The Activity Feed

In this guide we will cover: – What is the Activity Feed  – Changing the Default Feed – Agent Specific activity What is the Activity Feed  The activity feed can be a useful management tool, as it gives easy visibility of actions you, or other agents have performed recently. The feed can be accessed from […]

Configuring Agent Roles

In this guide we will cover: – What are Agent Roles?  – How to create Roles – Assigning Roles to an Agent  What are Agent Roles? Agent Roles are used to control and bulk assign Agent permissions, membership to Teams and Departments, and notifications which are shared by Agents with the same Role. Agents can […]

Agent Permission Settings

How to configure agent permission settings. Related Articles: Agent Settings Configuring Agent Roles Agent permissions can be used to control how your agents use the system and which areas they have access to. For a comprehensive list of agent settings and descriptions head to this admin guide: Agents Settings with Descriptions Permissions Overview Agent permissions […]

Restricting Agent Reporting Access

In this guide we will cover:  – Setting Agent Restrictions for the Reporting Module – Setting Agent Restrictions for Specific Reports – Setting Restrictions for the Types of Reports Agents can Create – Reporting with Sensitive tickets Setting Agent Restrictions for the Reporting Module If you would like certain agents to have no access to the […]

Organising Teams of Agents

Teams and their use Related Articles: Ticket Templates Assigning tickets on receipt Column profiles and view customisation       Teams and their use 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 box […]

Setting up Two Factor Authentication

Two-factor Authentication; how to use and implement it. Agents can use 2FA (Two Factor Authentication) to secure their account for any reason seen fit. This could be for data protection, security whilst out and about using Halo on mobile or a laptop, or if you have staff using Halo in a public facing part of […]

Add an external agent to Halo and restrict their access

This article will cover how to add an agent to your Halo instance and restrict their access to Halo, this is useful for any external agents who might need to use the system to update tickets for their organisations but shouldn't have access to the wider system as a whole. The first step in this […]