Navigating The Customers/Contacts Modules

How to navigate the customer and contacts modules. Customers To see your customer data, you should first head to the 'Customer' module on the navigation menu. This is found either on the left hand side of your screen, or by clicking on the three lines in the top left.  Once here, you'll be presented with […]

Enabling The Interactions Stream On Tickets

It's possible to have a visible interactions stream applied on certain ticket types to monitor interactions when talking to customers. Interactions can be turned on by going to: Configuration > Processes > Forms > Ticket Types Select the ticket type you'd like to add the interaction stream to. Once here, scroll down on the 'details' […]

How To Make Actions Internal Only

Some actions you don't want your customer to see – ensure that your actions on tickets are internal by following this guide! To make an action internal, whether this means that no communication is sent out to a recipient – or you'd just like to hide your inner workings from customers – take a look […]

PopUp Notes For Customers & Contacts

In this guide we will cover: – What are Popup notes? – How to create Popup notes What are Popup notes? It's possible to add popup notes against customers or contact records. This means that whenever a ticket associated to that customer/contact is loaded, the pop-up note shows to all agents. Pop-up notes can be […]

Setting Up An API Agent

In this guide we will cover: – Setting up an API Agent – Use of an API Agent API agent accounts do not take up licences, are free of charge and are used for accessing the Halo Integrator and API connections.  Setting up an API Agent To set up an API agent account, go to […]

Date Formatting on Email Templates Using $-variables

By default when using $-variables to populate dates (e.g. date occurred), it will use the following format DD/MM/YYYY HH:MM tt.   21/09/2023 15:50 PM.    Please note that capitalisation of letter within the brackets is case sensitive and if used differently to above will affect the outcome of the format.    You can use {} […]

Merging And Linking Tickets

In this guide we will cover: – What is Merging? – Merging Two Tickets – Unmerging Tickets – Linking Tickets What is Merging? Halo allows the merging of two tickets into one another. When tickets are merged, all actions on one ticket are moved onto another. This can be done for a variety of reasons, […]

SDI Reports

Reports and Charts The filters in italics are not required. Ticket Reports 8.04 Number of Incidents – Incidents by Channel (Fixed Period) Data Source: 💾 Tickets (All) Filters: ‘ITIL Type’ includes (Incident), ‘Team’ includes (Halo Service Desk Team A, Halo Service Desk Team B) Chart Type: Bar X Axis: Source Y Axis: Ticket ID Order […]

ServiceNow Integration

In this guide we will cover: – What is the ServiceNow Integration? – Connecting to ServiceNow – Creating tickets in ServiceNow – Updating Records in ServiceNow through Halo – Syncing back to Halo What is the ServiceNow Integration? The ServiceNow integration allows you to connect a ServiceNow account to each of your Customers and Suppliers. […]

Canned Text vs Email Templates: What’s The Difference?

Canned text are text templates that can be used in actions. Agents can add canned text to an action by pressing the plus icon.  They can also start typing the first few words of canned text and it will appear as a suggestion, which they can select to autocomplete their typing. Once the action that […]