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What's the catch?

Introducing ARR Milestones. When we grow, you save.

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Introducing ARR Milestones. When we grow, you save.

What's the catch?

Learn More >

FAQ List: Processes

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, […]

Creating A New Form

To create a new form, first head to: 'Administration Console' > 'Processes' > 'Forms' > 'Ticket Types'. Here you'll be presented with a list of your existing ticket types, whether these are ones you/ your HaloCRM consultant has built, or our out-of-the-box default ticket types. To create a new one, press 'new' in the top […]

Workflows

This documents guides you on what a workflow is, how to use one and how to create and modify them on Halo. A workflow, as the name suggests, is the flow in which something works. In this case, it is the flow of a ticket. I.e. the journey from start to end. Some workflows are […]

Remote Support

If your company requires remote support at times, you can set this up in Halo to send out invites and store access information. Halo supports a range of remote support integrations – which you can see below. To enable one, go to the 'Administration Console' > 'Workspace' > 'Integrations' > 'Remote Support'. Hover over it […]

Enabling Contact Closure Confirmation

Sometimes, agents might have closed a ticket before your contact was happy with the response or resolution they've been given. To avoid this, HaloCRM has a contact closure option so that tickets will only be closed if the contact is satisfied.    To enable this, head to the 'Administration Console' > 'Processes' > 'Forms' > […]

Using Parent And Child Tickets

This guide details the difference between parent and child tickets, how to use them and how HaloCRM administrators are able to change the behavioural outcome of the creation of child tickets.  Parent/child relationships can be used for delegation of subtasks or related issues (Child Tickets).     A parent ticket can have multiple child tickets […]

Ticket Statuses

Ticket statuses are used to track the lifetime of a ticket. They are used to give a quick view of the progress of the ticket.  Statuses are the easiest way to track the whereabouts of a ticket is in its lifetime when open, and being worked on. As with all other parts of the program, […]

Making Use Of Canned Text and $ Variables

In this guide we will cover: – Using Canned Text – Creating Canned Text – Variables – Canned Text Access Control – Team Specific Canned Text – Canned Text Favourites Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no […]

Using SLAs and Priorities

Using your SLAs and priorities to maintain customer relationships is one of the most powerful parts of Halo. When combined with the use of a dashboard and notifications the SLA or Service Level Agreement between you and a contact or customer is a 'contract' between yourselves of the timescales you agree to handle and complete […]