User Out of Office Detection

In this guide we will cover: – What is user OOO detection – Setting up user out of office detection – Out of Office and SLAs What is user Out of Office Detection? User out-of-office detection, allows users to set the dates that they are out of office (OOO). Then, if an agent emails a […]

Service Users

In this guide we will cover: – What are Service Users? – Bulk Updating Service Users (v2.198.1+) – Importing Service Users from CSP – Excluding Service Users from Automatic Billing – Service User Pop Ups – Service User Ticket Rule Criteria – Service User Dynamic Distribution List Criteria What are Service Users? Service users are […]

Organisation Contracts/Agreements

In this Guide we will cover: – What are Organisation Contracts/Agreements? – How to create Organisation Contracts/Agreements – How to use Organisation Contracts/Agreements – Sending/renewing contracts Throughout this guide and Halo the terms 'agreement' and 'contract' are used interchangeably.  This guide covers contracts/agreement functionality for customers using HaloITSM. For customers using HaloPSA check out Creating […]

Site Contacts

In this guide we will cover: – Creating a Site Contact – Site Contact Types – Setting Site Contact Access Level – Logging Tickets on Behalf of Others within the Site – Notifications for Site Contacts Admin Guides: Site Contact Types Related Guides: Customer, Site and User Records  Sites Site contacts can be assigned to […]

Customer Areas

In this guide we will cover: – What are Customer Areas? – Creating a Customer Area – Restricting Customer Areas – Hiding the Default Customer Area Admin Guides: Areas Related Guides: Customer, Site and User Records  Ticket/Client Areas What are Customer Areas? Available as of v2.184.1+, customer areas behave in a similar way to ticket […]

Important Users/Customers

In this guide we will cover: – Marking a Customer as Important – Configuring VIP Popups – Ticket Rules with Important Customer/User – VIP Users as Site Contacts Admin Guides: General Settings (Users) Related Guides: Customer, Site and User Records    Customer Relationships Setup Ticket Rules Marking a Customer as Important In the Customers area, […]

Customer Relationships

In this article we will cover the functionality behind the 'Relationship' field against a customer. If you are looking for information on customer relationship management functionality check out the following: Pop-Up Notes For Customers & Contacts  Using CRM Notes Against each of your customers' profiles in Halo you will find a field called 'Relationship'.  Fig […]

Sites

In this guide we will cover: – What are Sites in Halo? – Importing Sites – Email Domain Name Matching What are Sites in Halo? Sites are usually used to represent the different physical locations a customer may have. Using HaloPSA as an example you would have the Client first, then the 3 different locations […]

Top Levels

In this guide we will cover:  – Enabling Top Levels – Creating a Top Level – Importing Top Levels – Ticket Lists Filter – Notifications Criteria – Knowledge Base Access – Calendar Filter – Column Profiles – Assigning Tickets to Other Customers in the Top Level – Setting as Default View – Showing Top Level […]

Pop-Up Notes For Customers & Contacts

It's possible to add pop-up notes against customers or contact records in Halo. This means that whenever a ticket associated to that customer/contact is loaded, the pop-up note shows to all agents.  To set-up a pop-up note, navigate to the following settings: Customers: Customers > *select customer* > settings > pop-up notes. Contacts: Contacts > […]