Creating and Updating Tickets via Email

In this guide we will cover: – How are Tickets Created via Email? – How are Tickets updated via Email? How are Tickets Created via Email? Tickets are logged via email when an email is sent into a mailbox that is connected to your Halo.  If an email is received into a mailbox, and this […]

The Asset Catalogue

A complete guide to linking assets to tickets and users, viewing and exploring your asset catalogue. Related Articles: Asset management. Managing your Users. Clients and Sites. Viewing your Asset Catalogue Heading to the Assets page will bring up the full list of assets. These are filtered by type and group. Some examples of asset types […]

Configuring Agent Roles

In this guide we will cover: – What are Agent Roles?  – How to create Roles – Assigning Roles to an Agent  What are Agent Roles? Agent Roles are used to control and bulk assign Agent permissions, membership to Teams and Departments, and notifications which are shared by Agents with the same Role. Agents can […]

Problem Management

Related Articles; Workflows  Actions Statuses Problem/Resolution Finder The purpose of problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. Using Halo for Problem Management Navigating to the problems tab will show you a list of current problems that have […]

Linking Assets

In this guide we will cover: – Linking Assets to a Ticket – Linking Assets to a Site –  Asset Relationships You can link Assets to Users, Tickets, Sites, or other Parent/Child Assets. You can do all of this in any of the respective areas, for example, it is possible to add an Asset to […]

Custom Table Examples

How to add and change custom tables. Related Articles: Clients and Customers Custom Fields Ticket Types Creating a form     Custom tables can be used to store tabular data against various different entities, including:  Tickets Customers Locations Users Assets Contracts Actions Items Suppliers Supplier Contracts Agents Organisations This guide will take you through the process […]

Agent Permission Settings

How to configure agent permission settings. Related Articles: Agent Settings Configuring Agent Roles Agent permissions can be used to control how your agents use the system and which areas they have access to. For a comprehensive list of agent settings and descriptions head to this admin guide: Agents Settings with Descriptions Permissions Overview Agent permissions […]

QuickBooks Online Integration

In this guide we will cover: – What is the QuickBooks Online Integration? – Enabling the Module – Connecting to QuickBooks Online – Tax Rates – Customer Imports – Product/Item Imports – Suppliers – Syncing to QuickBooks Online – Automatic Sales Tax – Avalara and QuickBooks Online What is the QuickBooks Online Integration? The QuickBooks Online Integration […]

Customer, Site and User Records

In this guide we will cover: – Customers Area – Creating a New Customer – Changing Tab Layouts – Tabs Against Customer/Sites/Users – Customer Lists Admin Guides: General Settings (Users) Related Guides: Asset Import – CSV/XLS/Spreadsheet Method Billing Rules (Formerly Billing Plan Combinations)    Creating an Agreement/Recurring Invoice for a customer  Creating Quotations  Document Management […]

Emailing Users

In this guide we will cover: – Creating an Email User Action – Using the Email User Action – Standalone Emails – Standalone Emails – Replying to a Specific Action Admin Guides: Actions Email (General Settings)  General Settings (Tickets) Related Guides: Actions $-Variables (Dollar Sign Variables) Creating an Email User Action It is likely your […]