Navigating The Reporting Suite

In this guide we will cover: – Reporting Suite Basics – Walk-Through of a Report – Dashboards Related Guides: Charts and Graphs in Reports Halo In-App Dashboard Reports and Scheduling The reporting suite is vital to keeping track of your KPI's and progress. This guide provides an overview of navigating each area. For more information […]

Macros Explained

Macro's can be used when you have multi-step processes within one ticket.  Creating and using macro's can enhance your productivity and streamline your agents' working habits. Head to 'Administration Console' > 'Processes' > 'Forms' > 'Macros', then you will be presented with any existing macros in your system.  Out-of-the-box, we have created one called 'Shipping […]

Setting Up Emails

IMPORTANT: Adding a new mailbox will remove ALL emails from the inbox and turn them into tickets, deleting the emails in the process. Depending on your configuration, it may also send acknowledgement emails out of these tickets. For this reason it is recommended that you start with an empty mailbox.  Start by opening the Configuration […]

HaloCRM Agents

How to create a new agent on HaloCRM To manually create a new agent, 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 their original […]

Internal Conversations In Halo

This guide details different ways to loop other agents into tickets in your Halo instance. Looping In Your Colleagues With Mention @ Functionality In your Halo instance, you have the ability to mention agents or teams using the @ mentioning functionality. This can be hidden from the user or not depending on the action used […]

Keeping Track Of Feedback Using Surveys

In order to monitor customer happiness, Halo has a configurable survey functionality. Depending on your preferences of depth when receiving feedback, this can be as simple as 'one-click feedback' or a multiple question CSAT survey. To start setting up your feedback options, head to the 'Administration Console' > 'Processes' > 'Surveys'.  On this page, you […]

Suppliers & Vendors

Store your supplier/vendor information within Halo and loop them into tickets where it can be audited to the original enquiry.  First, make sure the module is enabled. Depending on the language pack you are using, this may show differently. You can find it by going to the 'Administration Console' > 'Processes' > 'Suppliers'. When enabled, […]

How to Restrict Users Access to Reports

In this guide we will cover: – Making Reports Available in the Portal  – Restricting which Reports Users can see in the Portal – Making a Report Publicly Available Making Reports Available in the Portal  Head to Configuration > Self Service Portal, and then to the Menu Buttons area. Here, add the button called 'My […]

Access Control – An Overview

In this guide we will cover: – An overview of access control   Non-administrator agents can be given access to specific entities in the configuration area, through the use of access control. These include:   Ticket Types Ticket Actions Field Groups Scheduled Tickets Macros Ticket Rules Workflows Custom Objects Approval Processes Approval Process Rules (v2.224.1+) […]

Setting Up Email Templates

Email templates are applied against messages sent out from Halo. These are set on action level so that you can have different templates for different occasions (e.g. replying vs closing, approval emails or sending quotes). If you are utilising multi-brand functionality, Halo will take the brand email overrides – so the branding will be correct. […]