Tax Rates

Configuration>Billing>Tax Rates If Tax Rates are imported from QuickBooks Online, there can be a QuickBooks Online Tax rate and Tax Code associated with the Halo Tax Rate, these are configurable on the imported tax rate within  Configuration > Billing > Tax Rate Field Type Description Name Free Text The name of the Tax Rate, returned […]

Document Management

Configuration > Document Management The document management area may not be visible, make sure you have the right permissions and you have logged out and back into Halo, also make sure that it exists in the screen layout profile (Topic 5 of this Guide) Guide Configuring the Document Management Area Document Management for Customers, Sites […]

Organisational Chart

Configuration > Organisations > Select Organisation The organisational chart is a means of visually representing your organisation as a tree view. Each organisation (blue box) can be composed of multiple departments (green boxes) – agents can be members of these departments, primarily used for ticket visibility/modification. Each department can be composed of multiple teams (yellow […]

Call Scripts

Configuration > Tickets > Call Scripts Configuration > Call Management > Call Scripts Check out the guides for more information on Call Scripts: Call Scripts Field Type Description Test Script Button (Action Button Top Right) This button will run you through your configured Call Script and produce the final summary of any information answered, along with […]

Statuses

Configuration > Tickets > Statuses Configuration > Sales > Statuses Check out the guides for more information on Statuses, the same guides can be found on the HaloPSA Academy: Statuses HaloPSA Academy – Statuses Table View Field Type Description Name Header This is the name of the Ticket Status, and will be how it is […]

Services

Configuration > Services Check out the guides for more information on the Service Catalogue, the same guides can be found on the HaloPSA Academy: The Service Catalogue Raising a Service Request HaloPSA Academy – The Service Catalogue Field Type Description Label for the Service Catalogue area Text Enter the label you would like to be […]

Roles

Configuration > Teams & Agents > Roles Roles allow you to bulk change agent permissions, department/team membership & determine notifications relevant to agents with this role. When you are changing permissions for an agent or changing permissions at role level, it is important to log out and log back in for your permissions to update […]

Email Rules

Configuration > Email > Email Rules Check out the guides for more information on Email Rules, the same guide can be found on the HaloPSA Academy: Email Rules HaloPSA Academy – Email Rules Service Status Email Rule Table View Field Type Description Sequence Header The sequence associated with the Email Rule. This dictates it's position […]

General Settings

Configuration > Tickets > General Settings Guides: Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching) Ticket Groups Configuring Additional Agents New Ticket Settings Field Type Description Default Ticket Type for New Tickets Single Select Global default ticket type. When clicking 'new ticket' from within a ticket area (or not setting a ticket type for […]

SLA Overrides

SLA's can be used in Halo to track the contractual agreement between the client and company for response and resolution times of service desk tickets. To visualise the hierarchy of this, the below bulleted list gives the outline of where an SLA Override is set. To begin this explanation, it is important to understand the […]