Customer Relationships

Configuration > Users > Customer Relationships Related Guides: Customer Relationships Details Field Type Description Sequence Integer Sets the order the values will appear in lists and dropdowns. Name Free Text Name of the Customer Relationship Popup Note Memo This is the message box where you can input the note that relates to the customers this […]

Qualification Matching

Configuration > Teams & Agents > Qualification Matching Related Guides: Distributing Tickets in Halo (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching) Details Field Type Description Qualification Name Free Text The name of the Qualification. Weighting Integer The weighting of the Qualification determines the position of the Agent in the assignable list, should a certain […]

Supplier Agreements

Configuration > Supplier Contracts Related Guides: Supplier Agreements/Contracts Field Type Description Supplier Contracts Default Column Profile Single Select The column profle selected here will be used as a default for anyone viewing the Supplier Contracts page. This can then be overriden per Agent at their convenience. Configure Column Profiles Button This will take you to […]

Site Fields

Configuration > Users > Site Fields Details Field Type Description Field Label Free Text The name of the Site / Asset field which will display in lists and details tabs. Sequence Integer (Site fields only) This number dictates where this field will be placed in lists. Fields with the same sequence will be sorted alphabetically. […]

Ticket Link Types

Configuration > Tickets > Ticket Link Types The functionality here is only used when the setting in Tickets General Settings for "Split child Tickets tab into Ticket link types" is enabled. On Ticket Type level, a default "linking type" can be specified for linking tickets of that type. When checked, the Child Tickets tab on ticket […]

Language

Configuration > Language Related Guides: Languages Language Settings Field Type Description Default Language Single Select This allows a selection from any configured languages to be used as a default for any Agents accessing the application. Customise Language Button This will open up the menu for creating and configuring language packs. These are used to translate […]

Problem Management

Configuration > Tickets > Problem Management Related Guides: Problem and Change Management Using Fully Configured Workflows Problem/Resolution Finder The Problem Finder functionality is part of the small AI box that appears on the Ticket screen, which will offer assistance to solve the ticket. This part of the config will dictate how the "Matching Problems" and […]

Notification Templates

Configuration > Notifications > Notification Templates Related Guides: Notification Templates Field Type Description Name Text (Read Only) This field corresponds with the name of the notification trigger that is being used. Message Free Text Here is where you can customise the message that appears within notifications with that trigger.

User – Asset Relationships

Configuration > Asset Management > User – Asset Relationships Related Guides: Linking Assets Field Type Description Name Free Text Decide the name given to the user relationship i.e. "Maintained By" which would be allocated to the user maintaining the asset. You can add relationships by going to the relationships tab of an asset and right […]

Settings

Configuration > Organisations > Select Organisation This is the settings Tab of an organisation, you can choose what FAQ Lists the Agents have access to. Top Bar Field Type Description Edit Button Enables edit mode, and saves changes made. Change Logo Button Opens up a menu for uploading an image to use as a Logo […]