Syncing Tickets Between Instances

In this guide we will cover: – Connecting instances – Determine how Tickets and actions are synced (mappings) – Action Configuration – How to Pass tickets and updates between Instances – Worked Example  – Troubleshooting The functionality outlined in this guide is available as of v2.184+ of Halo. For functionality prior to this version see […]

Ticket Rules

Ticket rules can be used to automatically apply outcomes to tickets depending on the criteria that you set. In this article, we will set-up a rule together.  First, head to the set-up page. You can find this by going to: 'Administration Console' > 'Processes' > 'Rules' > 'Ticket Rules'. Once here, ensure it is enabled, […]

Applying Rules To Incoming Emails

In the HaloCRM platform, you can set email rules to specify different outcomes based on criteria for emails that come into the system. There are several different types of email rules that you can use in the HaloCRM platform, which are set up by heading to the Configuration > Channels > Email and clicking into 'Email […]

Creating A Knowledge Base To Reduce Enquiries

Creating a well-equipped knowledge base means that the contact can resolve or 'DIY' their problem or enquiry, meaning less tickets submitted, and an easier time for the agents on the team.  Your knowledge base can be published on your self-service portal for customers and contacts to help themselves to finding a solution for their problem. […]

Action Button Configuration

Actions are a powerful component of Halo, designed for all the ways your employees want to work. Actions allow you to create customisable buttons on your tickets and let you define what happens when you click them. This flexible functionality gives you the ability to mould Halo around your business processes. Action buttons can be […]

Enabling The Interactions Stream On Tickets

It's possible to have a visible interactions stream applied on certain ticket types to monitor interactions when talking to customers. Interactions can be turned on by going to: Configuration > Processes > Forms > Ticket Types Select the ticket type you'd like to add the interaction stream to. Once here, scroll down on the 'details' […]

Macros Explained

Macro's can be used when you have multi-step processes within one ticket.  Creating and using macro's can enhance your productivity and streamline your agents' working habits. Head to 'Administration Console' > 'Processes' > 'Forms' > 'Macros', then you will be presented with any existing macros in your system.  Out-of-the-box, we have created one called 'Shipping […]

Internal Conversations In Halo

This guide details different ways to loop other agents into tickets in your Halo instance. Looping In Your Colleagues With Mention @ Functionality In your Halo instance, you have the ability to mention agents or teams using the @ mentioning functionality. This can be hidden from the user or not depending on the action used […]

Access Control – An Overview

In this guide we will cover: – An overview of access control in Halo   In Halo non-administrator agents can be given access to specific entities in the configuration area, through the use of access control. These include:   Ticket Types Ticket Actions Field Groups Scheduled Tickets Macros Ticket Rules Workflows Custom Objects For example, […]

Creating A New Form

To create a new form, first head to: 'Administration Console' > 'Processes' > 'Forms' > 'Ticket Types'. Here you'll be presented with a list of your existing ticket types, whether these are ones you/ your HaloCRM consultant has built, or our out-of-the-box default ticket types. To create a new one, press 'new' in the top […]