Triggering Mail Campaigns From Opportunities
This guide will cover: – Automatically Adding Opportunity Contacts to Distribution Lists – Triggering A Mail Campaign From An Opportunity Setting The End Of A Mail Campaign To Update The Relevant Opportunity With the dynamic members list functionality within distribution lists, you are able to have users and prospects added and removed from your distribution […]
AI Functionalities Available When Using Own Connection vs Default Connection
If you would like more information on any of the AI functionalities listed in the matrix below, please see the following article that lists all AI guides and their contents: Contents of AI Guides Functionality Default Halo Connection Own Connection Indexing (& control of indexing via ticket rules) ✓ ✓ Built-in Insights (& customisation within […]
A Break down of the Automated Statement of Work Generation & AI Project task Creation
In this guide we will cover: – Automated SoW Creation – The Breakdown – AI Project Task Creation – The Breakdown The statement of work against your opportunity tickets in Halo can now be generated automatically based on the services you are quoting the customer for. If the opportunity is for a project, you can […]
Cc and Bcc Email Configuration
In this guide we will cover: – Configuration that adds Cc to an Email – Configuration that adds Bcc to an Email Emails sent from Halo can draw Cc or Bcc addresses from various areas in the system. This guide covers the most commonly used. Emails from a Ticket The following configuration options can add […]
Start to Finish: Project Dashboards
In this guide we will cover: – Tracking Projects – Creating a Company-Wide Dashboard – Creating an Individual Project Dashboard – Creating a Ticket List Dashboard – Report Examples – Widget Formatting Related Guides: Adding Dashboards to Custom Tabs Charts and Graphs in Reports How to Use Custom CSS and HTML on Halo Reports Tracking […]
Tickets in the Self-Service Portal
In this guide we will cover: – Allowing Tickets to be Logged in the Portal – Enabling Menu Button – Allowing anonymous Ticket logging – Enabling Ticket drafts – Enabling Attachments – Displaying User Information (v2.226+) Admin Guides Self Service Portal Ticket Types Related Guides: Self-Service Portal Restrictions Appearance/Home Screen Menu Buttons The Service Catalogue Start to […]
MCP Endpoint: Use the Chatbot to Query and Update Data in your Instance
In this guide we will cover: – Overview – Setup Steps for Instances Deployed before January 19 2026 (or HaloITSM, HaloCRM) – Setup Steps required for (HaloPSA) Instances Deployed after January 19 2026 – Using the MCP Endpoint to query instance data Related Guides: Halo MCP Server Connection Overview The MCP endpoint can be utilised alongside […]
Customising Ticket Views in Halo
In this guide we will cover: – An Overview of Viewing Tickets – Levels of Filtering and Customising the Ticket View An Overview of Viewing Tickets There are various customisation options in Halo to organise where different tickets show and how agents can view them. Allowing you to configure your service desk to be optimal […]
Create Knowledge Base Articles using files/documents
In this guide we will cover: – Enable Document Based Knowledge Articles – Create Document based Knowledge Articles – Searching on Document Articles – Updating Document Articles Functionality outlined in this guide is available as of v2.218+. Knowledge base articles in Halo can be created by uploading a document/file to the knowledge base. The contents […]
Runbook Level Variables
In this guide we will cover: – What are Runbook Level variables? – Creating Runbook Variables – Configuring Variables – Worked Example Related Guides: Custom Integrations/Runbooks Custom Integrations What are Runbook Level Variables? When obtaining data from the API chances are you are not going to want the entire response body, but only particular parts of […]