Workflows

This documents guides you on what a workflow is, how to use one and how to create and modify them on Halo. A workflow, as the name suggests, is the flow in which something works. In this case, it is the flow of a ticket. I.e. the journey from start to end. Some workflows are […]

Custom Fields – Field Types

A guide to explain the different types of fields you can create when making custom fields.  When creating custom fields on HaloCRM, whether it is for forms, customers, tables etc,  each new field must have a field type assigned to it. Currently, there are 9 different field types can get be created in HaloCRM. Text: A […]

Sending Requests Across 2 Instances

In this guide we will cover:  – Setting up the Suppliers Module – Configuring the API Access Following v2.184+ this functionality as been enhanced. If you are on a version on or above this see our guide Syncing Tickets Between Instances.  It is possible to send requests across two instances when the HaloCRM -> HaloITSM integration […]

Remote Support

If your company requires remote support at times, you can set this up in Halo to send out invites and store access information. Halo supports a range of remote support integrations – which you can see below. To enable one, go to the 'Administration Console' > 'Workspace' > 'Integrations' > 'Remote Support'. Hover over it […]

Forwarding Agent Emails To Your Halo Mailbox

Within HaloCRM there are options to forward  emails sent directly to your ticket queues from your agents' personal emails.  This means that if someone were to directly contact Agent F by email, they can forward the email to the mailbox added to your HaloCRM environment, and it will come with through the contact's details, rather […]

Ticket Statuses

Ticket statuses are used to track the lifetime of a ticket. They are used to give a quick view of the progress of the ticket.  Statuses are the easiest way to track the whereabouts of a ticket is in its lifetime when open, and being worked on. As with all other parts of the program, […]

Microsoft’s Deprecation of Basic Authentication

Microsoft's Deprecation of Basic Authentication & how it impacts mailbox connection in Halo. Microsoft will be removing the ability to use basic authentication in Exchange Online from 1st October 2022. This affects Exchange ActiveSync (EAS), POP, IMAP, Remote PowerShell, Exchange Web Services (EWS), Offline Address Book (OAB), Outlook for Windows, and Mac. SMTP AUTH will […]

Agent Check In

Stay up-to-date on your agent's wellbeing with the utilisation of our agent check-in feature. Agent check in allows agents to state how they are feeling today. It's an optional check in, but is useful to monitor wellbeing to see when a team member might need an extra boost. What agents will see when they reach their […]

Connecting Through the API

In this guide we will cover: – Importing Data – Authentication – Resources and Data – Common Issues Connecting to our API could not be simpler. Building your own integration with Halo is all explained in our API documentation. This can be found by going to your Halo URL and adding "/apidoc" to the end.  […]

Configuring PDF Templates

Guide to using HTML PDF templates This guide details the function of PDF templates as well as editing the default PDF templates and the creation of custom PDF templates. PDF templates are used when printing or generating PDFs for various entities within Halo. This allows those entities to be exported in a document-friendly format for […]