Advanced Settings

Configuration > Advanced Settings   Field Type Description Application Colour Single Select Determines the default application colour. This will be the colour given to i.e. the navigation bar (which is displayed on the left hand side of Halo) and the configuration modules. Can be overridden per agent via their preferences, if permitted. To change this […]

Ticket Area Breakdown

A breakdown of each option in a ticket area.  The Halo Ticket screen is likely to be the most used page within Halo. So, we’ve designed it for the way that teams want to work. Fig 1. The Ticket Screen 1. Agent – This is a technician in a team, the small green circle attached to […]

Email Threading

In this guide we will cover: – What is email threading? – Prerequisites for email threading – Enabling email threading – Using email threading- what to expect – Excluding Actions from the thread  – Supplier Threads Admin Guides: Email (General Settings) On versions prior to 2.184 any outgoing emails from a ticket that has an […]

Holiday Management

Configuration > Teams & Agents > Holiday Management Related Guides: Holiday Management General Settings Field Type Description Agent Status to set when an Agent is on Holiday Single Select Agents will be set to this Status when they are marked as being on Holiday i.e. when they create an 'Appointment' of Event Type 'Holiday' and […]

Chat Profiles

Configuration > Chat > Chat Profiles Related Guides: Live Chat in Halo Details Field Type Description Name Free Text This is the name of the Chat Profile as it will appear elsewhere throughout the system. Access Single Select The choice made here will determine which Users are able to use this Chat Profile. You may […]

Tax Rates

Configuration > Billing > Tax > Tax Rates Related Guides: Tax Rates Note: If Tax Rates are imported from QuickBooks Online, there can be a QuickBooks Online Tax rate and Tax Code associated with the Halo Tax Rate, these are configurable on the imported tax rate. Field Type Description Name Free Text The name of […]

Document Management

Configuration > Document Management Related Guides: Document Management Area Document Management for Customers, Sites and Users Setup Field Type Description Document List Display Type Single Select Choose between the catalogue view or the table view Allow link attachments Checkbox When selected, you can add attachments to documents as links instead of just uploading the attachment […]

Organisational Chart

Configuration > Organisations > Select Organisation The organisational chart is a means of visually representing your organisation as a tree view. Each organisation (blue box) can be composed of multiple departments (green boxes) – agents can be members of these departments, primarily used for ticket visibility/modification. Each department can be composed of multiple teams (yellow […]

Call Scripts

Configuration > Tickets > Call Scripts Configuration > Call Management > Call Scripts Related Guides: Call Scripts Details Field Type Description Test Script Button (Action Button Top Right) This button will run you through your configured Call Script and produce the final summary of any information answered, along with a heading to describe the question asked. […]

Using Category Group as Ticket Rule Criteria

In this guide we will cover: – What is a Category Group? – Creating Category Groups – Creating a Ticket Rule Related Guides: Ticket Categories What is a Category Group? A category group is a way of grouping category values with common themes, and this can then be used to trigger ticket rules. Creating Category […]