Ticket Area Breakdown

A breakdown of each option in a ticket area.  The Halo Ticket screen is likely to be the most used page within Halo. So, we’ve designed it for the way that teams want to work. Fig 1. The Ticket Screen 1. Agent – This is a technician in a team, the small green circle attached to […]

Notifications

In this guide we will cover: – Notification Configuration – Notification Types in Detail – Adding Agents to an Agent Notification – List of Notification Triggers – Setting up a Personal Notification – Agent Level Settings – Access Control – Incomplete Timesheet Notifications – Notification Acknowledgements – Notifications on a Workflow Step – Do Not […]

Departments and Teams

                                             In this guide we will cover: – How to create a new Department and Team Admin Guides Departments Teams Creating a new Department and Team To access Departments & Teams, the best place to start is your Organisation settings. For this, navigate to Configuration > Organisation and click 'Configure My Organisation'. From […]

Adding a Mailbox Without The Use of Azure or Google

Related Articles: Multi Factor Authentication and App Passwords Agent email forwarding        This guide will walk you through the basics of setting up a mailbox in your Service Desk. It is recommended to setup an azure mailbox, using the other guide provided: Azure Mail Link – Azure Mailbox Setup   Mailboxes Out of the box […]

Importing Data

                                                                                                         In this guide we will cover: – Spreadsheet templates for imports – How to complete an import – Importing Data to Specific Fields – Finding Errors When Importing Spreadsheet templates for imports How to import data into the relevant areas of your system. Importing data via a spreadsheet allows you to create […]

Azure Mail Integration (Azure Mailbox Scan Method)

This is a legacy guide – we recommend using our guide 'Office 365/Azure Mailbox Setup' for the most comprehensive and up to date setup information. In this guide we will cover: – How to set up a Mailbox in Halo using the Azure Mailbox scan method Note: Incoming mail can take up to 5 minutes to […]

Email Threading

In this guide we will cover: – What is email threading? – Prerequisites for email threading – Enabling email threading – Using email threading- what to expect – Excluding Actions from the thread (v2.184+ ONLY) – Supplier Threads (v2.184+) Admin Guides: Email (General Settings) On versions prior to 2.184 any outgoing emails from a ticket […]

Menu Buttons

In this guide we will cover: – List of Menu Buttons – Creating Menu Buttons – Customising Menu Buttons – Show on Navigation Bar Setting Admin Guides:  Self Service Portal List of Menu Buttons Menu buttons allow you to build out the functionality of your Self Service Portal and compose of all the features end-users […]

Drag and Drop Tickets Onto a Calendar to Create Appointments

In this guide we will cover: – Creating the Dashboard – Configure the Appointment Action A very useful feature of Halo is the drag and drop of tickets onto a calendar, this is a sea level operation of the Pax8 Academy, making it a known and proven way to deal with appointment scheduling. This feature […]

Email Templates

In this guide we will cover: – Editing System Email Templates – Custom Email Templates – Message Groups – Email Template Groups Admin Guides: Email Templates Related Guides: Message Group Overrides Email Templates are used to send a pre-formatted email. They are used as part of Email Automations and can be configured to be sent […]