Ticket Rules

Ticket rules can be used to automatically apply outcomes to tickets depending on the criteria that you set. In this article, we will set-up a rule together.  First, head to the set-up page. You can find this by going to: 'Administration Console' > 'Processes' > 'Rules' > 'Ticket Rules'. Once here, ensure it is enabled, […]

How To Set Up Notifications

Notifications are a great way to keep all members of your team in the loop on Halo. Different types of notifications can be set up in Halo to inform the appropriate person about something on Halo. In this guide, we'll talk about the different types of notifications, and how to set them up on your […]

Creating A Knowledge Base To Reduce Enquiries

Creating a well-equipped knowledge base means that the contact can resolve or 'DIY' their problem or enquiry, meaning less tickets submitted, and an easier time for the agents on the team.  Your knowledge base can be published on your self-service portal for customers and contacts to help themselves to finding a solution for their problem. […]

Action Button Configuration

Actions are a powerful component of Halo, designed for all the ways your employees want to work. Actions allow you to create customisable buttons on your tickets and let you define what happens when you click them. This flexible functionality gives you the ability to mould Halo around your business processes. Action buttons can be […]

Enabling The Interactions Stream On Tickets

It's possible to have a visible interactions stream applied on certain ticket types to monitor interactions when talking to customers. Interactions can be turned on by going to: Configuration > Processes > Forms > Ticket Types Select the ticket type you'd like to add the interaction stream to. Once here, scroll down on the 'details' […]

How To Make Actions Internal Only

Some actions you don't want your customer to see – ensure that your actions on tickets are internal by following this guide! To make an action internal, whether this means that no communication is sent out to a recipient – or you'd just like to hide your inner workings from customers – take a look […]

Canned Text vs Email Templates: What’s The Difference?

Canned text are text templates that can be used in actions. Agents can add canned text to an action by pressing the plus icon.  They can also start typing the first few words of canned text and it will appear as a suggestion, which they can select to autocomplete their typing. Once the action that […]

Macros Explained

Macro's can be used when you have multi-step processes within one ticket.  Creating and using macro's can enhance your productivity and streamline your agents' working habits. Head to 'Administration Console' > 'Processes' > 'Forms' > 'Macros', then you will be presented with any existing macros in your system.  Out-of-the-box, we have created one called 'Shipping […]

Keeping Track Of Feedback Using Surveys

In order to monitor customer happiness, Halo has a configurable survey functionality. Depending on your preferences of depth when receiving feedback, this can be as simple as 'one-click feedback' or a multiple question CSAT survey. To start setting up your feedback options, head to the 'Administration Console' > 'Processes' > 'Surveys'.  On this page, you […]

Suppliers & Vendors

Store your supplier/vendor information within Halo and loop them into tickets where it can be audited to the original enquiry.  First, make sure the module is enabled. Depending on the language pack you are using, this may show differently. You can find it by going to the 'Administration Console' > 'Processes' > 'Suppliers'. When enabled, […]