Teams

In this guide we will cover: – Configuring your Teams – Showing Department on the Team Dropdown Configuring your Teams To configure your Teams go to the Teams and Agents configuration area and hit Teams. Fig 1. Teams module. When adding a Team to this list, you will first be presented with the option to […]

XSOAR Integration

In this guide we will cover: – What is the XSOAR Integration? – Connecting XSOAR to Halo – User Matching What is the XSOAR Integration? XSOAR can be integrated with Halo to allow for the creation of tickets in Halo from incidents in XSOAR. Connecting XSOAR to Halo The integration between Halo and XSOAR is […]

Example Pay As You Go Client

In this guide we will cover: – An Example agreement set up for a customer who has a pay as you go agreement  This is an example of the setup required for a Pay As You Go (or break-fix) customer. In this example the client will be charged per hour for labour on charge rates […]

Actions

In this guide we will cover: – New Action Screen – Details Tab – Defaults Tab – Field List Tab – Other Uses Tab – Restricting Access – Action Groups Admin Guides: Actions Related Guides: Access Control Actions: System Uses  Custom Fields Actions define what you can do on a ticket. Performing an Action on […]

Signing Contracts/Agreements

In this guide we will cover: – How to Use the Contract Signing Functionality – Secure Signing Admin Guides: Agreements (Contracts) Related Guides: Creating an Agreement/Recurring Invoice for a Customer Note: Within Halo the terms 'contract' and 'agreement' are used interchangeably.  How to Use the Contract Signing Functionality When a customer contract is proposed or […]

SLA and OLA Notifications

In this guide we will cover: – What are SLA and OLA Notifications? – Configuring Warning Thresholds  – Setting Up Warning Notifications Admin Guides: Notifications Service Level Agreements (SLAs) Related Guides:  Notifications  Service Level Agreements (SLAs) Advanced SLA Settings   Note: OLA Notifications have been introduced as of v2.234.1+, on versions prior to this only SLA […]

Appearance/Home Screen

In this guide we will cover: – Basic Configuration Options – Home Screen Configuration Admin Guides: Self Service Portal Basic Configuration Options The Self-Service portal can be personalised to give your end-users a unique experience when providing self-service. All configuration options around customising your Self-Service portal can be found via heading to Configuration > Self-Service […]

AI Insights

In this guide we will cover: – What are AI insights? – Configuring AI insights – Sentiment Analysis & Emotion Detection – See AI insights when hovering over a ticket – AI Suggested Category What are AI insights? AI insights use AI to analyse a ticket to give further insights into the ticket, such as […]

Departments

Departments sit one level above teams. Departments can be used to give agents access to all Teams under a department in a fast and efficient way. Generally this is used to ensure they have visibility of all teams under a department. Fig 1. Facilities Department Membership You can set a department as an Agent Department(Agent […]

Composite Reports

In this guide we will cover: – Creating and Selecting Reports – Customising SQL with $-Variables – Building the Composite Report – Appending/Prepending a PDF – Appearance Tab – Reports Table – Formatting the Composite Report – End-User Access – Scheduled Emails Composite reports in Halo allow you to present multiple reports to your clients […]