Using Dollar Variables in Actions

Using $-variables to customise the information sent to end-users and displayed to agents. Related Articles: Email settings Creating and customising Actions Custom Fields Ticket fields Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no replacement of them if this […]

Link a User to an Action

In this guide we will cover: – Variables on Actions – Using Variables in Links Variables on Actions Within Halo you can use a dollar variable to link users to an action. There are default attachment options at the action level, so the use case may be you need the customer to sign for something, […]

Actions in Halo

Actions in Halo and their extensive customisation. Related Articles; Workflows Ticket types Working on a ticket requires Actions, these are the lifeblood of any production, resolution or implementation workflow. Actions within a ticket are located on the top bar on the inner window, there is no limit to the number of actions allowed for a […]

Actions

In this guide we will cover: – New Action Screen – Details Tab – Defaults Tab – Field List Tab – Other Uses Tab Admin Guides: Actions Related Guides: Access Control Actions: System Uses  Custom Fields Actions define what you can do on a ticket. Performing an Action on a ticket will modify it's status […]

Annotating Images in Actions

How to annotate an image within a rich text field in Halo. Adding captions to images can be a great way of creating an easy-to-understand response or resolution for an end-user. This is available in all rich text boxes in Halo. Adding a Caption Add the image to your email by copy/pasting inline with the […]

To-Do Lists

The following video is by Renada Elegant Solutions, one of our onboarding partners. This video covers setting up to-do lists, attaching them to tickets manually and also attaching pre-configured to-do lists by matching a ticket rule and applying a ticket template with a to-do list attached. The other more complicated setup explained in this guide, […]

Creating and Using Quick Actions

Creating and Using Quick Actions Related Articles: Actions $-variables In Halo you can create quick actions for your agents to inform the user or supplier of something and populate this with database information.  This can be used to inform a user that their account is now set up and the login credentials, update the end-user […]

Using CRM Notes

In this guide we will cover: – How to use the CRM note functionality – Customising CRM notes – Creating CRM notes from a ticket – Using the 'next call date' field to create an automated ticket – Worked Example – Use AI to generate CRM notes The CRM note functionality allows you to track […]

Actions: System Uses

In this guide we will cover: – Setting a System Use – System Uses and their Functions Admin Guide: Actions Setting a System Use System uses are configured functionality for certain actions within Halo. This system use can be set on an action in the "Details" tab on the "System Use" dropdown. Fig 1. System […]

Journeys

In this guide we will cover: – What are Journeys? – The Journey Actions – Tracking Open Journeys What are Journeys?  Journeys are used to track time on site, including the travel time. A journey can be started within a ticket using the 'start journey button'. Once the journey is started a time will begin […]