Creating Agents and Editing Agent Details

Instructions on modifying Agents Related Articles: Departments, Teams and Roles Permissions Areas       To create a new agent manually, head to Configuration > Teams and Agents > Agents and press "New".  Alternatively you can allow agents to create their own accounts using the Invite button and filling in the popup. When creating your […]

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' […]

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 […]

Set which Agents can adjust the Billing Time and Recalculation of Billing on Tickets

In this guide we will cover: – How to give agents the permission to edit billable time and recalculate billing on an action Admin Guides: Agents There are two new permissions in Halo to dictate agents ticket and action level billing capabilities. The first option decides whether or not agents can recalculate billing on tickets […]

Agent Statuses

In this guide we will cover: – Making Agent Statuses – Changing Agent Statuses Manually – Changing Agent Statuses Automatically – Logging Changes – Mentioning Agents – Re-Assigning to Agents – Status for Live Chat – Agent Idle Timeout Admin Guides: Statuses Related Guides: Agents Appointments Chat Bot and Chat Profiles  Distributing Tickets in Halo […]

How to Configure Timesheets

In this guide we will cover: – Key Settings – Add Fields to Time Logging screen – Set Warning if Time Taken on Action Exceeds a Set Amount of Time – Setting Target Hours and Holidays – Timesheet Approvals – Incomplete Timesheets Notifications Admin Guides: Time Management Related Guides: Timesheet Approvals  Time Tracking Key Settings […]

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

In this guide we will cover: – Configuring your Teams – Showing Department on the Team Dropdown (v2.204.1+) Configuring your Teams To configure your Teams go to the Teams and Agents configuration area and hit Teams. Fig 1. Teams module. When adding a Team to this list, you will first be presented with the option […]

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 and team/department memberships in bulk for […]

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 […]