Departments and Teams

                           In this guide we will cover: – How to create a new Department and Team in Halo Associated Admin Guides Departments Teams Creating a new Department and Team To access Departments & Teams in Halo, the best place to start is your Organisation settings. For this, navigate to Configuration > Organisation and […]

Organisations

Details To configure your Organisation go to the Organisation configuration area and click on the Organisation that you want to configure (you can have multiple if using Multitenancy). Multi-tenancy allows you to have multiple organisations within one instance of Halo and as a consequence, multiple sets of departments, you can configure different self service portals […]

Teams

Configuring your Teams To configure your Teams go to the Teams and Agents configuration area and hit Teams. Fig 1. The Teams Module When adding a Team to this list, you will first be presented with the option to add in core details against the team including the name, main email address and any team-specific […]

Roles

In this guide we will cover: – The Use Case of Roles – Details – Preferences – Departments & Teams – Restrictions In The Department & Teams Tab – Permissions – Access Control Admin Guides: Roles Teams Roles are ways for you to apply a set of Preferences, Permissions, Team/Department Memberships en masse for a […]

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 […]

Holiday Management

In this guide we will cover: – Setting Holiday Allowance – Booking Holidays – Holiday Types – Approving Holidays  Associated Admin Guide Holiday Management Setting Holiday Allowance Your Agents' holidays can be managed within Halo, allowing you to establish a 'holiday allowance' per Agent & incorporate approvals for holiday requests. Within Configuration>Teams & Agents, you […]

Organisation Basics

How to configure your basic organisation features within Halo. To setup your organisation, you must go to the configuration console and select the "Organisation" module: You will see the option here to enable multi-tenancy, but to start with we'll just use a single organisation. Click 'Configure My Organisation' to access the details. The first section […]

Organising Teams of Agents

Teams and their use within Halo Related Articles: Ticket Templates Assigning tickets on receipt Column profiles and view customisation Teams and their use within Halo Halo Teams; a way to introduce a division of labour or divide up the specialised knowledge to speed up the solutions to your customers or internal problems. Out of the […]