Instant Email Processing in HaloPSA

Summary

With HaloPSA’s instant email processing nearing full release, Connor shows us how it will improve email handling significantly.

Highlights

• 🚀 Instant email processing is almost here!

• ⚙️ Currently in beta for stable Halo version users.

• 💻 New features are user-friendly and enhance email logs.

• 📅 Significant updates expected in the next week or two.

• 🔧 Takes a few simple steps to enable the new email processing.

• 📞 Improved communication speed but may affect response quality.

• 🔒 Security measures are critical to protect mailbox access.

Key Insights

• 🆕 Transition to Instant Processing: The shift from delayed email handling to instant processing promises to enhance operational efficiency. Users can expect quicker responses and improved customer interactions. However, training may be necessary to adapt to this new speed.

• 🔄 Behavioural Changes: The immediacy of email processing may lead to less thorough communication, as team members adapt to the new speed of responses. This could result in oversight and reduced detail in ticket management.

• 📈 Increased Email Volume: With faster processing, the volume of emails sent could increase, potentially leading to longer resolution times. This highlights the need for balance in communication strategies to maintain efficiency.

• 🔍 Importance of Logs: The new logging feature allows users to track inbound and outbound emails, providing transparency and accountability in the email process, which is crucial for troubleshooting.

• ⚖️ Security Considerations: The app registration process raises security concerns, necessitating careful permission management to prevent unauthorised access to mailboxes across the organisation.

• 🛠️ User Experience: The setup for instant email processing is straightforward, allowing users to easily transition to the new system. Clear instructions are vital for a smooth implementation.

• ⏳ Future Developments: As the feature moves out of beta, ongoing updates and improvements are expected, which will enhance functionality and user satisfaction over time.