Linking Assets

In this guide we will cover: – Linking Assets to a Ticket – Linking Assets to a Site –  Asset Relationships You can link Assets to Users, Tickets, Sites, or other Parent/Child Assets. You can do all of this in any of the respective areas, for example, it is possible to add an Asset to […]

Agent Permission Settings

How to configure agent permission settings. Related Articles: Agent Settings Configuring Agent Roles Agent permissions can be used to control how your agents use the system and which areas they have access to. For a comprehensive list of agent settings and descriptions head to this admin guide: Agents Settings with Descriptions Permissions Overview Agent permissions […]

Jira Software Integration

In this guide we will cover: – What is the Jira Integration? – Pre-requisites-Jira side – Connecting Halo to Jira – Pre-requisites-Jira side – Syncing To Jira – Manually linking a ticket to an existing Jira issue – Send a Ticket to Jira – Managing linked issues – Syncing Updates back to Halo – Monitoring […]

End-User Closure Confirmation

This guide details how to make use of end-user closure confirmation functionality. Sometimes, you may find that your agents have closed a ticket before the end-user was happy that the matter had been addressed. Well don't worry – Halo has you covered.  Halo allows the option to enable 'End-User Closure Confirmation', which can be found […]

ADFS Integration

In this guide we will cover: – Requirements – Adding a Replying Party Trust – Creating Claim Rules – Adjusting the Trust Settings – Configuring Halo Requirements To use ADFS to log in to your Halo instance, you need the following components: An Active Directory instance where all users have an email address attribute. A […]

Microsoft TeamsBot

In this guide we will cover: – What is the Microsoft TeamsBot Integration? – Installing the Bot – Halo Configuration – Using the Bot – IPs for Whitelisting – Protocol and Ports What is the Microsoft TeamsBot Integration? The TeamsBot can be integrated with Halo to trigger Halo actions from a Teams chat. Installing the […]

Organisation Basics

How to configure your basic organisation features within Halo. To setup your organisation, you must go to the configuration console and select the "Organisation" module: You will see the option here to enable multi-tenancy, but to start with we'll just use a single organisation. Click 'Configure My Organisation' to access the details. The first section […]

Customer, Site and User Records

In this guide we will cover: – Customers Area – Creating a New Customer – Changing Tab Layouts – Tabs Against Customer/Sites/Users – Customer Lists Admin Guides: General Settings (Users) Related Guides: Asset Import – CSV/XLS/Spreadsheet Method Billing Rules (Formerly Billing Plan Combinations)    Creating an Agreement/Recurring Invoice for a customer  Creating Quotations  Document Management […]

Emailing Users

In this guide we will cover: – Creating an Email User Action – Using the Email User Action – Standalone Emails – Standalone Emails – Replying to a Specific Action Admin Guides: Actions Email (General Settings)  General Settings (Tickets) Related Guides: Actions $-Variables (Dollar Sign Variables) Creating an Email User Action It is likely your […]

Application Colour and Theme

You can customise the colour, logo and page size for your Halo. This can be done globally throughout the system, or you can allow each agent to also change their colour. This gives you a Halo look all of your own! Agent Settings Click on your profile picture in the top right (or initials icon […]