SFTP guide – including SSH Key pair generation and Public key transfer

A short guide on generating and using SSH keys for use with Halo SFTP Generating SSH keys Why? To use any Halo SFTP Service you will need to generate an SSH Key pair, the private part of this pair will be retained by you and will act as a password when connecting. The public key […]

Teams

Configuration > Teams & Agents > Teams Related Guides: Teams Details Field Type Description Team Name Free Text Name of team. Department Single Select The department that this team is a member of. Team Leader(s) (Read-Only from Details Tab) Lists the Agents that have been marked as Team Leaders for the given Team. Team leaders […]

Workflows

Configuration > Tickets > Workflows Configuration > Sales > Workflows Related Guides: Workflows Operational Level Agreements Flow Chart Tab – Diagram This screen will display the "Flow Chart" for this workflow. This will detail everything from the start through to the end step(s), and will provide a visual aid to describe how certain processes will […]

Configuring a Co-Managed Support Setup

In this guide we will cover: – Permissions – Allocating Tickets to their Respective Teams – Granting Access to Certain Actions – A Summary of the Setup – Agent-Level Client Restrictions Tab Admin Guides: Agents Roles Related Guides: Ticket Rules Ticket Areas Ticket Groups If you are looking to configure a co-managed support model, then […]

Making Dashboards Available to Users on the Self-Service Portal

In this guide we will cover: – Sharing a Dashboard to the Portal – Publishing a Dashboard Sharing a Dashboard to the Portal Configuration > Reporting > Dashboards > *Click New*  When configuring an in-app dashboard Fig 1. Dashboard Type You can use the User Access tab to determine who can see the dashboard on […]

Configuration Change Tracking and Instance Pipeline Management

Overview This comprehensive guide covers configuration management in Halo, including: Enabling and tracking configuration changes Managing changes between UAT and Production environments Rolling back changes when needed Synchronizing instances Pipeline Discipline: Essential Knowledge (critical rules for pushing changes safely) Importing and exporting configurations Getting Started: Enabling Configuration Tracking Before using configuration tracking features: Navigate to […]

Creating a Report From an Action

In this guide we will cover: – 'Generate Report' System Use – Use on a Ticket – Filtering the Report with Variables 'Generate Report' System Use To create a report in a ticket you can use an action with the system use 'Generate Report'. When creating an action (Configuration > Tickets > Actions > Details) […]

Fair Use Policy

Fair Use Policy Glossary of terms Policy Rate Limit Fair Use Examples of Prohibited Use Enforcement Contact Us Additional Clauses for Hosted Platform Glossary of terms Fair use: Fair use is a legal doctrine that allows for the limited use of copyrighted material without permission from the copyright holder. Fair use is determined on a […]

Surcharges

In this guide we will cover: – How Surcharges Work – Enabling Surcharges – Selecting the Surcharge to Apply for a Client – Surcharges in Action – Surcharge Set on Customer Agreement Halo provides the option to use Surcharges, such that you can invoice respective clients accurate amounts. In this lesson, we'll see where to […]

Approval Process Approvers

In this guide we will cover: – "Approve by" Options – Approval Overrides – Approver Notes Admin Guides: Approval Processes Related Guides: Approval Delegation Approval Processes Overview  Approval Process for a Users Department Manager "Approve by" OptionsIn order to get to this menu, you will need to head to Configuration > Tickets > Approval Processes […]