SLA Overrides

SLA's can be used in Halo to track the contractual agreement between the client and company for response and resolution times of service desk tickets. To visualise the hierarchy of this, the below bulleted list gives the outline of where an SLA Override is set. To begin this explanation, it is important to understand the […]

Surcharges

In this guide we will cover: – Using Surcharges – Enabling & Creating Surcharges – Selecting the Surcharge to Apply for a Client – Surcharges in Action – Set Surcharge Limit Admin Guides: General Settings Using Surcharges Before we look into configuring Surcharges, lets make sure we understand how Surcharges work. There are two primary […]

Workflow Runbook Automations

In this guide we will cover: – Configuring the Automation – Use in a Ticket Admin Guides: Workflows Related Guides: Custom Integrations/Runbooks Modifying and Adding Workflows Configuring the Automation To go to the workflow you want to apply a runbook automation to, go to Configuration > Tickets > Workflows > click into the workflow of […]

Populating Invoice Lines from $-Variables

In this guide we will cover: – Populate Labour line description – Populate Items Issued line description – Populate Items on recurring invoice line description – Populate Invoice consignment line description – Populate Sales order and Pro-rata line descriptions Configuration Setting Guide: Billing General Settings Invoices can be created from a variety of places. As […]

Project Billing – Milestone Billing

In this guide we will cover: – What is Milestone Billing? – Enable Milestone Billing – Bill based on the value of the milestone – Bill based on the actions completed within the milestone – Bill Milestones using products (deprecated functionality) What is Milestone Billing? Milestone billing allows you to bill project work in Halo […]

Agent Statuses

In this guide we will cover: – Making Agent Statuses – Changing Agent Statuses Manually – Changing Agent Statuses Automatically – Logging Changes – Mentioning Agents – Re-Assigning to Agents – Status for Live Chat – Agent Idle Timeout Admin Guides: Statuses Related Guides: Agents Appointments Chat Bot and Chat Profiles  Distributing Tickets in Halo […]

Article Restrictions

In this guide we will cover: – Restrict FAQ List by User Role – Restricting Access to Individual Articles  – Viewing Article Access – Remove the Agents' Ability to Edit Articles – Publishing Articles Using Unique Links Restrict FAQ List by User Role FAQ lists can be restricted based on different user roles. The default […]

Sage Canada 2023

The link below returns a version of the Accounts Integrator that should work for Sage Canada 2023. This will not work for any previous version of Sage Canada – other account platforms should be fine. https://s3.nethelpdesk.com/ftp/HaloAccountIntegratorSageCA2023.zip 

SAML 2.0

In this guide we will cover: – Key Terms – Understanding the Login Flow – Exchanging Metadata – Configuring the IdP – Debugging a SAML Issue This guide aims to help understand Halo's SAML 2.0 integration. This document focuses mainly on versions past 2.104.1 as many new features were added in this version. Some references […]

Creating a Project From a Sales Order

In this guide we will cover: – Applying templates to products – Adding additional sales order lines to a project – Adding milestones to projects – Adding budgets to projects – Linking Purchase orders to Projects In this example, we will look at how Projects can be raised directly from Sales Orders. The mechanism behind […]