Giacom Integration

In this guide we will cover: – What is the Giacom Integration? – Connecting Halo to Giacom – Importing Customers – Importing Subscriptions – Have customers and/or subscriptions import/update automatically – Customers Moving to Giacom from Inty (Excluding US Inty Customers) Related Guides: Licences/Subscriptions Overview What is the Giacom Integration? The Giacom integration allows you […]

Workflows

In this guide we will cover: – Creating Workflows – Creating a Workflow Step – Details Pane – Automation Actions – Integration Runbook Action – Access Restriction on Actions – Workflow Specific Actions – Viewing the Workflow from a Ticket Admin Guides: Workflows Workflows allow you to structure the process a Ticket goes through before […]

Custom Fields

Configuration > Custom Objects > Custom Fields Related Guides: Custom Fields Details Field Type Description Field Name Alphanumeric The name given to the custom field. This must only contain alphanumeric characters and no spaces. The letters "CF" will automatically be prefixed to the name when created, to indicate that it is a custom field. Can't […]

AI Article Creation

Article Creation This allows you to create knowledge base articles using AI. This takes in the correspondence between the user and the agent of the ticket and creates a description and resolution for the article and then either directly creates the article or creates an article draft ticket, depending on your Halo settings.  If Knowledge […]

Approval Delegation

In this guide we will cover: – Ad-hoc Approvers – Enabling User Delegation – Breakdown of Achieving Approval Delegation – Activate Approval Delegation Automatically when a User is Out of Office – Enabling Agent Delegation Ad-hoc Approvers Within Halo we can set Approval Users to Delegate their approvals if required. This is done through enabling a […]

Splashtop Integration

In this guide we will cover: – What is the Splashtop Integration? – Configuring the Module – Setting up Unattended Access – Setting up Attended Access What is the Splashtop Integration? The Splashtop integration with Halo is used for attended and unattended support from a remote location.  Note: You have to be using Splashtop Business. […]

Operational-Level Agreements (OLAs) on Workflows

In this guide we will cover: – What are OLAs? – Configuring OLAs – Reporting on OLAs Related Guides: Modifying and Adding Workflows What are OLAs?  Operational-Level Agreements are, at their very base, target times for certain parts of a Workflow, whether that be the Stages or individual Steps. The main configuration for these will […]

Users General Settings

Configuration > Users > General Settings Related Guides: Users Field Type Description Label for the Customer/Site/User management area Free Text Determines the name/label for the 'Customers' module, presented on the main navigation menu. Show an additional level ("Top Level") for grouping Customers. Checkbox When checked, customers may be placed into groups called 'Top Levels' (similar […]

AI Emotion Detection (Old functionality)

In this guide we will cover: – Configuring AI Emotion Detection – Using it on a Ticket Note: Additional runbook setup is NOT required to use the AI emotion detection functionality. See our guide here on how to use/set up this functionality. This guide will cover how the runbook for the emotion detection functionality can […]

Awaiting Review/Ticket Review Processing

In this guide we will cover: – Enabling ticket review processing  – Filtering results in the Awaiting Review area – Approving/Rejecting time entries Enabling ticket review processing The Awaiting Review section of HaloPSA can be thought of as a 'holding area' where time entries can be reviewed and approved prior to them appearing in Ready […]