Risk Scoring

In this guide we will cover: – Enable Risk Scoring – Risk Scoring Using a Single Select – Risk Scoring Using a Calculation – Risk Scoring Using Impact and Risk Fields Related Guides:  Change Management Custom Fields Risk scoring works by calculating a score based on custom fields on a ticket, and can be a […]

Bills

In this guide we will cover: – What are Bills? – Creating a Bill – Generating a Bill PDF Related Guides: Xero Integration What are Bills? Bills are essentially a purchase order invoice within Halo. They allow you to create an invoice in relation to a purchase order for any payments you are expecting to […]

Ticket Suggestions- without the use of AI

In this guide we will cover: – What are ticket suggestions?  –  The Logic behind ticket suggestions – How to configure ticket suggestions without the use of AI – Using ticket suggestions What are ticket suggestions? Ticket suggestions in Halo can be used to advise your agents on values that should be applied to a […]

Admin Mode

In this guide we will cover: – What is Admin Mode?  – How to Configure Admin mode – Using Admin mode – Notify the agent when admin mode is activated on their account What is Admin Mode? Admin mode allows you to restrict administrator accounts so they are not granted admin privileges immediately upon login, […]

Notification Templates

In this guide we will cover: – Editing Notification Templates – Using Notification Templates Admin Guides: Notification Templates Related Guides: Notifications Notification templates are used to edit the way that notifications appear if not using an email/SMS template. These are built-in to the system, and new ones cannot be created as these correspond with the […]

Navigating the Self-Service Portal (For End Users)

In this guide we will cover: – Home Page – Customising User Preferences – Logging Tickets – Viewing Tickets – Requesting Services – Viewing and Approving Quotations – Viewing Dashboards – Viewing Assets – Viewing Agreements/Contracts – Viewing Invoices – Navigating the Knowledge Base This guide will cover an outline of how users can navigate […]

Creating Invoices

In this guide we will cover: – Ad-Hoc Invoicing – Invoicing from an Opportunity/Ticket – Invoicing from a Recurring Invoice – Automated Quantity Billing – Labour Billing – Invoice to another Client – Custom Invoice Statuses (v2.228.1+)   There are multiple different methods to invoice customers within Halo, and this guide will walk-through how each […]

Supplier Agreements/Contracts

In this guide we will cover: – What are Supplier Agreements/Contracts in Halo? – How to create a Supplier contract – How to use a Supplier contract – Supplier Contract Expiry Throughout this guide and Halo the terms 'agreement' and 'contract' are used interchangeably.  This guide covers supplier contracts in Halo, if you are looking […]

FAQ List Access Control

In this guide we will cover: – What is Access Control? – Access Control on Existing FAQ Lists – Granting Access Control on FAQ Lists – Viewing FAQ Lists Related Guides: Access Control What is Access Control? Access control is a method of administrator agents allowing non-administrator agents the ability to view, or view and […]

Webhook and Integration Runbook Access Control

In this Guide we will cover: – What is Webhook and Integration Runbook Access Control?  -Giving Access Control  What is Webhook and Integration Runbook Access Control?  Access control can be set against integration runbooks and webhooks to allow certain agents configuration access to selected webhooks and runbooks. This allows you to grant configuration access to […]