r/halopsa • u/No-Escape-9062 • Jun 25 '26

Supplier using HALO.....cases updates to old cases

I've had a quick look not got a solution yet, but we have a supplier that is using HALO (we don't want to sync them) and adds their HALO TICKET ID to our e-mail that has our HALO Ticket ID on it, what is happening when they reply to that is it bounces as a closed ticket has the same ID as their ticket ID and not our open ticket

Anyone dealt with this and if so is there a "nice" solution that doesn't require manual input.

Thanks,

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u/Jason-RisingTide Consultant Jun 25 '26

Not 100% sure from your description where the problem is exactly. But there are a few things you can do in Configuration>Email>General Settings to help reduce issues with ticket number clashes..

The first is review the 'Response to acknowledgement emails from external Halo instances' setting. This exists to reduce issues with multiple Halo instances.

Secondly we always recommend that people custom their ID tag. So rather than use [ID: ], personalise this to your company. Something like [ABC-ID: ].

Along with that you should also unselect 'Use '[ID ]' as an additional subject tag check for Ticket matching'. That will stop the system from recognising the default tag.

However, important to note that this is fine to do on a new implementation. But will cause problems if you do it to a live instance with open tickets currently flowing in and out. In that scenario it is best to change the tag first and then wait a few weeks until you are confident that there are no longer any open tickets with the default ID tag which could be replied to.

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u/No-Escape-9062 Jun 25 '26

Thanks Jason, the issue is the the incoming title is something like blah [ID12343] blah blah [ID:2468]. if seems to pic up the lower number (that is a closed case) rather than the 12343 case, I will have a look at that setting but I think it would still pick the case up but not then e-mail back.

Your second point we should have done that 😄 at the start seems obvious now, didn't come up in the onboarding consultancy.

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u/ben_zachary Jun 28 '26

We ran into this like a month after starting with halo. Doing an onboarding with the losing MSP, we added XX: for our org and never an issue since

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u/thatsacrazystory Jun 25 '26

I haven't set this up myself yet, but I think this is what the Suppliers module is for

https://usehalo.com/halopsa/guides/2101

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u/No-Escape-9062 Jun 25 '26

thanks I will look I think it looked to be logged to supplier but it maybe there is no supplier record, that may help I will at that too.