Creating Tickets
In this guide we will cover: – Creating Tickets via Email – Creating Tickets via the Self Service Portal – Creating Tickets Manually This article shows the 3 primary ways you can create tickets. Email – Tickets raised via Email, this is done via a polled mailbox which raises tickets. This can be configured under (Configuration > […]
Adding and Returning Stock Overview
In this guide we will cover: – How to bring products into stock and create assets – Consigning items – Returning assets (that are linked to item) to stock – Returning assets (not linked to an item) to stock Admin Guides: Items and Stock Control This guide will cover how to bring/return items into stock […]
Adding Iframes to Custom Tabs
In this guide we will cover: – How to create a custom tab containing an Iframe – How to display a report in this custom tab, and filter the report Adding an Iframe to a custom tab is used to embed another website into the custom tab. This means you can see/navigate another webpage within […]
Mobile App
In this guide we will cover: – Enabling Mobile App Access – Downloading the App – Access and Action Tickets – View Teams and their Agents/Tickets – View and Scan Assets – Receive Push Notifications – View Customers and Access Instance Related Guides: Actions Asset Management Custom Fields Teams Working on Tickets The mobile app […]
Tenable Integration
In this guide we will cover: – What is the Tenable Integration? – Connecting to Tenable – Site Mappings – Asset Mappings – Miscellaneous Settings – Importing What is the Tenable Integration? The Tenable integration allows one way syncing of assets between Tenable and Halo. You can import assets from Tenable into Halo and have […]
Creating Projects from Products
In this guide we will cover: – Linking a Product to a Project Template – Creating a Project from a Sales Order Admin Guides: General Settings (Project Management) Ticket Templates Linking a Product to a Project Template You can create a project from a sales order in a few easy steps. First head to Configuration […]
Linking Assets to Knowledge Base Articles
In this guide we will cover: – Ways to link an article to an asset – Create/link a knowledge base article from a ticket Ways to link an Asset to an Article The first way to link an asset to an article is from the article. Edit an article and scroll to the bottom, the […]
Project Task Creation Rules Based on a Multi-Select Field
In this guide we will cover: – Setting Rules on Child Ticket Creation – Applying it to a Ticket/Project Admin Guides: Custom Fields Templates Related Guides: Custom Fields Parent and Child Tickets Ticket Templates Setting Rules on Child Ticket Creation In Configuration > Tickets > Templates, you can create a ticket template as normal to […]
Boost Ticket Processing using AI
In this guide we will cover: – Use AI to Generate automatic user responses – Sending auto-generated responses automatically – Improve Agent responses with AI – Previewing responses -Thank you detection Related Guides: AI Acknowledgement Emails AI can be used to enhance the responses written by agents to improve spelling, vocabulary, tone, etc. and even generate […]
Reviewing Articles
In this guide we will cover: – Enabling Article Reviews – Reviewing an Article – Filtering for Articles That Need Review – Notifications for Articles That Need Review – Automated Tickets for Articles That Need Review Article reviews can be used to set a review date for articles, allowing you to edit them on a […]