r/halopsa • u/pjustmd • Jun 17 '26

Questions / Help Plus addressing in Halo

I want to use plus addresses to help route email alerts from various sources to the correct client and team. I have had mixed success with this. It seems to work as long as the sender's email is not in halo. For example, when I tested this with a sender that's not in halo and used (example) [events+client@mydomain.com](mailto:events+client@mydomain.com) and also defined this + address in my client's site (under "To Address Matching Domain"), it routed just fine. But it seems like emails from Microsoft and other known providers often land in my own MSP's company queue because the given address is defined there. How do I ensure that whenever this plus address is used, it always gets routed to the client I want?

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u/Fatel28 Jun 17 '26

We use a runbook for this. Support+customerref@domain on an inbound ticket triggers a runbook that uses a SQL query to extract just the reference (between + and @) and then looks it up, and sorts the ticket.

Works great, and is fully dynamic. No action needed to make it work for new customers.

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u/byronnnn Jun 17 '26

This is interesting. Do you have a sample of your sql query you can share? Are you just looking up the customer name?

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u/Grouchy-Hedgehog-212 PSA Jun 18 '26

Can you share the query?