Co-Managed IT

In this guide we will cover: – What is Co-Managed IT? – How to set up a Co-Managed agent – How tickets can be passed between co-managed and normal agents  – Restricting FAQ list and reporting access – Worked Example What is Co-Managed IT? Co-Managed IT allows for collaborative IT management, in which a businesses' […]

Tracking Sales Metrics

In this guide we will cover: – Creating a Dashboard – Creating Widgets – Dashboard Configuration – Global Settings – Side Menu Dashboards – How to Set Dashboard Defaults Admin Guides:  Dashboards Reporting General Settings Agents Related Guides: Reports and Scheduling Halo In-App Dashboard  Creating a Dashboard In this example, we're going to create a […]

Tracking Opportunities

In this guide we will cover: – Column Profiles – Opportunity Lists – Opportunity List Groups – Kanban Pipeline Views Related Guides: Column Profiles Ticket Views Pipeline Stages Once Opportunities are logged in the system, tracking their progress and value becomes essential for any effective sales operation. This guide walks through the key features available […]

Product Price Overrides

In this guide we will cover: – How to Set Price Overrides for a Product – Examples For each Product in Halo, the price and cost can be set to change dynamically based on who is purchasing the item and/or the supplier providing it. More specifically: The supplier the item is being purchased from The […]

Emails with New Ticket Hyperlinks

In this guide we will cover: – Sending Specific URLs – Prefilling Form Data using URLs Sending Specific URLs When sending an email to a user that contains a hyperlink to the portal you can send them to a specific page on the portal by simply copying the URL for the specific page. For example […]

Dynamic Field/Value Visibility

In this guide we will cover: – What Is Dynamic Field Visibility? – Configuring Dynamic Field Visibility  – What Is Dynamic Field Value Visibility? – Configuring Dynamic Field Value Visibility What Is Dynamic Field Visibility? Dynamic field visibility is the process of making the visibility of a whole field dependant on the value of another […]

Agent Work Hours

In this guide we will cover: – What are workdays/work hours used for? – Configuring Workdays – Assigning Work hours What are workdays/work hours used for? Workdays/work hours in Halo are used for service level agreement tracking and agent time tracking. Workdays and working hours are assigned to SLAs to determine if the SLA timer […]

Important Users/Customers

In this guide we will cover: – Marking a Customer as Important – Configuring VIP Popups – Ticket Rules with Important Customer/User – VIP Users as Site Contacts Admin Guides: General Settings (Users) Related Guides: Customer, Site and User Records    Customer Relationships Setup Ticket Rules Marking a Customer as Important In the Customers area, […]

Automating Product Changes and Updating Recurring Invoices

In this guide we will cover: – Enabling Recurring Invoice Product Changes – Updating Product Names – Previous Value Matching – Force Changes without Value Matching – Bundled Product Updates Admin Guides: Items & Stock Control Recurring Invoices Related Guides: Recurring Invoices Enabling Recurring Invoice Product Changes  In Configuration > Items and Stock Control > […]

Workflow To-Do Automation

In this guide we will cover: – All To-Do list items completed – To-Do list group completed Admin Guides: Workflows Related Guides: To-Do Lists To-Do lists and To-Do list groups can be used as a trigger to move to another workflow step. In Configuration > Tickets > Workflows, select the workflow you wish to add […]