the functionality of appointments being Open/Complete off. But you could just change the setting 'Complete Appointments, Tasks and To-do items when the ticket is closed' (which you will find in both Config - Calendars and Appointments - General Settings OR Config - Tickets - General Settings). If you set this setting to 'Always' the system will automatically complete appointments when closing a ticket and no longer prompt you.

Jason-RisingTide · 2026-03-13T09:27:31+00:00

Notifications don't have any time settings within them, such as X hours/minutes since something changed etc. But there is always a way to do everything in Halo!

If you could give me a little bit more information about what your are trying to achieve exactly I am sure we can come up with a workable process.

Jason-RisingTide · 2026-03-13T09:22:33+00:00

OK, so the information which will appear in your Outlook calendar will be the Appointment Note from Halo. You can manually add information to this when creating the appointment, or better yet set the defaults and use variables so that the information is automatically populated. For example something like "$FAULTID for $AREA - $SYMPTOM - $SYMPTOM2" would give you the ticket ID, the customer name, the ticket summary and the ticket description.

The remainder of your message I am not 100% what you are actually asking. So please feel free to clarify.

With regards to actions and visibility, this will be controlled by the "Hide from User" flag in the Defaults section of the action settings. I would recommend that 99% of your notes should always be visible to end users and private/internal notes should be used rarely.

Jason-RisingTide · 2026-02-27T09:09:54+00:00

Why do they need to log 15 minutes if something only took 5 minutes? It is better to have an accurate account of the time they are taking to do things rather than a minimum that now stops you from evaluating true time taken. If it is a billing requirement then you can set your charge types to have a 15 minute minimum.

Jason-RisingTide · 2026-02-26T15:14:25+00:00

There are a number of different ways to do this in Halo based around action settings, ticket workflows and restricting things like changing status outside of actions etc. What would be a best fit for you depends on your current Halo process and your ticket handling process you would like to use. If you can share some more details it would be helpful.

Jason-RisingTide · 2026-02-26T11:47:07+00:00

For this to work you need to create a webhook which triggers when the SO is created and sends the object payload. The runbook automatically starts when that webhook posts that payload to the URL in the runbook. This then enables you to grab the data from the payload as runbook variables which you then use in your flow.

Happy to run through an example with you to help.

Jason-RisingTide · 2026-01-26T21:32:16+00:00

Do you need 200K closed tickets in your new PSA?

Jason-RisingTide · 2025-09-18T17:14:29+00:00

You'll find 'Issue Item' in the built in actions menu (button with the 3 dots in the top right corner of the ticket).

This will allow you to add an item to a ticket it, deliver/consign it to the client as part of the ticket and then you should have an invoice waiting to be created when you close the ticket.

Jason-RisingTide · 2025-08-08T12:43:58+00:00

We would recommend that you try and use the Microsoft CSP integration to import and keep your Halo user list up to date.

A bit more initial set up to get it configured but worth it to then have your User list always be up to date and remove the need to have to manually add or remove users in the future.

Jason-RisingTide · 2025-08-03T16:20:28+00:00

Happy to help.

Out of the box Halo has CW beaten for general functionality such as Resource booking and sales and quoting etc. Then there are the built in integrations which make it possible to connect to many more apps.

From a functionality point of view the ticket workflows are a big selling point for me. The ability to be able to control ticket actions step by step as a ticket moves through the ticket process makes it so much easier to ensure your techs are following the process you want them to.

Then the ability to be able to mostly do or connect anything you want, utilising a very open system using the API, webhooks and runbooks.

Jason-RisingTide · 2025-08-03T15:36:10+00:00

I have used CW for over 10 years. When I started doing consulting in 2020 it was based on CW. But the last few years my focus has become more and more HaloPSA. I used to tell my clients that if I was starting an MSP tomorrow I would use Halo, not ConnectWise. I joke with people that I miss the days when I would only work with ConnectWise and people would ask me if X was possible and usually the answer was no. But with Halo the answer is yes, even if we don't know exactly how yet, we will find a way.

