Service Users
In this guide we will cover: – What are Service Users? – Bulk Updating Service Users (v2.198.1+) – Importing Service Users from CSP – Excluding Service Users from Automatic Billing – Service User Pop Ups – Service User Ticket Rule Criteria – Service User Dynamic Distribution List Criteria What are Service Users? Service users are […]
Manually adjusting billable time and re-calculating billing for labour
In this guide we will cover: – Manually adjusting billable time on actions – Set who can re-calculate billing – Recalculating Billing – Excluding actions from re-calculate billing As agents complete actions/time on tickets, this time spent (labour) will bill the customer automatically in line with their billing rules. The way in which an action […]
Acronis Integration
Acronis have provided the following PDF for the configuration of this integration. For any questions, please direct these to Acronis support. Acronis Documentation
Risk Scoring
In this guide we will cover: – Enable Risk Scoring – Risk Scoring Using a Single Select – Risk Scoring Using a Calculation Related Guides: Change Management Custom Fields Risk scoring works by calculating a score based on custom fields on a ticket, and can be a useful tool within a change management process to […]
Bills
In this guide we will cover: – What are Bills? – Creating a Bill – Generating a Bill PDF Related Guides: Xero Integration What are Bills? Bills are essentially a purchase order invoice within Halo. They allow you to create an invoice in relation to a purchase order for any payments you are expecting to […]
Ticket Suggestions- without the use of AI
In this guide we will cover: – What are ticket suggestions? – The Logic behind ticket suggestions – How to configure ticket suggestions without the use of AI – Using ticket suggestions This functionality is available from v2.192+ What are ticket suggestions? Ticket suggestions in Halo can be used to advise your agents on values […]
Admin Mode
In this guide we will cover: – What is Admin Mode? – How to Configure Admin mode – Using Admin mode – Notify the agent when admin mode is activated on their account What is Admin Mode? Admin mode allows you to restrict administrator accounts so they are not granted admin privileges immediately upon login, […]
Notification Templates
In this guide we will cover: – Editing Notification Templates – Using Notification Templates Admin Guides: Notification Templates Related Guides: Notifications Notification templates are used to edit the way that notifications appear if not using an email/SMS template. These are built-in to the system, and new ones cannot be created as these correspond with the […]
Navigating the Self-Service Portal (For End Users)
In this guide we will cover: – Home Page – Customising User Preferences – Logging Tickets – Viewing Tickets – Requesting Services – Viewing and Approving Quotations – Viewing Dashboards – Viewing Assets – Viewing Agreements/Contracts – Viewing Invoices – Navigating the Knowledge Base This guide will cover an outline of how users can navigate […]
Creating Invoices
In this guide we will cover: – Ad-Hoc Invoicing – Invoicing from an Opportunity/Ticket – Invoicing from a Recurring Invoice – Automated Quantity Billing – Labour Billing There are multiple different methods to invoice customers within Halo, and this guide will walk-through how each works. Ad-Hoc Invoicing Note: This is the simplest method of doing […]
