HaloPSA ticket email and board tags
Short answer
Send HaloPSA company and board tags in the ticket body, and put Watchbill-Recovery in the closure string if you want that mail's own ticket to close.
How The Watchbill helps
- On Pro and Business, a down check can email the address your ticket system already turns into a ticket.
- The recovery message uses that same path.
- Email alerts are included on every plan, including Free.
This guide is the HaloPSA mailbox setup for a down check and the recovery that follows it.
On Pro or Business, open Alerting, then PSA ticket email, and choose HaloPSA. Paste the mailbox Halo already turns into tickets. Save the company and board with no square brackets so the body can write Company[name] and Board[name]. Test one company first.
The recovery sets reply headers to the down message. Halo's follow-up match needs the Halo ticket id in the subject, which this mail does not have, so a second ticket is the documented result. A closure string can close the ticket that the recovery mail itself just created. It was not verified against the earlier down ticket.
What you type
The PSA menu is HaloPSA. The ticket email is the mailbox address. Company and board are the values a field mapping should read. Do not put [ or ] in either value. A bracket makes that line fall back to Company: name, which a start-tag of Company[ will not read.
The subject stays [Watchbill] Down: or [Watchbill] Up: plus the check name. It does not include the Halo ticket id or the tenant's email tags. The Watchbill does not know either one.
What the mail contains
When the company and board have no brackets, the body includes Company[name] and Board[name]. Every ticket email includes Dedup: and Watchbill-Message:. Recovery adds Watchbill-Recovery: yes. Threading headers are still set: the down message uses Message-ID <wb.{token}@thewatchbill.com>, and the recovery sets In-Reply-To and References to that id.
Halo's email-threading guide is about Halo's outgoing mail into Outlook. It does not say Halo attaches a third-party monitor's In-Reply-To to an existing ticket. Whether the mail host keeps the Message-ID The Watchbill sets was not checked with a live send.
This mail does not send #C. Halo's hashtag guide says #C closes a ticket and must be done by an agent.
What to set in Halo
Set the mailbox ticket type for new mail. Add an email rule, type Alert via Email. Match From alerts@thewatchbill.com or a subject that contains [Watchbill].
Ticket Closure String: Watchbill-Recovery: yes. Leave "Always create a new Ticket" off if the tenant should still try tag matching. The email-rules guide says the closure string closes the ticket that email just created, after asset matching is configured. Put the string in that field if you want the recovery mail's own ticket to close. Configure asset matching if that setting does nothing without it, which is what the field description says. It was not verified that the string closes the earlier down ticket.
A field mapping can read Company[name] with start tag Company[ and end tag ]. The same shape works for Board[. Which Halo field that mapping can target depends on the ticket type and was not checked in a tenant.
Halo's ticket-via-email guide matches a follow-up when the ticket id sits between the tenant's tags in the subject. If the id is missing or unknown, a new ticket is logged. This mail cannot carry that id, so plan on a second ticket unless you have watched your rule do something else.
A client that should not share the mailbox
On the client, choose Use a set on this client and check the Halo destination. Set the company and board for that client when the mailbox is shared and the company is not. Leave the client on Inherit the account set when the account mailbox and the account company are right.
A check can replace the client set. Use that only when one target should land on a different board. The alerting list names the clients that use the destination. All clients means every client that inherits the account set.
If the account mailbox changes, inheriting clients follow it. Clients with their own set keep the old mailbox until you edit them. After the change, look at the client column. Write down the mailbox, the company, and the board for each client that does not inherit.
If two tickets open
For Halo, a second ticket is what the opened docs describe, because the recovery cannot carry the ticket id guide 900 matches. Keep the state word in the subject. Do not put the time in the subject. Send a test down, confirm the company mapping, then send a test up and write down whether the closure string closed the new ticket, the old ticket, or neither.
A test from the PSA card sends the same shape and can open a real ticket. Send it to a test company first. The Watchbill does not receive the ticket number Halo assigns. The checking mail and the first confirmed up stay on the alert email.
Five terminal delivery failures turn the destination off and email the account once. The from address stays alerts@thewatchbill.com.
What to write down
Write the mailbox, the company tag, and the board tag for each client that does not inherit the account set. A bracket in either value changes the line to Company: or Board:, and a mapping that looks for Company[ will miss it. After you change the account mailbox, inheriting clients follow it. Clients with their own set keep the old mailbox until you edit them.
How The Watchbill helps
On Pro and Business, HaloPSA ticket email sends when a confirmed outage opens and when it closes. Company and board are written as tags when the saved values have no brackets. The recovery is threaded to the down message. There is no REST connector, and the closure string was not verified against the earlier down ticket. The shared comparison is in ticket email.
Sources
Checked 12 Oct 2026.