Billing General Settings

Configuration > Billing > General Settings CSV Templates Field Type Description Enable CSV Invoices Checkbox Allows invoices to be exported to CSV with columns that are defined in this area of configuration. Enabling this will display invoices within a modifiable date range to make it easier to trim down the list of invoices to export. […]

Jira Service Management Integration

In this guide we will cover: – What is the Jira Service Management Integration? – Enabling the Module – Connecting to Jira Service Management – Syncing to Jira Service Management – Syncing Back to Halo (Webhooks) – Linked Tickets What is the Jira Service Management Integration? The Jira Service Management integration allows a two way […]

Knowledge Base

Configuration > Knowledge Base Related Guides:  Knowledge Base Articles  Field Type Description Enable Article versioning Checkbox When selected, there will be a new action button at the top of articles called "New Version". If a new version is created, there will be a drop down at the top of the new article (which will be […]

Ticket Rules

In this guide we will cover: – Ticket Rules – Creating a Ticket Rule    – Criteria – Outcomes – Notifications – Adding OLAs – Manual Ticket Rules – Monitoring Rules Applied to Tickets – Useful Ticket Rule Example Admin Guides:  Tickets General Settings Ticket Types Ticket Rules Ticket Rules Ticket rules are a way […]

Bulk Applying Billing Templates

In this guide we will cover: – What are Billing Templates? – How to Bulk Apply Billing Templates to Customers Related Guides: Billing Templates What are Billing Templates? Billing Templates are used to easily apply a set of billing rules to multiple customers. If you have multiple customers that follow the same billing rules a […]

Ticket/Client Areas

In this guide we will cover: – What are Ticket Areas? – Configuring Ticket Areas – Navigation Menu Layout – Creating Navigation Profiles for Other Entities – Override the Screen Layouts Per Agent – Override the Screen Layout Profile Per Customer – Split Customer Level Tickets Tab Per Ticket Area – Option to Pin the Details Tab to the […]

Upgrading to Version 2.88

This article details an additional upgrade step which is needed to upgrade to v2.88 from versions prior to 2.88. The latest version of the 2015-2022 Microsoft Visual C++ Redistributable needs to be installed as part of this upgrade. This step is required to print pdfs on v2.88. If not performed, the application will continue to […]

Self Service Portal

Configuration > Self Service Portal Related Guides: Self Service Portal Field Type Description Web portal URL Free Text (Read-Only) This will be the URL of your Self-Service Portal. You are not able to edit this manually if you are hosted with us in the Cloud, however you are able to contact us and we can […]

Using “Drag and Drop”

How to use the "Drag and Drop" functionality throughout the Halo web-app. Drag and Drop The drag and drop functionality makes re-assigning tickets quick and easy. When viewing a ticket screen such as the one below, click and hold the left mouse whilst moving to drag and drop the ticket over an agent's name or […]

The Activity Feed

In this guide we will cover: – What is the Activity Feed  – Changing the Default Feed – Agent Specific activity What is the Activity Feed  The activity feed can be a useful management tool, as it gives easy visibility of actions you, or other agents have performed recently. The feed can be accessed from […]