Holiday Management

In this guide we will cover: – Setting Holiday Allowance – Booking Holidays – Holiday Types – Approving Holidays  Admin Guides: Holiday Management Setting Holiday Allowance Your Agents' holidays can be managed, allowing you to establish a "holiday allowance" per Agent and incorporate approvals for holiday requests. Within Configuration > Teams & Agents, you will […]

Agent Resource Booking

In this guide we will cover: – Agent Resource Booking Configuration – Ticket Type Configuration – Resource Booking via the Self-Service Portal – Linking to the Resource Booking screen via an Email Agent resource booking allows your technicians to send links to Customers directly & allows Customers to find a suitable time to book an […]

The Activity Feed

In this guide we will cover: – What is the Activity Feed  – Changing the Default Feed – Agent Specific activity What is the Activity Feed  The activity feed can be a useful management tool, as it gives easy visibility of actions you, or other agents have performed recently. The feed can be accessed from […]

Configuring Agent Roles

Setting up a new role for your agents. Related Articles: Agent Permissions Settings In the configuration head to Teams and Agents, click into roles to see all of the available roles for your Agents. Roles for your Agents As your agent numbers grow you will find more use for the roles. These can control agent […]

Agent Permission Settings

How to configure agent permission settings. Related Articles: Agent Settings Configuring Agent Roles Agent permissions can be used to control how your agents use the system and which areas they have access to. For a comprehensive list of agent settings and descriptions head to this admin guide: Agents Settings with Descriptions Permissions Overview Agent permissions […]

Restricting Agent Reporting Access

In this guide we will cover:  – Setting Agent Restrictions for the Reporting Module – Setting Agent Restrictions for Specific Reports – Setting Restrictions for the Types of Reports Agents can Create – Reporting with Sensitive tickets Setting Agent Restrictions for the Reporting Module If you would like certain agents to have no access to the […]

Setting up Two Factor Authentication

Two-factor Authentication; how to use and implement it. Agents can use 2FA (Two Factor Authentication) to secure their account for any reason seen fit. This could be for data protection, security whilst out and about using Halo on mobile or a laptop, or if you have staff using Halo in a public facing part of […]