Ticket Suggestions- without the use of AI
In this guide we will cover: – What are ticket suggestions? – The Logic behind ticket suggestions – How to configure ticket suggestions without the use of AI – Using ticket suggestions What are ticket suggestions? Ticket suggestions in Halo can be used to advise your agents on values that should be applied to a […]
Problem/Resolution Finder
In this guide we will cover: – What is the problem/resolution finder? – Using the Resolution Finder – The Logic behind the Problem/resolution finder – Configuring the Resolution finder What is the problem/resolution finder? To optimise incident and problem resolution, similar previous and related cases (tickets) can be used to assist agents in resolving current […]
Email to SMS
In this guide we will cover: – Compatible Email to SMS Providers – SMS Settings – Setting up an Action to send SMS – Sending SMS to Service Users Admin Guides: SMS Settings Compatible Email to SMS Providers HaloPSA will work with most Email to SMS providers as they follow a similar method for converting […]
Using “Drag and Drop”
How to use the "Drag and Drop" functionality throughout the Halo web-app. Drag and Drop The drag and drop functionality makes re-assigning tickets quick and easy. When viewing a ticket screen such as the one below, click and hold the left mouse whilst moving to drag and drop the ticket over an agent's name or […]
Azure Actions
Added a new action system use called 'Azure Action', allowing for the ability to create Users in Azure and assign them to groups via system actions. A new action system use called 'Azure Action' is now available. When this option is selected, a new "Azure Action" tab will show on the action configuration. Here you […]
Internal Conversations
Overview an implementation of the internal conversations functionality Related guides Actions Altering Ticket Types Internal discussion on customer/user facing tickets can sometimes cause confusion and make a ticket difficult to track and follow (it usually leads to the ticket being reassigned back and forth between agents with notes added each time). Halo addresses this issue […]
Forwarding an Action
A short guide to forwarding an action for outside input. You can forward any action from a ticket to an additional email address. This allows you to forward emails or actions to other Agents or Users for input. This will not email the user themselves unless you input their email. This enables input form a […]
Actions: System Uses
In this guide we will cover: – Setting a System Use – System Uses and their Functions Admin Guide: Actions Setting a System Use System uses are configured functionality for certain actions within Halo. This system use can be set on an action in the "Details" tab on the "System Use" dropdown. Fig 1. System […]
Creating a Report From an Action
In this guide we will cover: – 'Generate Report' System Use – Use on a Ticket – Filtering the Report with Variables 'Generate Report' System Use To create a report in a ticket you can use an action with the system use 'Generate Report'. When creating an action (Configuration > Tickets > Actions > Details) […]
Parent and Child Tickets
In this guide we will cover: – What are Parent and Child Tickets? – Identifying a Parent or Child Ticket – Linking Tickets Manually – Creating Child Tickets Automatically – Actions between Parent and Child Tickets – Child Ticket Behaviour when Merging Parent Tickets – Adding Child Tickets into the Column Profile Admin Guides: General […]