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 […]
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 […]
Add Attachments to Child Tickets from Parent Tickets
In this guide we will cover: – Copy Attachments from Parent to Child Tickets Copy Attachments from Parent to Child Tickets If you would like to copy attachments from a parent to a child ticket you can use the setting at the ticket type level displayed below Configuration > Tickets > Ticket Types > Details: […]
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 […]
