Time Tracking

In this guide we will cover: – Logging Time on an Action – Adding Quick Time – Deleting Time Entries – Viewing Your Timesheets – Triggering Rules from Time Taken – Charge Type field on Quick Time Configuration Setting Guides: Time Management Fig 1. Time Management Configuration Module. Time tracking is a function to monitor how […]

Connectwise RMM Integration Guide

In this guide we will cover: – What is the ConnectWise RMM Integration? – Connecting Halo to ConnectWise – Site Imports – Asset Imports – Alerting – Syncing Data What is the ConnectWise RMM Integration? The ConnectWise RMM Integration can be used to connect your Halo instance to your ConnectWise asset management tool; allowing you […]

Halo Accounts Integrator Setup

In this guide we will cover: – Setting up the API Application The Halo Accounts Integrator is required to integrate with the following Accounting Software/Tools: Sage 50 UK – The Account Integrator has been updated to be compatible with Sage UK v32 (2026). Sage 50 Canada QuickBooks Desktop (All regions) The Halo Accounts Integrator must […]

Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)

                                                                           In this guide we will cover: – Default Ticket Type Assignment Options – Global Ticket Settings – Options Shown on New Ticket Screen/New Actions – Agent Statuses, Ticket Statuses and Teams – Qualification Matching – Load Balance per Ticket Type – Load Balance per Agent – Load Balance per Team – Load Balance Re-Opened Qualified […]

My Account

"My Account" is the hub which allows you find all information around you, your preferences and your account from any page within your instance.   To access "My Account", you can navigate via any page by clicking the "Profile Icon" in the top right of the page, then clicking "My Account". This will open up the […]

Atera RMM Integration

In this guide we will cover: – What is the Atera RMM Integration? – Connecting to Atera – Importing Customers – Import Assets – Import Assets and Customer data automatically – Alerting What is the Atera RMM Integration?  This integration allows you to import customer and devices (assets) from Atera RMM into Halo, as well […]

User Management

Managing your users in Halo is simple. Your users are each listed under their client, then a site (also known as a location). These are the two containers which separate them. You can view the lists of users at any level. From any client/site screen or the customer screen you can view all of the […]

Okta Integration

In this guide we will cover: – What is the Okta Integration? – Connecting Okta in Halo – Creating an API Token in Okta – Creating an Application in Okta – Mappings and Configuration – Configuring Okta SSO What is the Okta Integration? The Okta integration can be used to map Okta groups to Halo […]

Missing or Deleted Tickets

In this guide we will cover: – Why can't I access a Ticket? – Recovering Deleted Tickets – Preventing Agents from Deleting Tickets Why can't I access a Ticket? The below screen indicates a ticket that cannot be accessed. Fig 1. Inaccessible Ticket. There are a variety of reasons as to why this may be […]

Manually Creating a Ticket

How to add tickets manually. Related Articles: Ticket types Custom Fields Permissions As well as emails generating tickets and users logging on the end-user portal, you can also raise them manually. The new ticket button shown on the far left of the below image, can be added using the advanced setting in Configuration > Advanced […]