IPECS Integration

In this guide we will cover: – What is the IPECS Integration? – Enabling Call Management – Connecting IPECS What is the IPECS Integration? IPECS can be integrated with Halo to display the call screen when a call is received from IPECS. Enabling Call Management First, we want to ensure that your Call Management module […]

Pushing the Teams Embedded Self Service Portal to Customers Microsoft Teams Tenants

Prerequisites for this include setting up the following guides:  Microsoft Teams Integration Embedding your Halo Self-Service Portal into Microsoft Teams This use case of the Microsoft Teams embedded portal, was created by homotechsual: https://github.com/homotechsual/Blog-Scripts/blob/main/Microsoft%20365/Teams/WebTabForPartners.ps1 Alternate link

AI Article Creation

In this guide we will cover: – Configuring KB Articles to be Created by AI – Trigger using an action – Trigger using an event Knowledge base articles can be created automatically using AI, taking in the correspondence between the user and the agent of the ticket and creating a description and resolution for the article. This […]

ScalePad Integration

ScalePad Documentation.

Creating Report Data Within a Runbook (Matching and Merging to Existing Alert Tickets)

In this guide we will cover: – Creating Report data within a Runbook – Worked Example – have email alerts merge based on alert ID Creating Report Data within a Runbook Report queries can be within integration runbooks to obtain data from your Halo database to be used as part of the runbook.  This guide […]

Setting Up An API Agent

In this guide we will cover: – Setting up an API Agent – Use of an API Agent API agent accounts do not take up licences, are free of charge and are used for accessing the Halo Integrator and API connections.  Setting up an API Agent To set up an API agent account, go to […]

ServiceNow Integration

In this guide we will cover: – What is the ServiceNow Integration? – Connecting to ServiceNow – Creating tickets in ServiceNow – Updating Records in ServiceNow through Halo – Syncing back to Halo What is the ServiceNow Integration? The ServiceNow integration allows you to connect a ServiceNow account to each of your Customers and Suppliers. […]

Hudu Integration

Hudu Documentation

AI Surveys

In this guide we will cover: – What are AI Surveys and how to set them up The AI-powered survey functionality can analyse ticket data to estimate the satisfaction score and potential comments a user might give, based on the interaction between the user and the agent. This provides additional feedback data beyond what users […]

Datadog Integration

In this guide we will cover: – What is the Datadog Integration? – Connecting to Datadog – Creating an Authorisation Application – Additional Configuration for Security Alerts – Default Ticket Type and End User – Creating the Webhooks – Triggering Webhooks for Monitoring Alerts – Triggering Webhooks for Security Alerts – Customise the Created Alert […]