Problem/Resolution Finder

In this guide we will cover: – What is the problem/resolution finder? – Using the Resolution Finder – The Logic behind the Problem/resolution finder – Configuring the Resolution finder What is the problem/resolution finder? To optimise incident and problem resolution, similar previous and related cases (tickets) can be used to assist agents in resolving current […]

Call Pop-Up for Microsoft Teams

In this guide we will cover: – Configuring the Teams Admin Centre – Configuring each User Admin Guides: General Settings (Call Management) Related Guides: Call Management Microsoft Teams Integration This guide takes you through how to configure Microsoft Teams to launch the Halo call screen when answering inbound calls from Teams. Configuring the Teams Admin […]

Agent Forwarding and Email Updates

Setting up agent forwarding so your agents can update tickets from their email clients. Related Articles: Notification setup Setting up a mailbox       There are options to forward end-user emails sent directly to your ticket queues from your agents' personal emails. There are also settings to customise their behaviour once forwarded in. By default agent […]

Using Dollar Variables in Actions

Using $-variables to customise the information sent to end-users and displayed to agents. Related Articles: Email settings Creating and customising Actions Custom Fields Ticket fields Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no replacement of them if this […]

Embedding your Halo Self-Service Portal into Microsoft Teams

In this guide we will cover: – What is Embedding the self-service Portal into Microsoft Teams? – Part 1 – Embed your Halo Portal into Teams – Part 2 – Configure Automatic Sign in – Error Troubleshooting What is Embedding the self-service Portal into Microsoft Teams? Embedding your Halo self-service portal into Microsoft Teams allows […]

Modifying and Adding Workflows

How to create or change a workflow to guide the flow of work your agents perform. Related Articles: Actions Teams Ticket Types In this guide we will cover: Amending/Adding Workflows Adding a Closure Approval Step Automation Actions Integration Runbook Action Adding Agent/ User Restrictions on Actions Workflow Specific Actions Admin Guides Workflows Related Guides Access […]

Project Management in Halo

An explanation of how you can start using projects and their basic features in Halo. Related Articles: Ticket types Actions Parent and Child Tickets The projects ticket area is used for internal, longer term changes or general projects with multiple milestones and stages if required. Projects have several features that can assist in the monitoring […]

Invoicing Explained

In this article we will cover: – Enabling Billing from Halo – Adding a Recurring Invoice – Contacts and Automation – Creating Invoices manually – Deleting and Editing invoices  – Third Party Accounts Systems This guide assumes you have configured the required billing entities already (e.g. for the case of labour billing, you have set […]

Altering Ticket Types

In this guide we will cover: – What are Ticket Types?  – Creating a Ticket Type Admin Guides: Ticket Types Related Guides: Modifying and Adding Workflows Service Level Agreements (SLAs) Statuses Note: We cover a lot of the most used settings in this guide, but there are a lot more options. For detail on what […]

Creating Agents and Editing Agent Details

Instructions on modifying Agents Related Articles: Departments, Teams and Roles Permissions Areas             To create a new agent manually, head to Configuration > Teams and Agents > Agents and press "New".  Alternatively you can allow agents to create their own accounts using the Invite button and filling in the popup. When creating your […]