How to Configure Timesheets

In this guide we will cover: – Key Settings – Add Fields to Time Logging screen – Set Warning if Time Taken on Action Exceeds a Set Amount of Time – Setting Target Hours and Holidays – Timesheet Approvals – Incomplete Timesheets Notifications Admin Guides: Time Management Related Guides: Timesheet Approvals  Time Tracking What are […]

Working on Tickets

In this guide we will cover: – Actions on Tickets – Respond Button – SLA Option for Response Timer – Ticket Screen – Options For Viewing Ticket Progress Admin Guides: Actions SLA General Settings Ticket Types  Tickets General Settings Ticket Views Actions on Tickets As an agent you will be working on tickets which were […]

Closure Procedures (End-User Closure Confirmation)

In this guide we will cover: – Default Closure Procedures – Enabling End-User Closure Confirmation Procedures – Closure Settings on Ticket Type – Email Templates – Configuring the Worked Example – Additional Features per Ticket Type -Closure Confirmation Procedures for Project tickets Default Closure Procedures Within Halo, the standard practice for closing tickets, is that the […]

Grouping Invoice Lines

In this guide we will cover: – How grouping for invoice lines is determined – Invoice Each Ticket Separately – Add Labour and Products from Tickets and Pre-Pay charges onto Recurring Invoices – Merge Sales Orders into One Invoice Per Client Admin Guides: General Settings There are several ways that you can group invoice lines […]

Quotation PDFs

In this guide we will cover: – Customising with HTML – Customising without HTML – Adding Columns to the Quote Table – Setting a Default PDF Template for Quotes – Formal Proposal Template – Adding Approval Signatures Admin Guides: Quotations PDF Templates  Related Guides: Creating Quotations Custom Fields  You can customise and change PDF Templates […]

Navigating the Quotes and Orders module

In this guide we will cover: – Different sections of the 'Quotes and Orders' module  – How to filter and sort results The Quotes and Orders module can be used for: Raising quotes/orders. Viewing open quotes/orders. Different sections of the 'Quotes and Orders' module  The quotes and orders module is split into four sections and […]

Ticket Views

In this guide we will cover: – Default Views (Agent Preference, Global Setting, Ticket Areas) – Tickets Viewing Options (By Team, By Ticket Type, All Tickets) – Custom Ticket Lists (My Lists) – Configure Tickets By Team View – How To get The "Add More Teams" Button To Display – Column Profiles – Mentioning Agents […]

Providing Access to your Knowledge Base

In this guide we will cover: – Setting Article access in the portal – Setting Article Owners Admin Guides: Knowledge Base Self Service Portal Setting Article Access in the Portal To allow access to the portal to log tickets, service requests, view service statuses, view knowledge base articles and approve/reject requests without requiring authentication, then […]

Pro Rata/Pro Rating on Recurring Invoices

In this guide we will cover: – Adding a Pro-Rata line to an Invoice – Pro-Rata for Manually Updated Recurring Invoice Lines – Pro-Rata for Automatically Updated Recurring Invoice Lines – Merging Pro-Rata Lines Admin Guides:  Recurring Invoices Adding a Pro-Rata line to an Invoice Pro Rata lines can be added by editing the line […]

Custom Tabs

In this guide we will cover: – What are Custom Tabs? – Creating a Custom Tab – Adding a Custom Tab to a Ticket Type – Adding a Custom Tab to an Asset Type – Adding a Custom Tab to an Action – Adding Custom Tabs to the Navigation Menu – Other Uses tab Admin […]