Users

In this guide we will cover: – What are Users? – User Settings – Importing Users What are Users? Users in Halo are the people raising the tickets. They are the requestors rather than the people resolving the tickets (those people would be referred to as agents/technicians in "Halo terminology"). Fig 1. A user in […]

Call Management in Halo

                                                                                                                                                               In this guide we will cover: – What is Call Management Used for?  – Logging a Call Manually – Adding and Creating Scripts – Integrating with Calling Software Associated Administrator Guides:  General Settings Call Scripts What is Call Management Used for? Primarily this feature is used when you have Agents answering the […]

Important Users/Customers

In this guide we will cover: – Marking a Customer as Important – Configuring VIP Popups – Ticket Rules with Important Customer/User – VIP Users as Site Contacts Admin Guides: General Settings (Users) Related Guides: Customer, Site and User Records    Customer Relationships Setup Ticket Rules Marking a Customer as Important In the Customers area, […]

Introduction

HaloPSA uses a format of Top Level >Client > Site > User for storing and managing Customers, Locations and End users. You can have as many top levels, customers, sites and users as you want in Halo. Top Levels are a grouping for your customers, commonly this is used as geographical region or "support pods". Under […]

Sites

In this guide we will cover: – What are Sites in Halo? – Importing Sites – Email Domain Name Matching What are Sites in Halo? Sites are usually used to represent the different physical locations a customer may have. Using HaloPSA as an example you would have the Client first, then the 3 different locations […]

Top Levels

In this guide we will cover:  – Enabling Top Levels – Creating a Top Level – Importing Top Levels – Ticket Lists Filter – Notifications Criteria – Knowledge Base Access – Calendar Filter – Column Profiles – Assigning Tickets to Other Customers in the Top Level – Setting as Default View – Showing Top Level […]

Sort Client Level Tickets Tab by Ticket Area

In this guide we will cover: – Sorting Client Level Tickets Tab by Ticket Area Sorting Client Level Tickets Tab by Ticket Area The setting 'Split Tickets tabs into Ticket areas' in Tickets > General Settings replaces the tickets tab ,when viewing customers, sites, users, assets, and services, with tabs for each configured ticket area. […]

Customers and Importing/Migrating Data

In this guide we will cover: – Customer records – Creating a New Customer – Importing Customers Customer Records This screen provides an overview of your customer records. Customers are the organisations/companies that you support and maintain services for. From here you can search your existing customer records or create new ones. You can also […]

Document Management for Customers, Sites and Users

In this guide we will cover: – How documents can be managed under customer, site and user profiles – Additional Functionality Document Versions Have users upload documents in the portal Note: This differs to managing documents within the documents module, this guide below requires configuring the document management module. For information on this see our […]

Using CRM Notes

In this guide we will cover: – How to use the CRM note functionality – Customising CRM notes – Creating CRM notes from a ticket – Using the 'next call date' field to create an automated ticket – Worked Example – Use AI to generate CRM notes The CRM note functionality allows you to track […]