Peppol e-Invoicing via Tickstar

In this guide we will cover: – What is Peppol e-Invoicing via Tickstar? – Installing the Integration – Authentication Configuration – Integration Customisation – Enabling the Integration – Invoicing Syncing and Error Logs What is Peppol e-Invoicing via Tickstar? Peppol e-Invoicing via Tickstar allows you to configure the Peppol (Pan-European Public Procurement Online) e-Invoicing integration […]

Agent Team, Department and Role Restrictions

In this guide we will cover: – What are Departments? – What are Teams? – What are Roles? – Restricting Administrator Access – Restricting Reporting on Tickets – Build Permissions without Administrator Access Admin Guides: Agents  Departments Roles  Teams Related Guides: Access Control  Departments Roles Teams This guide outlines how Agents, including those with the […]

Acknowledgement Email Hierarchy

In this guide we will cover: – Acknowledgement Email Flow – Setting locations – Additional Settings to Consider There are various places in Halo to set whether an acknowledgement email is sent out to a user. This allows you to automate who receives an acknowledgement email.  Acknowledgement Email – An email sent out to user(s) automatically […]

Creating Users

In this guide we will cover: – What are Users? – Creating Users Manually      – Customers Area      – New Ticket Screen      – New Call Screen      – Changing End-User      – Converting from an Opportunity – Creating Users via Portal Registration – Create Users from Anonymously Logged […]

Major Incident Management

In this guide we will cover: – What is a Major Incident? – Tha Major Incident Console – Identifying a Major Incident – Logging a Major Incident Ticket – Actioning the Major Incident Ticket – Resolving and Closing the Major Incident What is a Major Incident? A Major Incident is effectively an Incident that is […]

Knowledge Base Article Feedback

In this guide we will cover: – What is Article Feedback? – Allowing Article Ratings – Allowing Article Comments – Using a Ticket Type to Receive Feedback – Tracking Feedback What is Article Feedback? Article Feedback can be left by either Agents or Users on an Article through an upvote/downvote system, alongside the option to […]

Start to Finish: Service Requests

In this guide we will cover: – What is a Service? – Creating a Ticket Type or Ticket Template – Creating Custom Fields – Creating an Approval Process – Creating a Workflow – Adding the Service to the Service Catalogue – Showing the Service on the Self-Service Portal – Logging a Service Request Admin Guides: Services […]

Custom Integrations

In this guide we will cover: – What are Custom Integrations? – Creating a Custom Integration – Custom Integration Methods  – Executing Custom Integration Methods – Runbooks What are Custom Integrations? Custom Integrations in Halo are used to authenticate access and execute requests to other APIs. This allows you to integrate your Halo instance with […]

Asset Meters

In this guide we will cover: – What are Asset Meters? – Setting up Asset Meters – Taking Meter Readings – How to bill for Asset Meters    What are Asset Meters? Meter billing in Halo allows you to bill customers for a product/service based on their usage of it, with the price changing dynamically […]

Troubleshooting API Errors

In this guide we will cover: – What are API errors  – How to obtain and interpret API errors in Halo – HTTP Status Codes – Error Examples in Halo In this guide we will cover what each of the HTTP status codes and API error codes means in the context of Halo and how […]