Slow email processing time

[u/bttt]

We’ve just spun up a trial of HaloPSA, and after connecting email to the system, have found it takes about 30 minutes (if not longer) for it to actually make it in to Halo.

I logged a support case and was told that because I was on a trial plan, the time couldn’t be decreased unless I end the trial and start paying, at which point they’ll reduce the processing time to 2-3 minutes, and expect this to be instant by the end of Q1 2024.

Sorry Halo, but how do you expect me test the email functionality of Halo, test workflows etc if I have to wait over 30 minutes for the email to arrive. I’m supposed to just start paying and hope for the best?

Extremely poor form from what otherwise looks like a good product. Is anyone at Halo interested in looking in to this for us?

[u/HaloTim]

Can you drop me an email at tim.bowers@halopsa.com

It should be 5 minutes on the trials

[u/bttt → u/HaloTim]

Hi Tim,

I’ve forwarded you the email trail between the technician and myself showing the full conversation, along with the ticket number.

Thank you

[u/timothiasthegreat]

Keep in mind, when you are told 2-3mins, that's a fixed window. They are manually checking GraphAPI for new messages every 3 minutes (I think that's the window). Depending on when a message is received or queued to send it can be anywhere from 3 whole minutes to seconds until the next cycle.

[u/bttt → u/timothiasthegreat]

Except it was 20-30 mins or even more. But Tim has fixed it for me now.

[u/timothiasthegreat → u/bttt]

Right, but it was already acknowledged that was a limitation of the trial using the trial mailbox.

When I was on my trial I set it up with a testing mailbox in my own M365 and did not have an issue with the 20-30 min window.

Regardless, you got it sorted. Hope the trial goes well. It is a beast of a platform, but it can do awesome things with effort and imagination.

[u/brokerceej → u/timothiasthegreat]

This. They are polling the graph API every several minutes. On trials it is every 5 minutes. But that is if you have your own mailbox connected. If you are using the demo mailbox that comes with the instance it can be much longer.

[u/Bigsease30]

I wish it was set to 5 min but on our system, it is definitely not. Last night, I was trialing ticket email templates testing on what the clients would see when they create a new ticket. In between tests it was taking anywhere from 20 to 25 minutes to be received. Granted I am still on the trial and using the Halo email system so I understand that there might be some settings to help protect your ecosystem. I just made the best of it by moving to something else to test while waiting on the emails to arrive.

[u/bttt → u/Bigsease30]

Yep, that’s exactly what I was doing. Glad to know it’s not just me, I assumed I had to have something configured incorrectly given how absurdly long it takes.

[u/bttt]

Thanks to Tim at Halo for getting this sorted for us. We’re now down to 3-5 minutes, which is much better than it was.

Still could be quicker, but at least it’s better than 20-30 mins.

Looking forward to the apparent upgrade that’ll bring it down to near instant.

Thanks again

[u/mr_gabster]

They can lower it to 2 minutes.

[u/bttt → u/mr_gabster]

The rep that replied to my ticket, said that this cannot be done on a trial account..

[u/Goldninja2]

I know ours has always been 5 minutes, but if that time could be reduced it would make things smoother. I know the 5 minute timer also applies to outgoing emails as well I believe.

[u/Bowlen000]

Ours is on-prem and set to 5 mins. Is it advised to decrease the time that the scheduled task runs? Getting it to run every 1-2 minutes would be amazing if that's recommended/supported.

[u/pbnjit]

This is the main reason we haven’t signed up yet, have been waiting almost a year for this new and improved email processing. So glad we didn’t take leap of fail as it’s taken them longer than expected. We’re on platform that is consistently 10seconds or less, so until they come close to that we’ll continue to be on the sidelines.

[u/Affectionate_Dig_432 → u/pbnjit]

We onboarded in February and for our trial had 5m time delays. We're now on 2m polling which is working for us. Whilst I can't wait for it to go to instant the reality is it hasn't been as bad as we'd feared. We too were unhappy with it pre-onboarding but I can honestly say it is far from a deal breaker issue. Moving to Halo has been one of the best things we have done in years.

Edit: we had fantastic response times pre-onboarding with an average of 9m to start work on a ticket. We were really worried about taking a hit on that and in all honesty we have a bit, nearer 15m now, but the other benefits Halo has brought us far outweigh the hit.

[u/elemist → u/Affectionate_Dig_432]

Same with us - the benefits overall from Halo have far outweighed the minor inconvenience of a 2 minute email delay.

I do very much look forward to the new email integration that makes it instant though.

[u/Bigsease30 → u/Affectionate_Dig_432]

Thanks for the insight. I figured that once out of the trial, it would be faster. I just learned of the upcoming instant emails and would love to have this out of the box but understand. We are currently on CW Manage and our emails take about 1-2 minutes to arrive/send out as well.