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 […]

Creating Users

In this guide we will cover: – What are Users? – Manual Creation      – Customers Area      – New Ticket Screen      – New Call Screen      – Changing End-User      – Converting from an Opportunity – Portal Registration – Email Matching – CSV/XLS Import – Integration Import Admin […]

Major Incident Management

In this guide we will cover: – What is a Major Incident? – 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 a very high priority issue, […]

Knowledge Base Article Feedback

In this guide we will cover: – What is Article Feedback? – Allowing Article Ratings – Enabling the Comments Box – Using a Ticket Type to Receive Feedback – Tracking Feedback What is Article Feedback? Article Feedback can be left by either Agents or Users on an Article through an upvote/downvote system, alongside the option […]

Start to Finish: Service Requests

In this guide we will cover: – What is a Service? – Creating a Ticket Type or Ticket Template – Creating Custom Fields – Creating an Approval Process – Creating a Workflow – Adding the Service to the Service Catalogue – Showing the Service on the Self-Service Portal – Logging a Service Request Admin Guides: Services […]

Custom Integrations

In this guide we will cover: – What are Custom Integrations? – Creating a Custom Integration – Custom Integration Methods  – Executing Custom Integration Methods – Runbooks What are Custom Integrations? Custom Integrations in Halo are used to authenticate access and execute requests to other APIs. This allows you to integrate your Halo instance with […]

Asset Meters

In this guide we will cover: – What are Asset Meters? – Setting up Asset Meters – Taking Meter Readings – How to bill for Asset Meters  What are Asset Meters? Meter billing in Halo allows you to bill customers for a product/service based on their usage of it, with the price changing dynamically based […]

API Applications with Organisation access

Enable Multi-tenancy so that you can create multiple organizations Create departments within the organizations. These departments will be assigned to your API Agents. Create an Agent and enable the setting for "Is API Agent", then assign them access to a department from the correct organization Go to the customer records that should be part of […]

Troubleshooting API Errors

In this guide we will cover: – What are API errors  – How to obtain and interpret API errors in Halo – HTTP Status Codes – Error Examples in Halo In this guide we will cover what each of the HTTP status codes and API error codes means in the context of Halo and how […]