Adding & Removing Contacts in Inbox (HaloPSA)
Adding & Removing Contacts in Inbox (HaloPSA)
Concept
Managing contacts between your Inbox and HaloPSA is a seamless process thanks to automatic, two-way syncing. Whether you are updating CC contacts (the Email Cc List) or changing the Primary Contact (the Ticket Owner), any adjustments made in Inbox will instantly reflect in HaloPSA, and vice versa.
Value
This bidirectional sync ensures that your communication records are always up-to-date across both platforms without the need for manual double-entry. It guarantees that the right stakeholders are kept in the loop on ticket correspondence, streamlining your workflow, preventing miscommunication, and saving your team valuable time.
How-To
Managing CC Contacts (Email Cc List)
CC contacts represent additional recipients who are copied on ticket correspondence. These stay in sync between Inbox and HaloPSA in both directions.
- Adding a CC Contact in Inbox: Click Add next to the Contacts section and select a contact. That person will automatically be added to the Email Cc List on the associated HaloPSA ticket.
- Adding a CC Contact in HaloPSA: Adding someone to the Email Cc List on a ticket will automatically add them as a contact on the corresponding Inbox thread.
- Removing a CC Contact in Inbox: Removing a contact from the thread will automatically remove them from the Email Cc List in HaloPSA.
- Removing a CC Contact in HaloPSA: Removing someone from the Email Cc List will automatically remove them as a contact in Inbox.
Managing the Primary Contact (Ticket Owner)
The primary contact is the main recipient of ticket correspondence. Changes to the primary contact are also synced between both platforms.
Note: Only one contact owner is supported at a time. When a new Contact Owner is set, all previous entries in the Email To List are cleared and replaced with the new contact.
- Changing the Primary Contact in Inbox: Changing the Contact Owner on a thread will update the Email To List in HaloPSA. The previous contact owner will be removed and replaced with the newly selected contact.
- Changing the Primary Contact in HaloPSA: Adding someone to the Email To List on a ticket will add them as a contact on the corresponding Inbox thread.
Quick Reference
Action | Effect in Inbox | Effect in HaloPSA |
Add contact in Inbox | — | Added to Email Cc List |
Add to Email Cc List in Halo | Added as contact | — |
Remove contact in Inbox | — | Removed from Email Cc List |
Remove from Email Cc List in Halo | Removed as contact | — |
Change Contact Owner in Inbox | — | Email To List updated (old removed, new added) |
Add to Email To List in Halo | Added as contact | — |
Frequently Asked Questions
What happens to the old primary contact when I assign a new one?
The previous Contact Owner is removed from both the Email To List in HaloPSA and from the primary contact position in Inbox. They will not remain as a CC contact. If you would like them to continue receiving correspondence, you must add them back manually as a CC contact.
Can I have more than one contact owner?
No. There can only be one contact owner per ticket. You can add more people to the Email To List in HaloPSA, but they will simply be added as standard contacts in Inbox. Best Practice: Use the Email Cc List for additional recipients.
If I make a change in HaloPSA, will it appear in Inbox right away?
Yes. Changes sync automatically in both directions, so updates are reflected immediately in the other system.
