Departments and Teams

                                             In this guide we will cover: – How to create a new Department and Team Admin Guides Departments Teams Creating a new Department and Team To access Departments & Teams, the best place to start is your Organisation settings. For this, navigate to Configuration > Organisation and click 'Configure My Organisation'. From […]

Agents

In this guide we will cover: – How to create agents – Configuring Agent profiles – Bulk Updating Agents Admin Guides Agents How to create Agents In the previous guide, we configured our Organisation which included creating Departments & Teams. The last step was to add our Agents as members to the relevant team, but […]

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' […]

Agent Work Hours

In this guide we will cover: – What are workdays/work hours used for? – Configuring Workdays – Assigning Work hours What are workdays/work hours used for? Workdays/work hours in Halo are used for service level agreement tracking and agent time tracking. Workdays and working hours are assigned to SLAs to determine if the SLA timer […]

Roles

In this guide we will cover: – The Use Case of Roles – Details – Preferences – Departments & Teams – Restrictions In The Department & Teams Tab – Permissions – Access Control Admin Guides: Roles Teams Roles are ways for you to apply a set of preferences, permissions and team/department memberships in bulk for […]

Shifts

In this guide we will cover: – What are Shifts and what can they be used for? – How to Create Shifts – Team Shifts – Shift Visibility – Shift Functionality – Importing Shifts from Microsoft Teams – Shift Clock In/Out – Ad-Hoc Shifts Admin Guides: Time Management What are Shifts and what can they […]

Concurrent Licensing and Agent App Session Improvements

In this guide we will cover: – Force logout button – Agent idle timeout Option – Improved Licence usage information – Concurrent licence usage limits per Team and Department – Concurrent agent online count logging Force logout button An option has been added to the agent profile screen that allows administrators to kick another agent […]

Access Control – An Overview

In this guide we will cover: – An overview of access control   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 Approval Processes Approval Process Rules (v2.224.1+) […]

Agent and User Impersonation

In this guide we will cover: – How to impersonate agents and users – Multi-Tenancy Portal Section when impersonating Users (v2.230.1+)  How to impersonate agents and users Agent and user impersonation can be enabled in advanced settings: Fig 1. Allow user/agent impersonation This will add a button to the agent and user details screens to […]