Advanced SLA Settings

In this guide we will cover: – Preventing the Priority of a Ticket Being Edited – Extending/Delaying Response and Resolution Targets – Justifying a Breached Target – Override SLA Targets with Ticket Fields (Ad-hoc SLA) – Re-setting the Respond by Target after an Event – Setting Multiple SLA Response Targets Associated Guides: Service Level Agreements SLA […]

Configuring a Co-Managed Support Setup

In this guide we will cover: – Permissions – Allocating Tickets to their Respective Teams – Granting Access to Certain Actions – A Summary of the Setup – Agent-Level Client Restrictions Tab Admin Guides: Agents Roles Related Guides: Ticket Rules Ticket Areas Ticket Groups If you are looking to configure a co-managed support model, then […]

Making Dashboards Available to Users on the Self-Service Portal

In this guide we will cover: – Sharing a Dashboard to the Portal – Publishing a Dashboard Sharing a Dashboard to the Portal Configuration > Reporting > Dashboards > *Click New*  When configuring an in-app dashboard Fig 1. Dashboard Type You can use the User Access tab to determine who can see the dashboard on […]

Agent Notifications for Errors in the Halo Integrator/Email Processing

In this guide we will cover: – How to enable notifications, per agent, when there are errors in the Halo integrator or email services Agents can receive error notifications for Outgoing and Incoming emails as well as the Halo Integrator by using these settings located at Agent > Preferences > Notifications: Fig 1. Enable notifications […]

Additional Agents

In this guide we will cover: – What are Additional Agents?  – Configuring Additional Agents – Updating Additional Agents – Adding Additional Agents to a Column Profile – Notifications – Adding Additional Agents to an Appointment What are Additional Agents?  If there are multiple agents working on a ticket, the agents that are not assigned but […]

Configuration Change Tracking and Instance Pipeline Management

Overview This comprehensive guide covers configuration management in Halo, including: Enabling and tracking configuration changes Managing changes between UAT and Production environments Rolling back changes when needed Synchronizing instances Pipeline Discipline: Essential Knowledge (critical rules for pushing changes safely) Importing and exporting configurations Getting Started: Enabling Configuration Tracking Before using configuration tracking features: Navigate to […]

Creating a Report From an Action

In this guide we will cover: – 'Generate Report' System Use – Use on a Ticket – Filtering the Report with Variables 'Generate Report' System Use To create a report in a ticket you can use an action with the system use 'Generate Report'. When creating an action (Configuration > Tickets > Actions > Details) […]

Connecting Halo to BI Tools: Publish Profiles & Direct Database Access

In this guide we will cover: – Creating a Publish Profile – Adding the Report – Connecting to Postman (Bearer and Basic Auth Method) – Connecting to Power BI – Upload Scheduled Reports to SharePoint Creating a Publish Profile On the "Availability" tab of reports there is a checkbox for publishing reports. The "Scheduled Emails" […]

Etilize Integration

In this guide we will cover: – What is the Etilize Integration? – Setting up the Etilize Catalogue – Adding Etilize Items to Quotes/Sales Orders/Purchase Orders What is the Etilize Integration? Etilize can be integrated with Halo to bring in a catalogue of items to add into quotations. Setting up the Etilize Catalogue There are […]

AI Report Builder

In this guide we will cover: – What the AI Query Builder is – Writing a Prompt Admin Guides: General Settings (Reporting) Related Guides: Charts and Graphs in Reports Halo In-App Dashboard Reports and Scheduling Report Builder Report Data Sources What the AI Query Builder is The report builder uses an AI Assistant utilising the […]