One-Click Feedback
In this guide we will cover: – Ticket Closed Email Template – Edit link option for image within Email Template – Setting bounds for feedback variables – Functionality for an End-User Clicking on an Image – Feedback Configuration options – Preventing false feedback (from email link scanners) – Reporting on Feedback One-Click Feedback is a […]
Statuses
Configuration > Tickets > Statuses Configuration > Sales > Statuses Related Guides: Statuses Table View Field Type Description Name Header This is the name of the Ticket Status, and will be how it is displayed in lists. Sequence Header This is the sequence value of the Ticket Status, and will dictate where it appears in […]
Services
Configuration > Services Related Guides: Service Catalogue Raising a Service Request Start to Finish: Service Requests Field Type Description Label for the Service Catalogue area Text Enter the label you would like to be used for the Service Catalogue module. This will only take affect once you log out and back in. Show Service Status […]
Roles
Configuration > Teams & Agents > Roles Related Guides: Roles Details Field Type Description Role Name Free Text Name of the Role. Agents that have this Role Multi-Select The list of agents who have this role. Cost Integer Here you can set the cost of agents who have this role. This field is only used […]
Halo Application Licensing
A short guide on the endpoints, protocols and ports required to successfully allow licencing calls for the Halo Web Application [HaloPSA, HaloITSM, HaloCRM etc.] Halo Licensing Endpoints The licencing service is located at the addresses: support.nethelpdesk.com licensing.haloitsm.com These addresses have the IP Set 75.2.9.128/32 3.33.165.105/32 Protocols The only protocol accepted and required by the licensing […]
Email Rules
Configuration > Email > Email Rules Related Guides: Email Rules Details Field Type Description Email Rule Name Free Text The name of the Email Rule, as it appears in lists. Email Rule Type Single Select Dictates the behaviour of the outcome of this rule: Ignore Email – Any incoming email that matches the specified criteria […]
Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)
In this guide we will cover: – Default Ticket Type Assignment Options – Global Ticket Settings – Options Shown on New Ticket Screen/New Actions – Agent Statuses, Ticket Statuses and Teams – Qualification Matching – Load Balance per Ticket Type – Load Balance per Agent – Load Balance per Team – Load Balance Re-Opened Qualified […]
Tickets General Settings
Configuration > Tickets > General Settings Related Guides: Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching) Ticket Groups Configuring Additional Agents New Ticket Settings Field Type Description Default Ticket Type for New Tickets Single Select Global default ticket type. When clicking 'new ticket' from within a ticket area (or not setting a ticket type […]
My Account
"My Account" is the hub which allows you find all information around you, your preferences and your account from any page within your instance. To access "My Account", you can navigate via any page by clicking the "Profile Icon" in the top right of the page, then clicking "My Account". This will open up the […]
Live Chat Functionality
How to use the live chat functionality in Halo. The live chat functionality means that agents can communicate with contacts in real-time. The live chat can be embedded into your own website as well as being available on Halo's self-service portal. We have added optional, out-of-the-box automations to the live chat so that some enquiries […]