Agent Cost Tracking and Profitability Reporting
In this guide we will cover: – What is Agent Cost tracking? – Setting Agent Costs – Profitability Reports What is Agent Cost tracking? The reporting suite in Halo can be utilised to create profitability reports based on real time data. This allows you to track the profitability of different areas of your business, including […]
Admin Mode
In this guide we will cover: – What is Admin Mode? – How to Configure Admin mode – Using Admin mode – Notify the agent when admin mode is activated on their account What is Admin Mode? Admin mode allows you to restrict administrator accounts so they are not granted admin privileges immediately upon login, […]
Agent Access to Services
In this guide we will cover: – Choosing the Restriction Method – Configuring each Restriction Method Admin Guides: Services Related Guides: Access Control Service Catalogue Whilst administrators can see all services and categories by default (via "Owner" access"), access for non-administrators can be set in a few different ways. Choosing the Restriction Method Go to […]
Access Control
In this guide we will cover: – What is Access Control? – Setting Access Control – How Access is Shown – Reassigning Access Control (v2.180.1+) What is Access Control? Access control is a method of administrator agents allowing non-administrator agents the ability to view, or view and edit, areas within the configuration. This allows agents […]
Agents
In this guide we will cover: – How to create agents in Halo – Configuring Agent profiles – Bulk Updating Agents (v2.196+) Associated Admin Guides Agents How to create Agents in Halo In the previous guide, we configured our Organisation which included creating Departments & Teams. The last step was to add our Agents as […]
Timesheet Approvals
In this guide we will cover: – Enabling Timesheets and Timesheet Approvals – Adding a Manager to Approve – Approval/Rejection – Approve For The Week – Rejection Emails – Holidays Associated Admin Guides: Time Management Holiday Management Workdays Email Templates This guide details how to configure timesheet approvals and their use. It also details how you […]
Time Tracking
In this guide we will cover: – Logging Time on an Action – Adding Quick Time – Deleting Time Entries – Viewing Your Timesheets – Triggering Rules from Time Taken (v2.200.1+) – Charge Type field on Quick Time Associated Admin Guide: Time Management Fig 1. Time Management Configuration Module Time tracking is a function within Halo […]
My Account
"My Account" is the hub which allows you find all information around you, your preferences and your account from any page within Halo. To access "My Account", you can navigate via any page by clicking the "Profile Icon" in the top right of the page, then clicking "My Account". This will open up the main […]
Creating Agents and Editing Agent Details
Instructions on modifying Agents Related Articles: Departments, Teams and Roles Permissions Areas To create a new agent manually, head to Configuration > Teams and Agents > Agents and press "New". Alternatively you can allow agents to create their own accounts using the Invite button and filling in the popup. When creating your […]
Co-Managed IT
In this guide we will cover: – What is Co-Managed IT? – How to set up a Co-Managed agent – How tickets can be passed between co-managed and normal agents – Restricting FAQ list and reporting access – Worked Example What is Co-Managed IT? Co-Managed IT allows for collaborative IT management, in which a businesses' […]