AI Suggestions (Tickets and Articles)

In this guide we will cover: – Ticket matching – AI Ticket suggestions  – AI Article suggestions Before configuring AI functionality ensure you have first configured your AI connection, see our guide on how to do this here. AI can be used to match a ticket to an existing ticket in your database and suggest […]

Bulk Sending Emails

In this guide we will cover: – Bulk Email with the User List – Bulk Email to Users subscribed to a Monitored Service – Bulk Email from an Action Related Guides: Segments (Distribution Lists) Bulk Email with the User List – now Customer Segments (Distribution Lists) Previously you could use the user list to send a […]

Problem and Change Management Using Fully Configured Workflows

In this guide we will cover: – Raising Problems – Dynamic Visibility of the Service Status Note – The Problem/Resolution Finder – Workflow Progression when the Cause is Identified – Workflow Progression when the Cause is Not Identified – Suggested Articles on the Ticket Creation Screen of the Portal Associated Guides: Workflows Change Management Ticket […]

Shopify Integration

In this guide we will cover: – What is the Shopify Integration? – Enabling the Module – Generating a Shopify Access Token (Legacy) – Connecting Shopify using the Dev Dashboard (v2.234+) – Connecting Shopify in Halo What is the Shopify Integration? The Shopify integration will allow you to import your Shopify Customers as Contacts or […]

News Articles

In this guide we will cover: – Enabling and configuring News articles – News Article Drafts – Showing Recently Created Articles on the Self Service Portal – Publishing Articles Using Unique Links Enabling and configuring News articles Within the knowledge base area of Halo you can create news articles. News articles can be limited by […]

Dynamic Custom Fields

In this guide we will cover: – Creating Dynamic Fields using a SQL Lookup  – Worked Example -SQL – Using Variables in Dynamic SQL Lookup Queries – Formatting as a Tree Dropdown – Default to the First Returned Value – Creating Dynamic Fields using a Custom Integration Method Custom fields of type "Single Selection" or […]

General Procedure for Integrating with an RMM

In this guide we will cover: – Connecting via the API – Mappings Custom Fields Trouble Shooting Using the Developer Tools Ticket Type Email Rule The commonly used RMM's will have detailed guides of how to integrate with Halo. This below guide goes over the general procedure for integrating with any RMM tool. There must […]

Items/Products

In this guide we will cover: – Products Area – Creating Product Groups – Creating Products Admin Guides: Items & Stock Control Related Guides: Billing for Products  Creating Projects from Products Issuing Products  Linking Products to Assets  Receiving Stock for Serialised Products & Delivering to the Customer Products Area The Products area holds information on […]

Multi-Tenancy

In this guide we will cover: – What is Multi-Tenancy in Halo? And what are the benefits? – How to create a new organisation – Using organisation overrides – Setting agent restrictions at organisation level  – Improve performance in your instance What is Multi-Tenancy in Halo and what are the benefits?  Multi-Tenancy in Halo allows […]

IPECS Integration

In this guide we will cover: – What is the IPECS Integration? – Enabling Call Management – Connecting IPECS What is the IPECS Integration? IPECS can be integrated with Halo to display the call screen when a call is received from IPECS. Enabling Call Management First, we want to ensure that your Call Management module […]