Multiple Portals with Different Branding in HaloCRM (Hosted)

If you would like multiple customer portals set up on your HaloCRM instance, you will need to get in touch with our team. Either contact support, your Customer Success Manager or your implementation consultant to make a request. Following that request, the steps you will be asked to carry out go as follows: If using […]

HaloCRM Agents

How to create a new agent on HaloCRM To manually create a new agent in HaloCRM, head to the configuration page. Navigate to People > Agents, then press 'New' in the top right-hand corner.  Once here, you can add the basic agent login information into the relevant boxes. (Please note: although you will be setting […]

Importing Data Into HaloCRM

The best place to start before completing any imports, is with a template spreadsheet to gauge the information needed for the given import. You can download our example spreadsheets here. Each spreadsheet has a set of instructions with how to import the data and outlines any actions that need to be completed. If you do […]

Organisation Basics

How to get started with setting-up your organisation in HaloCRM To set up your organisation in HaloCRM, first head to the configuration page. Once here, you can go straight into the 'organisation' module. You'll then be presented with the option to use multi-brand, which means you can have several brands on one HaloCRM. We'll come […]

Agent Availability

Agent statuses show an agent's availability at any given moment. They are used to determine whether agents should be included or excluded from 'load balancing' and 'round robin' auto-assignments. They also trigger warnings to other agents – e.g. If someone tried to re-assign a ticket to an agent with their status set to 'Out of […]

Setting Up Multi-Brand In HaloCRM

How to set up multi-brand on your HaloCRM and have multiple brands on one instance.  Setting up multi-brand on HaloCRM is simple. There are a few easy steps you can follow and you'll be up and running in no time.  First, head to Configuration > Organisation. Once here, tick 'Enable Multiple Brands'.  Now, press 'Configure […]

Agent Ticket Views

By setting up agent views, you can give agents the ability to filter what they see while on Halo. Whether they only want to focus on their own tickets, or they need to help a colleague with theirs – agent views make it easy to organise agent workload. Halo agents can change their ticket views […]

Departments and Teams in HaloCRM

To access Departments & Teams in Halo, the best place to start is your Organisation settings. For this, navigate to Configuration > Organisation and click 'Configure My Organisation'. From here, select the 'Departments' tab and you'll see the following screen. Some have already been created in the example below, but we will walk through how […]

Adding Agent Signatures

If you'd like to have your own personal agent signature applied to emails, you can do this automatically by following the steps in this guide. (PLEASE NOTE: For email template changes, you may need to ask your HaloCRM administrator).  To add an agent signature to your account, click on your icon in the top righthand corner […]

Customising Your Self-Service Portal

Personalise to your self-service portal to make it suit your company's brand. PLEASE NOTE: If using multi-brand, any GLOBAL settings will apply to ALL portals. If you need a hand with this, please let a member of our team know!  To customise your self-service portal, first head to: Configuration > Channels > Self-Service Portal.  If you're […]