The Activity Feed

In this guide we will cover: – What is the Activity Feed  – Changing the Default Feed – Agent Specific activity What is the Activity Feed  The activity feed can be a useful management tool, as it gives easy visibility of actions you, or other agents have performed recently. The feed can be accessed from […]

Ticket Dashboards

In this guide we will cover: – Overview and Benefits – Creating your Dashboards – Creating Widgets – Dashboard Configuration Overview and Benefits Ticket Dashboards are an alternative way to view your ticket lists and various other important areas of Halo, such as custom tables and in-depth details of tickets. Ticket dashboards are like global […]

Project Templates

In this guide we will cover: – How to create a new Project Template – How to add To-Do Lists and Tasks to a Project Template – How to add Child Tickets (Project Tasks) to a Project Template – Adding Creation Rules to Child Templates – Setting The Child Template to a Read Only State […]

How to Deal with Out of Office Automatic Replies from customers

In this guide we will cover: – How to ensure out of office/automatic replies from users do not update the status of tickets Associated Configuration settings Guide: Email (General Settings) To prevent out of office replies from updating tickets, there is a setting you can turn off. If you go into Configuration > Email > […]

Annotating Images in Actions

How to annotate an image within a rich text field. Adding captions to images can be a great way of creating an easy-to-understand response or resolution for an end-user. This is available in all rich text boxes. Adding a Caption Add the image to your email by copy/pasting inline with the text or dragging into […]

To-Do Lists

The following video is by Renada Elegant Solutions, one of our onboarding partners. This video covers setting up to-do lists, attaching them to tickets manually and also attaching pre-configured to-do lists by matching a ticket rule and applying a ticket template with a to-do list attached. The other more complicated setup explained in this guide, […]

Software Releases

In this guide we will cover: – What is the Software Releases functionality?  – Configuring Software Releases – Using Software Releases – Logging work for a release (tagging tickets to a release)  – Viewing the changes made within a version – Sending Release emails – Tracking Release Issues and Statistics Associated Configuration settings guide:  Software […]

Agent and User Impersonation

In this guide we will cover: – How to impersonate agents and users – Multi-Tenancy Portal Section when impersonating Users (v2.230.1+)  How to impersonate agents and users Agent and user impersonation can be enabled in advanced settings: Fig 1. Allow user/agent impersonation This will add a button to the agent and user details screens to […]

Password Storing, Sending and Resets

In this guide we will cover: – Changing a Halo Password – Password Auto-Expiry – Storing External Passwords in a Custom Field – Sending Passwords in a One-Time Secure Message Link Related Guides: How are user passwords stored? How long is welcome/password reset e-mail sent from web app valid for? This guide will cover setting […]

Auvik Integration

In this guide we will cover: – What is the Auvik Integration? – Generating an Auvik API Key – General Configuration – Sites – Networks – Devices – Halo Integrator – Alerting – Troubleshooting What is the Auvik Integration? Auvik can be integrated with Halo to synchronise assets and manage alerts. Generating an Auvik API […]