Project Billing – Time and Materials

In this guide we will cover: – Categorisation – Adding to Billing Rules – Restricting Category Values on Ticket Types – Issue Products on Tickets – Invoicing a Percentage of a Sales Order Admin Guides: Ticket Categorisation Advanced Settings Project Management General Settings Related Articles: Project Billing – Milestone Billing Project Billing- Budget types vs […]

Surveys

In this guide we will cover: –  What are Surveys? – Survey Custom Fields  – Configuring the Survey text variable – Adding the Survey link to the Ticket Closed email template – Configuring when Surveys are sent – End-User Confirmation Admin Guides:  Surveys Note: Any variable written in this guide is written with a hyphen between the […]

Database Lookup Example – Attaching the User’s Role to a Ticket.

In this guide we will cover:  – How to attach a user's role to a ticket using a database lookup One of the great features within Halo is the ability to populate fields on i.e. a ticket with information found in the database. This data is found using SQL queries which will return the information […]

Statuses

In this guide we will cover: – Status Configuration – SLA Settings – Email Settings – Miscellaneous Settings – Load Balance Restrictions – Ticket Type Status Changes – Workflow Status Restrictions For a detailed list of all settings along with their descriptions for Statuses and Ticket Types click on these links: Statuses Ticket Types Statuses are […]

Halo Chat Widget Properties and Examples

Quickstart You can embed chat on your website by adding the following to the end of your html body. You can retrieve your chat config id and key from Config > Chat > Chat Profiles, in the Halo Agent Application. <div id="halo-chat"></div> <script> var haloChatConfig = { chatServiceUrl: "https://yourHaloUrl.com/api", configId: "your-chat-config-id", configKey: "your-chat-config-key" } </script> […]

Billing Rules (Formerly Billing Plan Combinations)

In this guide we will cover: – How to set up billing rules – Worked example – Checkboxes "User must be covered by the Agreement" and "Asset must be covered by the Agreement" – Checkbox "Allow other Customers Agreement's to be chosen" – Checking to see if the action was covered by the Agreements Hours […]

Pipeline Stages

In this guide we will cover: – Enabling the Pipeline Feature – Linking Workflow Steps to Pipeline Stages – Pipeline Stage on an Opportunity Ticket – Pipeline Stage in Lists – Grouping by Pipeline Stage on Column Profiles – Ticket Rules from Pipeline Stages – Restricting Pipeline Stages Admin Guides: Sales General Settings Sales Views […]

Sending Requests Across 2 Instances

In this guide we will cover:  – Setting up the Suppliers Module – Configuring the API Access Following v2.184+ this functionality as been enhanced. If you are on a version on or above this see our guide Syncing Tickets Between Instances.  It is possible to send requests across two instances when the HaloCRM -> HaloITSM […]

Chat Bot and Chat Profiles

In this guide we will cover: – What is the Chat Bot? – How to Configure a Chat Profile – User Verification – Start Live Chat – Translate Live Chat (Using Azure Translator) – Example Bot Flow – Customising the Chat Bot Profile – Setting which Chat Profile is used – Determine the start step of […]

Adding Agent Signatures

If you'd like to have your own personal agent signature applied to emails, you can do this automatically by following the steps in this guide. (PLEASE NOTE: For email template changes, you may need to ask your HaloCRM administrator).  To add an agent signature to your account, click on your icon in the top righthand corner […]