Importing Data

                                                                                          In this guide we will cover: – Spreadsheet templates for imports – How to complete an import – Importing Data to Specific Fields – Finding Errors When Importing Spreadsheet templates for imports How to import data into the relevant areas of your system. Importing data via a spreadsheet allows you to create […]

Menu Buttons

In this guide we will cover: – List of Menu Buttons – Creating Menu Buttons – Customising Menu Buttons – Show on Navigation Bar Setting Admin Guides:  Self Service Portal List of Menu Buttons Menu buttons allow you to build out the functionality of your Self Service Portal and compose of all the features end-users […]

Drag and Drop Tickets Onto a Calendar to Create Appointments

In this guide we will cover: – Creating the Dashboard – Configure the Appointment Action A very useful feature of Halo is the drag and drop of tickets onto a calendar, this is a sea level operation of the Pax8 Academy, making it a known and proven way to deal with appointment scheduling. This feature […]

Agents

In this guide we will cover: – How to create agents in Halo – Configuring Agent profiles – Bulk Updating Agents Associated Admin Guides Agents How to create Agents in Halo In the previous guide, we configured our Organisation which included creating Departments & Teams. The last step was to add our Agents as members […]

Email Templates

In this guide we will cover: – Editing System Email Templates – Custom Email Templates – Message Groups – Email Template Groups Admin Guides: Email Templates Related Guides: Message Group Overrides Email Templates are used to send a pre-formatted email. They are used as part of Email Automations and can be configured to be sent […]

Timesheet Approvals

In this guide we will cover: – Enabling Timesheets and Timesheet Approvals – Adding a Manager to Approve – Approval/Rejection – Approve For The Week – Rejection Emails – Holidays Associated Admin Guides: Time Management Holiday Management Workdays Email Templates This guide details how to configure timesheet approvals and their use. It also details how you […]

Email Rules

In this guide we will cover: – Creating a new email rule – Email rule types (including asset/user matching)  – Integration email rule types – Setting email visibility using a rule Associated Admin Guide Email Rules Creating Email Rules In the Halo platform, you can set Email Rules to specify different outcomes based on criteria […]

One-Click Feedback

In this guide we will cover: – Ticket Closed Email Template – Edit link option for image within Email Template – Setting bounds for feedback variables – Functionality for an End-User Clicking on an Image – Feedback Configuration options – Preventing false feedback (from email link scanners) One-Click Feedback is a simple, fast means of […]

Time Tracking

In this guide we will cover: – Logging Time on an Action – Adding Quick Time – Deleting Time Entries – Viewing Your Timesheets – Triggering Rules from Time Taken (v2.200.1+) – Charge Type field on Quick Time Associated Admin Guide: Time Management Fig 1. Time Management Configuration Module. Time tracking is a function within Halo […]

Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)

                                                               In this guide we will cover: – Default Ticket Type Assignment Options – Global Ticket Settings – Options Shown on New Ticket Screen/New Actions – Agent Statuses, Ticket Statuses and Teams – Qualification Matching – Load Balance per Ticket Type – Load Balance per Agent – Load Balance per Team – Load Balance Re-Opened Qualified […]