Set which Agents can adjust the Billing Time and Recalculation of Billing on Tickets

In this guide we will cover: – How to give agents the permission to edit billable time and recalculate billing on an action Admin Guides: Agents There are two new permissions in Halo to dictate agents ticket and action level billing capabilities. The first option decides whether or not agents can recalculate billing on tickets […]

Sherweb Integration

In this guide we will cover: – What is the Sherweb Integration? – Enabling the Sherweb Integration  – Connecting Sherweb – Customers – Subscriptions – Halo Integrator Related Guides: Licences/Subscriptions Overview What is the Sherweb Integration? Sherweb can be used to import customers and subscriptions, with the ability to sync the information over on a […]

Internal Quote Approvals

In this guide we will cover: – Enabling Agent Quote Approvals – Approval Configuration – Determining which Agents can Approve Quotes – Simple Quote Approvals – Using Opportunity/Ticket Approvals  Admin Guides: Approval Processes Quotations Enabling Agent Quote Approvals In Configuration > Quotations, enable "Allow Quotations to be approved before being sent or Sales Orders created". […]

Workflow Automated Quick Actions

In this guide we will cover: – Creating a Quick Action – Setting the Automation on the Workflow – Using the Action Associated Admin Guides: Actions Workflows Related Guides: Creating and Using Quick Actions Creating a Quick Action To automate an action on a workflow, a Quick Action needs to be used. To configure one, […]

Workflow Step Rules

In this guide we will cover: – What are Step Rules? – Creating Rules – Example Rules Admin Guides: Workflows Rules Related Guides: Modifying and Adding Workflows Ticket Rules What are Step Rules? Step Rules are ticket rules that only apply at a certain step of a workflow instead of only on new tickets or […]

Webhook To Trigger a Runbook

In this guide we will cover: – How to setup a webhook to trigger a runbook Within the Runbooks module of Halo you can generate a link to the runbook from which you can send payloads to. To begin configuring this, create a new runbook by navigating to Configuration > Integrations > Custom Integrations and […]

Runbook: Update the Estimated Time Based on the Category Chosen

Credits to – Connor Fagan (Video) and Robbie Emerson (Author of the Guide) from Renada. This Below video goes over the use case of this runbook and a high level overview of the set up.         The purpose of this runbook is to update the estimated time field of a ticket, based off of the category […]

Raising a Service Request

In this guide we will cover: – Creating the Ticket Type – Priority Field – Configure the Menu Button – Menu Button List – New Form Screen Admin Guides: Self Service Portal  Ticket Types Related Guides: Service Catalogue Creating the Ticket Type When tickets are raised by agents in (or by end-users on the Self-Service Portal) […]

The Opportunity Workflow

In this guide we will cover: – Modifying the Opportunity Workflow – Adding The Chevron View to the Workflow Progress Visual Shown on Tickets – Workflow Flow Chart – Adding the Quick Action For Emailing a Quote – Working Through The Ticket Using The Edited Workflow Admin Guides:  Actions Workflows Ticket General Settings Related Guides:  Workflows […]

Project Types

In this guide we will cover: – What makes a ticket a project. – What makes a ticket a project task. As mentioned in the introduction to this course, Projects & Project Tasks are simply Tickets of use 'Projects'. To view the use of a Ticket Type, head to Configuration > Tickets > Ticket Types, […]