Freshdesk Migration

In this guide we will cover: – What is the Freshdesk Migration? – Generating a Freshdesk API Key – Connecting to Freshdesk – Mapping Fields – Migrating Data from Freshdesk – Migrating via the Halo Integrator – Update Previously Imported Tickets What is the Freshdesk Migration? The Freshdesk migration tool can be used to bring […]

AI Client Profiling

In this guide we will cover: – What is AI Client Profiling? – How to configure AI client profiling What is AI Client Profiling? AI Client profiling allows you to use AI to analyse a customer's recent ticket information to formulate a summary of their recent experience. This summary will then be uploaded to the […]

Microsoft Entra ID: Single Sign-On (B2C)

What is Single Sign on B2C?  Single sign on B2C allows your agents and users to sign in to Halo using credentials from various accounts. It also allows unknown users to sign up to access your Halo portal using credentials from existing accounts. Who can use SSO B2C? B2C SSO is typically used by organisations […]

Translating Email Templates

In this guide we will cover: – Configuring translations for email templates To enable this functionality you must enable the setting "Allow multi-language email templates" in Configuration > Email > General Settings. Fig 1. Allow multi-language email templates. The "Custom Variables" button below will take you to an area to create your own custom variables. […]

Product Bundles

In this guide we will cover: – What are Product Bundles? – Creating Product Bundles – Creating Product Bundle Categories – Using a Product Bundle – Updating the Bundle Price Automatically – Customising the Template Admin Guides: Categorisation Items & Stock Control  Related Guides: Automating Product Changes and Updating Recurring Invoices Ticket Categories What are […]

Dynamically Updating Email Lists

In this guide we will cover: – The use case of dynamic email lists – Configuring dynamic email lists – Adding and removing from your lists within a ticket Dynamic Email lists can be used to change the recipients of the emails in your ticket. For example when using the "Email User" action (found in […]

Asset Custom Buttons

In this guide we will cover: – What is a Custom Button?– Creating an Asset Custom Button  – Restricting by Agent – Restricting by Asset Type – Restricting by Access Control – Restricting by Status and Asset Field Values – Restricting by Asset Permissions Admin Guides: Custom Buttons Related Guides: Access Control Custom Buttons What […]

Batch Updating Asset Fields

In this guide we will cover: – Batch Updating Asset Fields Admin Guides: Asset Fields Related Guides: Asset Fields Custom Fields Batch Updating Asset Fields Asset fields can be batch updated together when viewing a list of assets. This is useful for keeping assets up to date as their technology changes, for instance which software […]

Sales Order Statuses

In this guide we will cover: – What are sales order statuses? – How to Change the Status of a Sales Order – Setting Defaults for sales order statuses – Creating/Editing Sales Order statuses Admin Guides: Sales Orders What are Sales Order Statuses? Each sales order in your Halo will have an status, this status […]

Creating a Mailbox Overview

In this guide we will cover: –  Pre-Requisites – Mailbox setup Overview – Configuring Multiple Connection credentials for a single Mailbox – Mailbox Access Control  IMPORTANT: Adding a new mailbox will remove ALL emails from the inbox and turn them into tickets/opportunities, moving the emails to the deleted items in the process. For this reason […]