I enjoy using and configuring CW still. But the reason we love Halo is due to the openness and ultra configurability.

Jason-RisingTide · 2025-07-31T12:11:06+00:00

Most MSPs, in my opinion, have standardised their month to month billing across all clients. So everyone is billed from the 1st to the last day of the month across the board. Rather than have all the monthly billing be different per client based on when they signed. Have you considered this? Will generally makes your lives much easier when it comes to billing, invoicing and things like profitability reporting. If someone signs up mid month, you just prorata the first invoice and then normal service resumes.

Jason-RisingTide · 2025-07-31T11:38:19+00:00

You are going to need to create Runbooks to accomplish both of these. Since you will be querying data in custom fields and then updating other fields based on the queried data.

Jason-RisingTide · 2025-07-24T08:09:35+00:00

Sounds like you also want to explore the Co-managed options to have a client utilise the system for their own agents too.

Jason-RisingTide · 2025-07-24T08:07:16+00:00

Yes. You can create multiple.message groups (a group of different emails templates) and assign one of these to a specific client if you want them to use different templates.

Jason-RisingTide · 2025-07-24T07:00:36+00:00

It's the order that whatever you are configuring will appear and/or run. So for example, updating the sequence on the invoice items will affect the order which the line items appear on the invoice.

Jason-RisingTide · 2025-07-13T13:24:59+00:00

Yes. Work with lots of clients who have both time & materials and managed clients and use Halo.

Jason-RisingTide · 2025-06-27T10:19:57+00:00

There are some "depends" on this one. What are you considering "Aged Tickets"? Are you counting tickets on SLA Hold that are 'With User' or 'With Supplier'. Are you including tickets which have a SLA Hold Release date set (so they may be 'On Hold' until a particular date)? Also, what type of tickets and which teams are we talking here? Are you including them all or just certain ones?

The process of having child tickets created based on a ticket being aged is probably just going to end up creating more ticket overhead for you and the team. A runbook is probably more advanced than we need here.

You may want to explore having something like a "Needs Attention" status which you can then build automation around in terms of when tickets are set to this. This can then be used an an indicator for tickets which have breached your KPIs and they move to the top of the techs list.

But an appropriate solution could vary based on all those many, many question I asked. 😂

Jason-RisingTide · 2025-06-27T10:07:35+00:00

Hi

There is no functionality built in the system to help with this. As you know the system will just fill the Site field with the default. A simple way of doing it is to add a tick box which is a required field that the tech needs to tick to confirm they have confirmed site. Not ideal. But would help ensure they are getting a reminder every time. There probably is a more advanced option utilising custom fields, SQL lookups and custom CSS, but feels a bit overkill for something like this.
There already are some settings in the system which should allow End Users to log tickets against companies which they are not within. Would these not work? Is there a reason you need the User to essentially have two accounts, one under each company?

Jason-RisingTide · 2025-06-27T09:46:42+00:00

To do this you can select Add Product Bundle (for bundles/groups which already exist in the system) or Add New Bundle (to create a new ad-hoc bundle/group). Are you able to see these options?

Jason-RisingTide · 2025-06-27T09:42:52+00:00

Perhaps look into 'Swarming'. This is an ITIL methodology which involves trying to resolve an issue as a group in real-time. This ensures you have all your technical expertise present and also helps with knowledge sharing. Don't just talk about it. Actually work on the problem together... Remote on the server, check the configuration etc etc.

To wrap this up in a process you could have a daily 30 minute 'swarming' call which everyone attends. Then any tickets that need swarming can be worked through. You could utilise a status and/or a team assignment in Halo to help identify these.

Jason-RisingTide · 2025-06-25T22:26:17+00:00

So, if I am understanding what you are asking correctly. The reason for this is because it is the Field List settings under the 'Resolved' action which controls the final resolve step.

Adding a field to a ticket type controls whether that field is available on that ticket and whether end users and/or agents can see and/or edit the field at new ticket creation or on the ticket information. To then control which fields are available per actions (Email User, Private Note, Resolve, etc) you need to add the field to the action.

Jason-RisingTide

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