Customising the Navigation Menu in Halo

In this guide we will cover: – Ticket/ Navigation Areas – Configuring Ticket Areas – Navigation Menu Layout – Creating Navigation Profiles for Other Entities – Override the Screen Layouts Per Agent – Creating a Custom URL Navigation Module – Setting the Module in the List – Opening in a New Tab Admin Guides:  Areas Advanced Settings Tickets […]

Importing Quotation Lines via XLS

In this guide we will cover: – Creating an XLS Profile – Enabling Quotation Line Imports – Importing New Lines – Updating Existing Lines Quotation lines can be imported and updated from an XLS file. Creating an XLS Profile First, we will need to create an XLS profile, which essentially maps the fields on the […]

Automatic HTML Additions to Reporting

In this guide we will cover: – Example of Automatic Additions – List of Column Names Automatic HTML additions can be added to reports to apply hyperlinks within certain columns.  Example of Automatic Additions Halo supports the addition of hyperlinks on rows without the need for writing custom HTML for the report. The links are […]

Execute Automation Runbooks from the Chatbot

In this guide we will cover: – Introduction – How to trigger a Runbook from the chatbot – Use Chat Data in a Runbook – Keep the User updated on Runbook progress – Auditing the Runbook – Restrict the chat progress based on Runbook Result message Related Guides:  Chat Bot and Chat Profiles Virtual Agents […]

Custom Field Value Storage

In this guide we will cover: – Enabling the New Value Storage Method – Selecting a Storage Method – Differences Between the Two Enabling the New Value Storage Method The new value storage method can be enabled within Configuration > Advanced Settings > Performance section, by enabling the following checkbox. Note: This method will only […]

Live Chat in Halo

In this guide we will cover: – What is Live Chat in Halo? – Starting Live chat – The Chat Area – Translating Live Chat – Waiting for Live Chat Agents  – Abandoned Live Chats – Reporting on Live Chat – Allowing Attachments in the Live Chat – Virtual Agents – Triggering Webhooks From Chat Admin […]

Licences/Subscriptions Overview

In this guide we will cover: – The Difference Between Licences and Subscriptions – Adding Licences/Subscriptions to Customers – Linking Licences/Subscriptions to Assets – Assigning Licences/Subscriptions to Users – Automatic Billing Quantities  – Viewing Change History – Adding Attachments – Handling Licence & Subscription End Dates Related Guides: Custom SQL Query for Licence/Subscription Count on […]

Site Contacts

In this guide we will cover: – Creating a Site Contact – Site Contact Types – Setting Site Contact Access Level – Logging Tickets on Behalf of Others within the Site – Notifications for Site Contacts Admin Guides: Site Contact Types Related Guides: Customer, Site and User Records  Sites Site contacts can be assigned to […]

Charge Type Overrides Explained

In this guide we will cover: – Charge Type hierarchy – Setting Locations – Overriding the Rates used for Charge Types Charge types can be defaulted in various places to have the charge type change based on the ticket an action is being logged on, the action that is being logged and the agent that […]

Supplier Contacts/Users

In this guide we will cover: – Creating Supplier Users – Importing Supplier Users – Logging to Supplier Users – Supplier Portal Access Admin Guides: Suppliers Related Guides: Asset Import – CSV/XLS/Spreadsheet Method Suppliers in Halo Supplier users can be used as contacts of a ticket, and can be given access to tickets they are […]