Creating Projects from Products

In this guide we will cover: – Linking a Product to a Project Template – Creating a Project from a Sales Order Admin Guides: General Settings (Project Management) Ticket Templates  Linking a Product to a Project Template You can create a project from a sales order in a few easy steps. First head to Configuration […]

Linking Assets to Knowledge Base Articles

In this guide we will cover: – Ways to link an article to an asset – Create/link a knowledge base article from a ticket Ways to link an Asset to an Article The first way to link an asset to an article is from the article. Edit an article and scroll to the bottom, the […]

Project Task Creation Rules Based on a Multi-Select Field

In this guide we will cover: – Setting Rules on Child Ticket Creation – Applying it to a Ticket/Project Admin Guides: Custom Fields Templates Related Guides: Custom Fields Parent and Child Tickets Ticket Templates Setting Rules on Child Ticket Creation In Configuration > Tickets > Templates, you can create a ticket template as normal to […]

Boost Ticket Processing using AI

In this guide we will cover: – Use AI to Generate automatic user responses – Sending auto-generated responses automatically – Improve Agent responses with AI – Previewing responses -Thank you detection Related Guides: AI Acknowledgement Emails AI can be used to enhance the responses written by agents to improve spelling, vocabulary, tone, etc. and even generate […]

Reviewing Articles

In this guide we will cover: – Enabling Article Reviews – Reviewing an Article – Filtering for Articles That Need Review – Notifications for Articles That Need Review – Automated Tickets for Articles That Need Review Article reviews can be used to set a review date for articles, allowing you to edit them on a […]

Creation Periods in Recurring Invoices

In this guide we will cover: – What is a Recurring Invoice? – Creation Periods in Recurring Invoices – Example: Using Creation Period Variables on a Recurring Invoice – Advanced Example: Invoicing Licences in Arrears but Support in Advance Admin Guides: Recurring Invoices Creation Periods allow you to create Recurring Invoices for different type of […]

Managing a Recurring Invoice’s Lines Quantity, Price and Cost for Subscriptions

In this guide we will cover: – How to have the quantity of a recurring invoice calculate based on subscription count  – Update Price/cost of items on recurring invoices from within the product How to have the quantity of a recurring invoice calculate based on subscription count  In order to manage recurring invoice lines linked […]

SLA Workdays

In this guide we will cover: – What are workdays/work hours used for? – Creating Workdays – Assigning Workdays to SLAs – Time Zones for SLA Workdays Admin Guides: Workdays Service Level Agreements What are workdays/work hours used for? Workdays/work hours are used for service level agreement tracking and agent time tracking. Workdays and working […]

Custom SQL Query for Licence/Subscription Count on Recurring Invoice Lines

In this guide we will cover: – How to use a custom SQL query to calculate the Licence/Subscription Count on Recurring Invoice Lines  Custom SQL queries can be used to calculate the quantity of invoice lines based on information from your database. This provides many more options and flexibility to how your invoice line quantities […]

Google Analytics in the Self-Service Portal

In this guide we will cover: – Setting up Google Analytics Setting up Google Analytics Google Analytics can be connected to your Halo Self Service portal, allowing you to track the traffic and user behaviour on the portal.  To set this up you will first need to obtain the measurement ID of your Google Analytics […]