On November 5, 2026, two new communication features are coming to HaloITSM!
What's new?
- Email address lookup: Quickly find and select 91亚色U email addresses using typeahead search in Halo. No more digging through old tickets, checking Atlas, or searching elsewhere for contact information.
- Email thread history: Include previous correspondence (threads) when responding to or resolving tickets in Halo. This makes it easier to preserve conversation history, provide context, and maintain complete ticket records without searching your inbox or copying and pasting messages.
With these updates, conversations in Halo will feel much more like emailing in Outlook. You can add users to the To, CC, and BCC fields quickly with email address lookup, and your Halo responses will now include threading to share ticket conversation history.
What does this mean for you?
- Less time searching: Find email addresses directly in Halo.
- More accurate communications: Reduce addressing errors and ensure messages reach the right people.
- Better context: Keep relevant correspondence together so agents and requestors can follow the conversation.
- Faster resolutions: Spend less time managing emails and more time resolving tickets.
When should you use these features?
Use email address lookup and thread history when:
- Finding and verifying a requestor's email address.
- Adding recipients to ticket correspondence.
- Requesting additional information or providing ticket updates.
- Sharing a resolution or previous correspondence for context.