Customising Ticket Views in Halo

In this guide we will cover: – An Overview of Viewing Tickets – Levels of Filtering and Customising the Ticket View  An Overview of Viewing Tickets There are various customisation options in Halo to organise where different tickets show and how agents can view them. Allowing you to configure your service desk to be optimal […]

Tax Rates

In this guide we will cover: – What are Tax Rates? – Configuring Tax Rates – Composite Tax – Tax Rate hierarchy Admin Guides Tax Rates Related Guide Tax Code Types Tax Rules Xero Integration QuickBooks Online Integration What are Tax Rates? A Tax Rate is a percentage charge applied per billable Item on invoices.  […]

Create Knowledge Base Articles using files/documents

In this guide we will cover: – Enable Document Based Knowledge Articles – Create Document based Knowledge Articles – Searching on Document Articles – Updating Document Articles Functionality outlined in this guide is available as of v2.218+. Knowledge base articles in Halo can be created by uploading a document/file to the knowledge base. The contents […]

Runbook Level Variables

In this guide we will cover:  – What are Runbook Level variables?  – Creating Runbook Variables – Configuring Variables – Worked Example Related Guides:  Custom Integrations/Runbooks Custom Integrations What are Runbook Level Variables?  When obtaining data from the API chances are you are not going to want the entire response body, but only particular parts of […]

Call Scripts

In this guide we will cover: – What are Call Scripts? – Creating a Call Script – Question Types – Choosing and Following a Call Script Administrator Guides: Call Scripts Related Guides: Call Management What are Call Scripts? Call scripts are a series of questions used to guide agents through a dialogue when on call […]

Custom CSS in the Self-Service Portal

In this guide we will cover: – Adding CSS – How to customise the look of your Self service portal using CSS – Customisation Examples Various options are available to allow you to customise your end user portal. These can be set and adjusted easily in the UI. This includes changing elements such as your […]

Sales Mailboxes – Google

In this guide we will cover: – What is the Sales Mailbox Integration? – Create a New Sales Mailbox Connection – Using Sales Mailboxes – Setting Overrides In this guide we will cover how to setup Sales Mailboxes using Google mailboxes. For information on setting up using Azure mailboxes, checkout Sales Mailboxes – Azure. The […]

Log Retention

In this guide we will cover: – What Logs Halo Stores and for How Long Related Guides: Backend Service Monitoring Redact Sensitive Audit Logs on a Ticket Redacting Card and Social Security Numbers (SSNs) What Logs Halo Stores and for How Long This table covers the basis of the most commonly referenced logs within the […]

Maintenance Windows

In this guide we will cover: – What are Maintenance Windows  – Enabling Maintenance Windows  – Environments  – Calendar view  Related guides:  Change Management  What are Maintenance Windows Maintenance Windows are a scheduled 'Window' of time for changes and updates to occur without causing as great of an impact.  Note: This feature is dependent on […]

Allow Suppliers to use the Portal

In this guide we will cover: – Why allow Supplier Contacts to access the Portal? – Creating Supplier Users – Viewing Tickets in the Portal – Viewing Documents and the Knowledge base in the portal Why allow Supplier Contacts to access the Portal? Supplier contacts in Halo can be allowed access to the end user […]