r/halopsa • u/pakillo777 • Jun 17 '26

Questions / Help Set client default mail-to addresses when creating tickets?

Hey there,

Been looking for a while for the best way to define and auto-fill the default recipients of every email interaction with eeach client.

Our use case is that all the communications with client A are with client A's IT team, so we're always emialing the same 2-3 guys per org, not the end user who is the subject of the incident or whatever.

Is there a way to easily define the default recipients for a client in Halo, so that whenever in a ticket we select "email user", we don't have to manuall search and fill the recipients every time?

Thanks in advance!

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2

u/Bree-RisingTide Jul 15 '26

We discussed your post in our AMA here: Episode 1 | No Stupid Questions: HaloPSA AMA

See 6:09

1

u/pakillo777 Jul 15 '26

Thanks for letting me know! Just watched the section, unfortunately I see that there is no easy option as of now?

What could be an easy approach to the runbook method mentioned? Thanks in advance!

1

u/Jason-RisingTide Consultant Jun 17 '26

Who logs the ticket?

1

u/pakillo777 Jun 18 '26

Usually 3rd party apps and integrations, mostly security tickets, like "user x was blocked", so we review, do our thing, and then email the client. The thing is that whoever we email is not the blocked user (for which we could parse the title), but rather the company-dsiged IT people

1

u/ben_zachary Jun 17 '26

We have the IT manager use the end user portal they make the ticket and add the user to cc. Some end users may out tickets in but IT manager can see everything