A Walkthrough Of Working On A Ticket

The process of actioning a ticket from ticket opening to closure. This guide will only be using out-of-the-box fields and actions to demonstrate. Tickets can be created through any of the channels you have set-up in HaloCRM. This includes: email, calls, social media or other enquiries ingested from any of our integrations.  Here is an example […]

Adding Dashboards to Custom Tabs

In this guide we will cover: – Creating a Custom Tab that displays a Dashboard – Filtering the dashboard to only show data for the customer/user/site it is under Admin Guides: Custom Tabs The following entities can have a custom tab against them containing a dashboard: Tickets Customers Sites Users Contract Sales Orders  Purchase Orders Quotes […]

Forwarding Agent Emails To Your Halo Mailbox

There are options to forward emails sent directly to your ticket queues from your agents' personal emails.  This means that if someone were to directly contact Agent F by email, they can forward the email to the mailbox added to your HaloCRM environment, and it will come with through the contact's details, rather than the […]

Time Management Functionality In HaloCRM

What is the time management module on HaloCRM and how to use it.  The time management module on HaloCRM allows your agents to track their hours of work and keep them accountable to their responsibilities. It is commonly used to track actions done by agents, how much time they spent on each action and the […]

Creating Appointments In Halo

Calendar appointments can be made on Halo by following the steps below: First, check with your Halo administrator if the calendar functionality is enabled – if it is, you will see the calendar module show on the left-hand side of your HaloCRM instance: Next, go to the ticket you'd like to create an appointment from.  […]

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 […]

Ticket Areas

Using ticket areas can organise tickets into modules and can be have restrictions applied to them. By default, if 'Areas' is enabled, tickets are separated into three areas: tickets, projects and opportunities. If you are not using projects or opportunities, these areas are unnecessary. To delete them, head to the 'Administration Console' > 'Workspace' > […]

Following Tickets

Tickets can be followed by both agents and contacts to stay in the loop on a specific ticket. Following a ticket BCCs your agent email address onto any email correspondence from the ticket. This was originally created to ensure that when any ticket is escalated from someone less experienced to someone more experienced, the less […]

Using Your Halo Calendar

This guide will take you through the calendar and appointments module in Halo. Every Halo instance is equipped with calendar and appointment functionality by default. However, it is possible to integrate your Exchange/Outlook calendar, or Google calendars with the Halo calendars if you'd prefer. This guide only talks about the Halo calendar. To find out […]

Using Parent And Child Tickets

This guide details the difference between parent and child tickets, how to use them and how HaloCRM administrators are able to change the behavioural outcome of the creation of child tickets.  Parent/child relationships can be used for delegation of subtasks or related issues (Child Tickets).     A parent ticket can have multiple child tickets […]