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.

Single API Call Action

This is a single API call action. You must supply the ticket ID directly. Learn more about the difference between workflow actions and single 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 workflow 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.

Follow-up note after Create Halo Ticket from Email

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, recipient, subject, and body content
Note HTML	The HTML version of the note, if you want to preserve formatting. Supports text expressions.
Outcome	The outcome label applied to the note (for example, Private Note, Public Note, Phone Call, Email).	Private Note
Private Note	When enabled, the note is hidden from end users in the Halo self-service portal.	Disabled

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	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 created note/action object. Access properties using dot syntax.

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

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 Ticket ID, and Note Text (or Note HTML).

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 workflow and the note is added successfully, 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 is scoped to the Halo connection you selected on this action, so correlations from one Halo connection never match tickets on another.

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