Create Knowledge Base Articles using files/documents

In this guide we will cover: – Enable Document Based Knowledge Articles – Create Document based Knowledge Articles – Searching on Document Articles – Updating Document Articles Configuration Setting Guides: Knowledge Base Knowledge Base Articles in Halo can be created by uploading a document/file to the knowledge base. The contents of this document will then […]

Runbook Level Variables

In this guide we will cover:  – What are Runbook Level variables?  – Creating Runbook Variables – Configuring Variables – Worked Example Related Guides:  Custom Integrations/Runbooks Custom Integrations What are Runbook Level Variables?  When obtaining data from the API chances are you are not going to want the entire response body, but only particular parts of […]

Splunk On Call Integration

In this guide we will cover: – What is the Splunk On Call Integration? – Connecting to Splunk On Call  – Configuring and Integrating Splunk On Call – Creating Splunk On Call Webhooks What is the Splunk On Call Integration? Splunk on Call is an incident management platform designed to help teams respond quickly to problems […]

Call Scripts

In this guide we will cover: – What are Call Scripts? – Creating a Call Script – Question Types – Choosing and Following a Call Script Admin Guides: Call Scripts Related Guides: Call Management What are Call Scripts? Call scripts are a series of questions used to guide agents through a dialogue when on call […]

Custom CSS in the Self-Service Portal

In this guide we will cover: – Adding CSS – How to customise the look of your Self service portal using CSS – Customisation Examples Various options are available to allow you to customise your end user portal. These can be set and adjusted easily in the UI. This includes changing elements such as your […]

Sales Mailboxes – Google

In this guide we will cover: – What is the Sales Mailbox Integration? – Create a New Sales Mailbox Connection – Using Sales Mailboxes – Setting Overrides In this guide we will cover how to setup Sales Mailboxes using Google mailboxes. For information on setting up using Azure mailboxes, checkout Sales Mailboxes – Azure. What […]

Log Retention

In this guide we will cover: – What Logs Halo Stores and for How Long Related Guides: Backend Service Monitoring Redact Sensitive Audit Logs on a Ticket Redacting Card and Social Security Numbers (SSNs) What Logs Halo Stores and for How Long This table covers the basis of the most commonly referenced logs within the […]

Connect AI to Halo using Azure OpenAI

In this guide we will cover: – Video Walkthrough   – Create an AI model in Azure and connect this model to Halo – Entering Details in Halo  In order to use AI in your Halo instance you will need to connect and AI model. In this article we will walkthrough how to configure and […]

Hosting your own Halo Integrator

In this guide we will cover: – Installing the Halo Integrator – Configuring the Halo Integrator – Setting up different Scheduled Tasks for your Halo Integrator – Upgrading your Halo Integrator Related Guides: Halo Integrator Active Directory Lansweeper This guide will cover how to install, setup and upgrade the 'Locally Hosted' version of the Halo […]

Maintenance Windows

In this guide we will cover: – What are Maintenance Windows  – Enabling Maintenance Windows  – Environments  – Calendar view  Related guides:  Change Management  What are Maintenance Windows Maintenance Windows are a scheduled 'Window' of time for changes and updates to occur without causing as great of an impact.  Note: This feature is dependent on […]