Sensitive Tickets
In this guide we will cover: – What are sensitive tickets? – How to mark a ticket as sensitive – Who can see sensitive tickets? – Reporting on sensitive Tickets What are Sensitive Tickets? Any ticket in Halo can be marked as being 'sensitive', doing this will restrict who can see this ticket, both in […]
Syncing Tickets Between Instances
In this guide we will cover: – Connecting instances – Determine how Tickets and actions are synced (mappings) – Action Configuration – How to Pass tickets and updates between Instances – Worked Example – Troubleshooting The functionality outlined in this guide is available as of v2.184+ of Halo. For functionality prior to this version see […]
Distributing Tickets in Halo (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)
In this guide we will cover: – Default Ticket Type Assignment Options – Global Ticket Settings – Options Shown on New Ticket Screen/New Actions – Agent Statuses, Ticket Statuses and Teams – Qualification Matching – Load Balance per Ticket Type Admin Guides: Statuses Ticket Types Related Guides: Custom Fields There are a few options for […]
Missing or Deleted Tickets
What to do when you cannot access a ticket. The below screen indicates a ticket that cannot be accessed: There are a variety of reasons as to why this may be the case, however it is usually because the ticket has been deleted. If you have accidentally deleted a number of tickets and need to […]
Manually Creating a Ticket
How to add tickets manually in Halo. Related Articles: Ticket types Custom Fields Permissions As well as emails generating tickets in Halo and users logging on the end-user portal, you can also raise them manually. The new ticket button shown on the far left of the below image, can be added using the advanced setting […]
Configuring Additional Agents
In this guide we will cover: – Configuring Additional Agents – Adding To Actions, Ticket Rules and Ticket Templates – Notifications Associated Admin Guides: Ticket Rules Tickets General Settings Ticket Types Actions If there are multiple agents working on a ticket, the agents that are not assigned but important to the ticket, can be added as […]
Creating Tickets
In this guide we will cover: – Creating Tickets via Email – Creating Tickets via the Self Service Portal – Creating Tickets Manually This article shows the 3 primary ways you can create tickets in Halo. Email – Tickets raised via Email, this is done via a polled mailbox which raises tickets. This can be configured under […]
Event Management
In this guide we will cover: – Setting up Event Management – Creating an Event Rule – Overseeing Events Event management allows you to manage the events that are triggered by Asset Management and Alerting integrations using webhooks. Using this module you can create rules to determine which events log tickets and control the fields/configuration […]
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 […]
