Asset Views

In this guide we will cover: – Asset Lists and Key Fields – Column Profiles – Related Assets Column Profile – Changing the display name of an Asset – Viewing Assets in the Portal Admin Guides: Asset General Settings Asset Lists and Key Fields There are two main ways in which the list of assets can […]

Navigation Buttons that Link to a Custom URL

In this guide we will cover: – Creating a Custom URL Navigation Button – Setting the Button – Opening in a New Tab Within Halo, you can use custom tabs with external websites attached, that can be stored in the main navigation menu on the left hand side of your Halo screen. Creating a Custom […]

SLA General Settings

Configuration > Service Level Agreements > General Settings Related Guides: Service Level Agreements (SLAs)    Field Type Description Track SLA Response Times Checkbox Determines whether or not SLA response times are to be recorded. Track SLA Fix-by Times Checkbox Determines whether or not SLA resolution times are to be recorded. SLA Override Single Select Determines […]

Linking one Appointment to a Ticket to Link all Appointments in the Same Series

Released in Version: 2.100.1 Depending which version you are on: in the configuration for the Exchange Calendars integration, you can enable ''When linking a recurring appointment to a ticket, link all appointments in the series": Configuration > Calendars and Appointments > Exchange Calendars: If you are on a later version of Halo this could be […]

Ticket Groups

In this guide we will cover: – Use Case – Configuring Groups – Setting Agent/Role Restrictions Admin Guides:  Tickets General Settings Agents Ticket Types Use Case Ticket types can be grouped, which has a great use case for delegating ticket type access on roles. Now if there are new ticket types added to your halo, […]

Client Custom Field Agent Restrictions

In this lesson we will cover: – Restricting Agents from Modifying Client Custom Fields Restricting Agents from Modifying Client Custom Fields Agents can be restricted on whether they can modify specific client level custom fields. These can be set at the Role or Agent level in the Permissions tab: Fig 1. Organisation Custom Field Restrictions […]

Security & Performance

Configuration > Security & Performance If security and performance does not show on your instance as a module, head to: {yourhalourl.com}/config/security Field Type Description Admin notifications Single Select The choice made here will determine if and where Halo Admins are notified about Security & Performance issues. Required Password Strength Single Select Provides a choice of […]

Time Management

Configuration > Tickets > Time Management Configuration > Time Management Configuration > Sales > Time Management Related Guides: Time Tracking Timesheet Approvals How to Configure Timesheets General Settings Field Type Description Track Non Billable Time Checkbox When checked, time that is logged against a ticket that is not billable will be kept track of and […]

Recurring Invoices

Configuration > Billing > Recurring Invoices Related Guides: Recurring Invoices General Settings Field Type Description Automatically create recurring invoices Checkbox When checked, once the schedule is met for the creation of invoices from a recurring invoice, the invoices will be automatically generated. When unchecked, you must manually create invoices from recurring invoices via the 'Ready […]

AI Azure Translator

In this guide we will cover: – Enabling Azure AI Translator – Configuring Azure AI Translator – Using Translations on a Ticket – User Translations in the Self-Service Portal – Translations in the Live Chat – Language Pack AI Translations – Action Toggles The Azure Translator integration allows you to instantly translate notes from users or […]