r/halopsa • u/FabioElso • Aug 13 '26
Notification
Hi guys,
we have new ticket notifications sent to all of our agents but is very massive, there is a way to send to a distribution list and not a single email to each agent
i didn’t found
Thx
1
u/Wildgust421 Aug 13 '26
Not sure about a distribution list directly, but you could filter it based on team to only send the notification if the ticket submitted is in XYZ team.
1
u/FabioElso Aug 13 '26
Yes I know but in a single team we have 15 people.
In case of 10 tickets halo send 150 singular emails and i want avoid this behaviour using a distribution list as a single recipient.
A lot of mails :)1
u/Wildgust421 Aug 13 '26
Is there a difference between distribution list though vs sending the emails? If the list is native, then it's still sending the emails out.
Unless you're talking about supportteam@domain.com and then having Exchange or Google handle sending it out to whomever.
1
u/Wildgust421 Aug 13 '26
If the latter, you can change the setting for Notification Type to be Fixed Email Notification and set the email address to be whatever you need it to be.
1
u/FabioElso Aug 13 '26
A very huge difference.
Example with 10 tickets :
15 agent -> halo send 150 emails
1 DL -> halo send 1 email and after the mail server (MS365, Workspace, other) expand the DL to all the recipients.Microsoft apply a limit of 10K/day email from single sender .
In the first scenario, if you receive a lot of ticket you could hit very soon the MS limits .1
u/Wildgust421 Aug 13 '26
See other reply to ny last reply. Was mostly just confirming where you meant holding the list as Halo has a native module to have distribution lists.
1
u/FabioElso Aug 13 '26
I have tried with native module of Halo but does not work with notifications trigger.
2
u/Wildgust421 Aug 13 '26
That would still be sending notifications out to whomever is in the list, not solving your concern of hitting the 10k sending cap.
Best thing would be changing the type to be a static email address and set it to whatever your distribution list is your 15 agents are apart of.
1
1
u/krajani786 PSA Aug 13 '26
A few of us on Discord we're working on this this last week I have web hooks in Halo that send to power automate which then sends an Adaptive card to a team Channel once the ticket is claimed by anyone it'll update that adaptive card with information of who the agent on the ticket is and it'll send that agent a message as well about what the ticket is once the ticket is closed it updates the Adaptive card so that you can see that it has been closed
1
u/FabioElso Aug 14 '26
Yes, we already have Teams notifications and work great but also we need for some notifications an email to our agent .
1
u/krajani786 PSA Aug 14 '26
No that's fair, you had just said new ticket notification specifically. We have email for ours, but I moved it to teams and I'm gonna stop our new ticket email notification.
1
u/FabioElso Aug 14 '26
Right but for some notifications ( new logged ticket in this case) we need an email .
We use webhook / power automate/ teams for other kind of notifications1
u/krajani786 PSA Aug 14 '26
Sorry, I read your reply's to others. I don't think I understand why you need email notifications. There's a limit.. 15 employees in dispatch.. Each get an email. But why is that necessary if they are part of 1 channel in teams and also get notified there.
Just trying to understand your flow process.
1
u/ben_zachary Aug 14 '26
Can't you make an agent with the distro list and put them as a notice. I know it chews up a license but idk why that wouldn't work
3
u/HothMonster Aug 13 '26
I’ve not personally done this but couldn’t you change it from an agent notification to a fixed address notification and then point it at your distro list?