Users

In this guide we will cover: – What are Users? – User Settings – Importing Users – Customising the User Profile What are Users? Users in Halo are the people raising the tickets. They are the requestors rather than the people resolving the tickets (those people would be referred to as agents/technicians in "Halo terminology"). […]

Followers and Following Tickets

In this guide we will cover: – What is following a ticket – How Agents can follow a ticket – How End Users can follow a ticket  What is following a ticket? Following a ticket BCCs your agent email address onto any email correspondence from the ticket. This was originally created to ensure that when […]

Notifications

In this guide we will cover: – Notification Configuration – Notification Types in Detail – Adding Agents to an Agent Notification – List of Notification Triggers – Setting up a Personal Notification – Agent Level Settings – Access Control – Incomplete Timesheet Notifications – Notification Acknowledgements – Notifications on a Workflow Step – Do Not […]

Departments and Teams

                                             In this guide we will cover: – How to create a new Department and Team Admin Guides Departments Teams Creating a new Department and Team To access Departments & Teams, the best place to start is your Organisation settings. For this, navigate to Configuration > Organisation and click 'Configure My Organisation'. From […]

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 – Configuring Agent profiles – Bulk Updating Agents Configuration settings Guide: Agents How to create Agents In the previous guide, we configured our Organisation which included creating Departments & Teams. The last step was to add our Agents as members to the relevant team, […]

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 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 can […]