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 […]

Shifts

In this guide we will cover: – What are Shifts and what can they be used for? – How to Create Shifts – Team Shifts – Shift Visibility – Shift Functionality – Importing Shifts from Microsoft Teams – Shift Clock In/Out (v2.208.1+) – Ad-Hoc Shifts (v2.208.1+) Admin Guides: Time Management What are Shifts and what can […]

Managing Multiple End User Portals

In this guide we will cover: – How to have a second end user portal set up – Customise the Branding of each portal – Customise Portal CSS – Customise Portal Language  – Setting Portal Access – Distributing portal URLs using $-Variables – Restricting Portal Button Access – Restricting Portal FAQ list access – Restricting […]

Multi-Tenancy

In this guide we will cover: – What is Multi-Tenancy in Halo? And what are the benefits? – How to create a new organisation – Using organisation overrides – Setting agent restrictions at organisation level  – Improve performance in your instance What is Multi-Tenancy in Halo and what are the benefits?  Multi-Tenancy in Halo allows […]

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 […]

Concurrent Licensing and Agent App Session Improvements

In this guide we will cover: – Force logout button – Agent idle timeout Option – Improved Licence usage information – Concurrent licence usage limits per Team and Department – Concurrent agent online count logging Force logout button An option has been added to the agent profile screen that allows administrators to kick another agent […]

Access Control – An Overview

In this guide we will cover: – An overview of access control   Non-administrator agents can be given access to specific entities in the configuration area, through the use of access control. These include:   Ticket Types Ticket Actions Field Groups Scheduled Tickets Macros Ticket Rules Workflows Custom Objects Approval Processes Approval Process Rules (v2.224.1+) […]

Adding Agent Signatures

If you'd like to have your own personal agent signature applied to emails, you can do this automatically by following the steps in this guide. (PLEASE NOTE: For email template changes, you may need to ask your HaloCRM administrator).  To add an agent signature to your account, click on your icon in the top righthand corner […]

Client Custom Field Agent Restrictions

In this lesson we will cover: – Restricting Agents from Modifying Client Custom Fields Restricting Agents from Modifying Client Custom Fields Agents can be restricted on whether they can modify specific client level custom fields. These can be set at the Role or Agent level in the Permissions tab: Fig 1. Organisation Custom Field Restrictions […]

Holiday Management

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