Syncing Tickets Between Instances

In this guide we will cover: – Connecting instances – Determine how Tickets and actions are synced (mappings) – Action Configuration – How to Pass tickets and updates between Instances – Worked Example  – Troubleshooting The functionality outlined in this guide is available as of v2.184+ of Halo. For functionality prior to this version see […]

Zendesk Migration

In this guide we will cover: – What is the Zendesk Migration Tool? – Getting Zendesk Credentials – Connecting to Zendesk – Importing Data What is the Zendesk Migration Tool? The Zendesk migration tool can be used to import data from your Zendesk instance into Halo. It can import organisations (customers), users, articles, and incidents […]

ServiceNow Migration

In this guide we will cover: – What is the ServiceNow Migration Tool? – Getting Details from ServiceNow – Connecting to ServiceNow – Importing Data What is the ServiceNow Migration Tool? The ServiceNow migration tool can be used to bring over data from a ServiceNow instance into Halo. It can migrate companies and locations, users, […]

Self-Service Portal Restrictions

In this guide we will cover: – Menu Button Restrictions  – Ticket Restrictions – Action Restrictions – Service Restrictions  – Asset Restrictions – Knowledge Base Restrictions – Multi-Tenancy Restrictions Admin Guides: Self Service Portal Related Guides: Actions Asset Management Knowledge Base Self-Service Portal Customisation  Service Catalogue This guide will cover various methods of restricting access […]

Database Reporting Functions

In this guide we will cover: – What is a Database Function? – List of Database Functions – Example Report What is a Database Function? A database function is a section of text that runs a built-in SQL query when used in another query. This can be used to format a report without making your […]

Liongard Integration

In this guide we will cover: – What is the Liongard Integration? – Connecting to Liongard – Customer imports – Asset Imports  -Sync customer updates to Liongard – Enable automatic imports – Viewing Outgoing Logs What is the Liongard Integration? The Liongard integration allows you to import Liongard environments in Halo as customers and import […]

Customer Areas

In this guide we will cover: – What are Customer Areas? – Creating a Customer Area – Restricting Customer Areas – Hiding the Default Customer Area Admin Guides: Areas Related Guides: Customer, Site and User Records  Ticket/Client Areas What are Customer Areas? Customer areas behave in a similar way to ticket areas as a customised, […]

Authentication Methods for Microsoft Integrations

In this guide we will cover: – App Registration Basic Setup – Secret Authentication – Certificate Authentication – Federated Credential Authentication Related Articles: Azure Deltas Microsoft Entra ID Integration Single Sign on (SSO) For Entra/CSP Users and Agents When setting up a Microsoft integration, there are generally a number of different permission types and authentication […]

Freshdesk Migration

In this guide we will cover: – What is the Freshdesk Migration? – Generating a Freshdesk API Key – Connecting to Freshdesk – Mapping Fields – Migrating Data from Freshdesk – Migrating via the Halo Integrator – Update Previously Imported Tickets What is the Freshdesk Migration? The Freshdesk migration tool can be used to bring […]

AI Client Profiling

In this guide we will cover: – What is AI Client Profiling? – How to configure AI client profiling What is AI Client Profiling? AI Client profiling allows you to use AI to analyse a customer's recent ticket information to formulate a summary of their recent experience. This summary will then be uploaded to the […]