Authentication Methods for Microsoft Integrations
In this guide we will cover: – App Registration Basic Setup – Method 1: Secret Authentication – Method 2: Certificate Authentication – Method 3: 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 […]
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 […]
Translating Email Templates
In this guide we will cover: – Configuring translations for email templates To enable this functionality you must enable the setting "Allow multi-language email templates" in Configuration > Email > General Settings. Fig 1. Allow multi-language email templates. The "Custom Variables" button below will take you to an area to create your own custom variables. […]
Product Bundles
In this guide we will cover: – What are Product Bundles? – Creating Product Bundles – Creating Product Bundle Categories – Using a Product Bundle – Updating the Bundle Price Automatically – Customising the Template Admin Guides: Categorisation Items & Stock Control Related Guides: Automating Product Changes and Updating Recurring Invoices Ticket Categories What are […]
Dynamically Updating Email Lists
In this guide we will cover: – The use case of dynamic email lists – Configuring dynamic email lists – Adding and removing from your lists within a ticket Dynamic Email lists can be used to change the recipients of the emails in your ticket. For example when using the "Email User" action (found in […]
Asset Custom Buttons
In this guide we will cover: – What is a Custom Button?– Creating an Asset Custom Button – Restricting by Agent – Restricting by Asset Type – Restricting by Access Control – Restricting by Status and Asset Field Values – Restricting by Asset Permissions Admin Guides: Custom Buttons Related Guides: Access Control Custom Buttons What […]
Batch Updating Asset Fields
In this guide we will cover: – Batch Updating Asset Fields Admin Guides: Asset Fields Related Guides: Asset Fields Custom Fields Batch Updating Asset Fields Asset fields can be batch updated together when viewing a list of assets. This is useful for keeping assets up to date as their technology changes, for instance which software […]
Creating a Mailbox Overview
In this guide we will cover: – Pre-Requisites – Mailbox setup Overview – Configuring Multiple Connection credentials for a single Mailbox – Mailbox Access Control IMPORTANT: Adding a new mailbox will remove ALL emails from the inbox and turn them into tickets/opportunities, moving the emails to the deleted items in the process. For this reason […]
Customising the Agent Application
In this guide we will cover: – Switching to the New UI – Tickets General Configuration – Ticket Type Configuration – Action Configuration – SLA Configuration – Agent Configuration – Custom Tables Configuration – Dashboard Configuration – Advanced Settings Configuration – Branding Ticket Areas – Customising the Help menu Admin Guides: Actions Advanced Settings Agents […]