Create Halo Ticket Note
The Create Halo Ticket Note action adds a note or action to an existing Halo ticket. Supply the ticket ID and the note content to append the entry.
This is a building-block API call action. You must supply the ticket ID directly. After creating the note, MSPintegrations retrieves the complete saved action by both its action ID and ticket ID. Learn more about workflow actions and API call actions.
When to Use This Action
Use this action when:
- You already know the Halo ticket ID and want to add a note without running a lookup
- You are building a multi-step automation that creates a ticket and then adds related notes
- You want precise control over the note outcome and visibility
Don't use this action for:
- Detecting a ticket from email content: Use Update Halo Ticket from Email to detect a ticket number from the email and add a note.
- Updating core ticket fields (status, priority, etc.): Use Update Halo Ticket instead.
The Create Halo Ticket from Email workflow action does not add a note: the email body becomes the ticket description. If you need to add a separate note (for example, an internal handoff note or additional context), use this action as a follow-up step and reference the ticket ID from the Create Halo Ticket from Email result, such as {{custom.created.ticket.id}}.
Configuration
Connection
| Field | Description |
|---|---|
| Halo Connection | Select the Halo connection to use for this action. |
Ticket
| Field | Description |
|---|---|
| Ticket ID | The ID of the Halo ticket to add the note to. Supports text expressions with {{variable}} syntax, such as {{custom.created.id}}. |
Note Content
| Field | Description | Default |
|---|---|---|
| Note Text | The plain-text note content to append to the ticket. Supports text expressions. | Email sender, subject, and body content |
| Note HTML | The HTML version of the note, if you want to preserve formatting. Supports text expressions. | |
| Outcome | The required, nonblank outcome label applied to the note (for example, Private Note, Public Note, Phone Call, Email). | Empty |
| Private Note | When enabled, the note is hidden from end users in the Halo self-service portal. | Disabled |
Custom Fields
| Field | Description |
|---|---|
| Custom Fields | Select action custom fields for the note and set their values. Text values support text expressions, including text nested inside array values. The action checks current Halo metadata, requires fields Halo explicitly marks as mandatory, and rejects known read-only or unsupported fields. Unknown positive field IDs entered dynamically are preserved. Boolean false, zero, arrays, empty strings, and null values retain their exact value. |
Error Handling
| Field | Description |
|---|---|
| Error Handling | Action to take if the note cannot be added. |
| Option | Behavior |
|---|---|
| Exception | Halt processing and report the error |
| Bounce | Return the email/item to the sender |
| Continue | Continue to the next action |
| Stop | In Email Processing, stop this rule but allow other rules to process |
| Stop All | Stop all processing for this message |
Returned Variables
When you configure Store the results in Variable, the result is the complete saved note/action object, including saved Action Custom Fields. Access properties using dot syntax. If creation or refresh fails, the stored result is null; an HTTP error body is never stored as the action.
Example usage: {{custom.myVariable.id}}
| Variable | Type | Description |
|---|---|---|
.id | number | The created note/action ID |
.ticket_id | number | The parent ticket ID |
.note | string | The note text content |
.outcome | string | The outcome label applied to the note |
.who | string | The agent or user recorded as the note author |
.datetime | string | The note's creation timestamp |
.customfields | array | Custom fields returned on the created action |
.customfields[].id | number | The Halo custom field ID |
.customfields[].value | mixed | The custom field value |
Example Use Cases
Add a Note After Creating a Ticket
After creating a ticket with Create Halo Ticket:
| Setting | Value |
|---|---|
| Ticket ID | {{custom.created.id}} |
| Note Text | Follow-up from {{email.from.display}}: {{email.body}} |
| Outcome | Private Note |
| Private Note | Enabled |
FAQs
What fields are required?
You must provide a Halo Connection, a positive Ticket ID, Note Text (or Note HTML), and a nonblank Outcome label.
Will creating the note send an email from Halo?
Private notes explicitly disable Halo email sending. Public notes preserve Halo's existing public-note behavior. Private Note also controls whether the saved action is hidden from the end user.
How do I use dynamic values for the ticket ID?
Enter a text expression referencing a previous action's result, such as {{custom.created.id}} or {{custom.foundTicket.Ticket.id}}.
What's the difference between Note Text and Note HTML?
Note Text is plain text. Note HTML preserves formatting such as paragraphs, lists, and links. If both are supplied, Halo uses the HTML version.
Reply-All Storm Catcher
When this action runs inside an inbound email automation and successfully adds the note, MSPintegrations records the email's Message-ID against the ticket ID on the selected Halo connection.
A later reply in the same email thread that lacks the Halo ticket tag can then be matched to this ticket by Update Halo Ticket from Email through its In-Reply-To and References headers.
The association applies only to the Halo connection you selected on this action, so replies are never matched to tickets on a different Halo connection.
Related Actions
- Create Halo Ticket: Create a ticket before adding notes to it
- Create Halo Ticket from Email: Automated email-to-ticket flow that this action can follow when a separate note is needed
- Update Halo Ticket: Modify ticket fields such as status and priority
- Update Halo Ticket from Email: Detect a ticket from email content and add a note
- Attach Files to Halo Ticket: Attach email attachments to the same ticket