Custom Fields

In this guide we will cover: – What are custom fields? – Creating a new Custom Field – Displaying Custom Fields  – Setting Validation for Date fields – Access Control – Using Variables in Custom Fields Admin Guides: Custom Fields What are custom fields? Custom fields can be used to collect and store additional information […]

Forwarding an Action

A short guide to forwarding an action for outside input. You can forward any action from a ticket to an additional email address. This allows you to forward emails or actions to other Agents or Users for input. This will not email the user themselves unless you input their email. This enables input form a […]

Charts and Graphs in Reports

In this guide we will cover: – Adding a Chart – Displaying Charts in Scheduled Reports – Types of Chart – Trendlines – Labels Admin Guides: General Settings (Reporting) Related Guides: AI Report Builder Halo In-App Dashboard Reports and Scheduling  Report Builder  Report Data Sources Using the graphing function can provide powerful visual insight into […]

Importing Additional Fields via CSV

In this guide we will cover: – How to find the API Name of a field – Worked Example – Including the Reference in Client Imports Halo provides a series of example import sheets that can be used to import your data from a spreadsheet. However, you may find the need to import/bulk update extra […]

Automated Tickets

In this guide we will cover: – What are Automated Tickets used for? – Configuring Automated Tickets Admin Guides: Automated Tickets Related Guides: Automated Tickets – Next Call Date What are Automated Tickets used for? Automated Tickets are created with the purpose of prompting relevant Agents of events such as: Agreements commencing/expiring. Customers Next call […]

A Quick Guide to Scheduling Reports

Related Articles: Reports screen explained Reports and Scheduling Scheduled reporting is a tool that can email reports to relevant parties on specified schedule. This can be anything from SLA stats on tickets raised/closed in a period to managerial staff all the way to a daily breakdown of agent hours and interactions in the day. To […]

Navigating the Software

Explaining the ticket screen. Related Articles: Filter Profiles Views and column profiles The below image is your global ticket view, for any screen you have that contains tickets (be it opportunities, sales, ticket, projects or otherwise) it will look similar to this. There are many elements that can be hidden by agent, team or role. […]

The Report Screen Explained

The core elements of the report screen detailed. Related Articles: Scheduling reports Adding new reports System and Custom Fields The reporting feature is a very powerful tool which allows you to explore your Halo database in full. With this it is possible to view metrics specific to your service desk, interpret this information and subsequently […]

Creating API Applications

In this guide we will cover: – API Details – Application Configuration Related Guides: Halo Integrator This guide outlines the configuration of Halo applications which can be used to connect applications to your instance of Halo via the API. API Details Navigate to Configuration > Integrations > Halo API to see the related configuration page. […]

Creating and Using Quick Actions

Creating and Using Quick Actions Related Articles: Actions $-variables You can create quick actions for your agents to inform the user or supplier of something and populate this with database information.  This can be used to inform a user that their account is now set up and the login credentials, update the end-user of the […]