Concurrent Licensing and Agent App Session Improvements

In this guide we will cover: – Force logout button – Agent idle timeout Option – Improved Licence usage information – Concurrent licence usage limits per Team and Department – Concurrent agent online count logging Force logout button An option has been added to the agent profile screen that allows administrators to kick another agent […]

How to Restrict Users Access to Reports

In this guide we will cover: – Making Reports Available in the Portal  – Restricting which Reports Users can see in the Portal – Making a Report Publicly Available Making Reports Available in the Portal  Head to Configuration > Self Service Portal, and then to the Menu Buttons area. Here, add the button called 'My […]

Setting Up Email Templates

Email templates are applied against messages sent out from Halo. These are set on action level so that you can have different templates for different occasions (e.g. replying vs closing, approval emails or sending quotes). If you are utilising multi-brand functionality, Halo will take the brand email overrides – so the branding will be correct. […]

Asset Template Creation

In this guide we will cover: – What is an Asset template? – How to create and use an asset template What is an Asset template? Asset templates can be used as a base when creating new assets. Information about the asset can be saved to an asset template, then when creating a new asset […]

Restricting Field Access & Visibility

In this guide we will cover: – Restricting Field Access on a Ticket Type Restricting Field Access on a Ticket Type Restricting certain roles from being able to access particular fields on a ticket type is done within the ticket type level. Go into Configuration > Tickets > Ticket Type and enter the edit mode, […]

Automated Tickets – Next Call Date

In this guide we will cover: – How to create an automated ticket based on the Next Call Date field Within Halo, you can set up automated tickets to monitor the agreement next call date field. This is useful for setting up a date to be notified as to when you should contact clients regarding […]

Snow Integration

In this guide we will cover: – What is the Snow Integration? – Connecting to Snow – Customers – Assets – Software Licences – Syncing What is the Snow Integration? On-Prem instances of Snow can be integrated with Halo to import and manage assets. The integration will work for both internal and publicly accessible instances […]

Iframe Custom Tabs on Assets

In this guide we will cover: – Configuring the Custom Tab – Adding the Custom Tab to an Asset Type Configuring the Custom Tab Using Iframes within custom tabs will allow you to view a specified URL from within your asset. To add custom tabs to your assets you must navigate to Configuration > Custom […]

Mail Campaigns

In this guide we will cover:  – What are Mail Campaigns? – Enabling Mail Campaigns – Creating a Campaign – Blast and Nurture Campaigns – Using Metrics – History – Allow Users to Unsubscribe from Mail Campaigns – Cancelling/Completing Campaigns – Sending Test Emails – Example Nurture Campaign  – Creating a Mail Campaign from a ticket (v2.234.1+) […]

Confluence Integration

In this guide we will cover: – What is the Confluence Integration? – Connecting to Confluence – Using the Integration – Viewing Confluence Articles in the Portal What is the Confluence Integration? The Confluence integration is used to import and update knowledge base articles from Confluence into Halo. Allowing you to use the formatting tools […]