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 […]

Agents

In this guide we will cover: – How to create agents in Halo – Configuring Agent profiles Associated Admin Guides Agents How to create Agents in Halo In the previous guide, we configured our Organisation which included creating Departments & Teams. The last step was to add our Agents as members to the relevant team, […]

Co-Managed IT

In this guide we will cover: – What is Co-Managed IT? – How to set up a Co-Managed agent – How tickets can be passed between co-managed and normal agents  – Restricting FAQ list and reporting access – Worked Example What is Co-Managed IT? Co-Managed IT allows for collaborative IT management, in which a businesses' […]

Introduction

Introduction   HaloPSA allows you to configure your Organisational structure by making use of Departments and Teams. You can then add your Agents as members of the relevant Department/Team. Before configuring your organisational structure, it is important to understand the terminology used here. Agent – Your colleagues/employees. They account for the licences you purchase from HaloPSA […]

Agent Work Hours

In this guide we will cover: – What are workdays/work hours used for? – Configuring Workdays – Assigning Work hours What are workdays/work hours used for? Workdays/work hours in Halo are used for service level agreement tracking and agent time tracking. Workdays and working hours are assigned to SLAs to determine if the SLA timer […]

Do I need to use multitenancy?

Do I need to use multitenancy? The Multitenancy feature allows you to create multiple separate Organisations, each with its own Departments and Teams. Agents can then be assigned to one or more of these Departments and Teams across all Organisations. Your Customers are then assigned to one or more Organisations. Agents will then only have […]

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 […]