Ticket Dashboards

In this guide we will cover: – Overview and Benefits – Creating your Dashboards – Creating Widgets – Dashboard Configuration Overview and Benefits Ticket Dashboards are an alternative way to view your ticket lists and various other important areas of Halo, such as custom tables and in-depth details of tickets. Ticket dashboards are like global […]

Project Templates

In this guide we will cover: – How to create a new Project Template – How to add To-Do Lists and Tasks to a Project Template – How to add Child Tickets (Project Tasks) to a Project Template – Adding Creation Rules to Child Templates – Setting The Child Template to a Read Only State […]

How to Deal with Out of Office Automatic Replies from customers

In this guide we will cover: – How to ensure out of office/automatic replies from users do not update the status of tickets Associated Configuration settings Guide: Email (General Settings) To prevent out of office replies from updating tickets, there is a setting you can turn off. If you go into Configuration > Email > […]

To-Do Lists

The following video is by Renada Elegant Solutions, one of our onboarding partners. This video covers setting up to-do lists, attaching them to tickets manually and also attaching pre-configured to-do lists by matching a ticket rule and applying a ticket template with a to-do list attached. The other more complicated setup explained in this guide, […]

Agent and User Impersonation

In this guide we will cover: – How to impersonate agents and users – Multi-Tenancy Portal Section when impersonating Users (v2.230.1+)  How to impersonate agents and users Agent and user impersonation can be enabled in advanced settings: Fig 1. Allow user/agent impersonation This will add a button to the agent and user details screens to […]

Custom Fields

In this guide we will cover: – What are custom fields? – Creating a new Custom Field – Displaying Custom Fields  – Setting Validation for Date fields – Access Control – Using Variables in Custom Fields Admin Guides: Custom Fields What are custom fields? Custom fields can be used to collect and store additional information […]

Importing Additional Fields via CSV

In this guide we will cover: – How to find the API Name of a field – Worked Example – Including the Reference in Client Imports Halo provides a series of example import sheets that can be used to import your data from a spreadsheet. However, you may find the need to import/bulk update extra […]

Automated Tickets

In this guide we will cover: – What are Automated Tickets used for? – Configuring Automated Tickets Admin Guides: Automated Tickets Related Guides: Automated Tickets – Next Call Date What are Automated Tickets used for? Automated Tickets are created with the purpose of prompting relevant Agents of events such as: Agreements commencing/expiring. Customers Next call […]

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 […]

Custom Integrations/Runbooks

In this guide we will cover: – Building blocks of runbooks  – Log a Ticket when a Runbook Fails – Runbook Statistics – Worked Example  – Actions that can be completed through the API – Using Previous output variables in subsequent steps Creating a New Runbook To create a runbook head to Configuration > Integrations […]