Contents of AI Guides

In this guide we will cover: – Summary – AI Guides Summary Halo provides various AI features to help you integrate AI into your standard operating procedures. If you are looking at using AI in your Halo instance but you are not sure where to start, read the following overviews on the AI functionalities we […]

AI Acknowledgement Emails

In this guide we will cover: – Using AI to Generate Acknowledgement Emails – Adding an AI response to a template Related Guides: Boost Ticket Processing using AI Using AI to Generate Acknowledgement Emails AI can be used to send out acknowledgement emails when a ticket is logged. This can be set per ticket type. […]

UserWay Integration

In this guide we will cover: – What is the UserWay Integration? – Enabling UserWay on the Self Service Portal – Enabling UserWay on the Agent Application  What is the UserWay Intgration? UserWay is an accessibility tool which can be integrated with Halo on the Self Service Portal and the Agent Application.  Enabling UserWay on […]

Project Setup Wizard

In this guide we will cover: – What is the Project Setup Wizard? – Creating Projects – Creating Project Tasks What is the Project Setup Wizard? The Project Setup Wizard is a tab available on Quotations and Sales Orders to directly create a custom project setup based on products that have been added to them. […]

Advanced Agent Restriction

In this guide we will cover: – What are Departments? – What are Teams? – What are Roles? – Restricting Administrator Access – Restricting Reporting on Tickets – Build Permissions without Administrator Access Admin Guides: Agents  Departments Roles  Teams Related Guides: Access Control  Departments Roles Teams This guide outlines how Agents, including those with the […]

Acknowledgement Email Hierarchy

In this guide we will cover: – Acknowledgement Email Flow – Setting locations – Additional Settings to Consider There are various places in Halo to set whether an acknowledgement email is sent out to a user. This allows you to automate who receives an acknowledgement email.  Acknowledgement Email – An email sent out to user(s) automatically […]

Kaseya VSA X Integration

In this guide we will cover: – What is the Kaseya VSA X Integration? – Connecting to Kaseya VSA X – Customer Imports – Asset Imports – Alert Webhooks – Syncing with the Halo Integrator Related Guides: Kaseya VSA Integration What is the Kaseya VSA X Integration? Kaseya VSA X can be integrated with Halo […]

Creating Users

In this guide we will cover: – What are Users? – Creating Users Manually      – Customers Area      – New Ticket Screen      – New Call Screen      – Changing End-User      – Converting from an Opportunity – Creating Users via Portal Registration – Create Users from Anonymously Logged […]

Major Incident Management

In this guide we will cover: – What is a Major Incident? – Tha Major Incident Console – Identifying a Major Incident – Logging a Major Incident Ticket – Actioning the Major Incident Ticket – Resolving and Closing the Major Incident What is a Major Incident? A Major Incident is effectively an Incident that is […]

Vector Search Databases (for AI Search)

In this guide we will cover: – What is a Vector Search Database? – Indexing – Vector Search Database Options What is a Vector Search Database? A vector search database is a database that is designed to store and search embeddings.  Embeddings – Numerical representations of data used to find items that are semantically similar. […]