Distributing Tickets in Halo (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)

                 In this lesson we will cover: – Default Ticket Type Assignment Options – Global Ticket Settings – Options Shown on New Ticket Screen/New Actions – Agent Statuses, Ticket Statuses and Teams – Qualification Matching – Load Balance per Ticket Type Admin Guides: Statuses Ticket Types Related Guides: Custom Fields There are a few options for […]

Ticket Templates

In this lesson we will cover: – Creating a Template – Creating New Template Groups – Values Tab – To-Do Lists – Related Assets – Child Templates – General Configuration Options – Applying Templates – Filtering for Templates by Group – Default Option on a Ticket Area – Saving a Ticket Template Based on the […]

Call Management in Halo

                                                                                                                                                            In this lesson we will cover: – What is Call Management Used for?  – Logging a Call Manually – Adding and Creating Scripts – Integrating with Calling Software Associated Administrator Guides:  General Settings Call Scripts What is Call Management Used for? Primarily this feature is used when you have Agents answering the […]

Introduction

  Setting up your Service Desk is a crucial step towards configuring HaloPSA. By following the steps outlined in this course you will be able to lay the foundations on which other features can be built upon. Terminology Understanding the terminology in this course will help you when it comes to configuring your Service Desk, […]

Dynamic Field/Value Visibility

In this lesson we will cover: – What Dynamic Visibility Is – Configure Dynamic Field Visibility  What Dynamic Visibility Is Dynamic field visibility is the process of making a field dependant on the value of another field. When one condition is selected, the field will be made visible.  For example, we can configure fields within […]

Creating Tickets

In this lesson we will cover: – Creating Tickets via Email – Creating Tickets via the Self Service Portal – Creating Tickets Manually This article shows the 3 primary ways you can create tickets in Halo. Email – Tickets raised via Email, this is done via a polled mailbox which raises tickets. This can be configured under […]

SLA Workdays

In this lesson we will cover: – What are workdays/work hours used for? – Creating Workdays – Assigning workdays to SLAs – Time zones for SLA workdays Associated Admin Guides/ Guides: Admin Guide: Workdays Admin Guide: Service Level Agreements What are workdays/work hours used for? Workdays/work hours in Halo are used for service level agreement […]

Ticket Types (Field Lists)

In this lesson we will cover: – Adding to Your Field Lists – Modifying Fields – Asset Dependencies Tab – Adding Signature Fields to Ticket Types Associated Admin Guides: Ticket Types If you head to Configuration > Tickets > Ticket Types, you will be presented with a list of all of the ticket types currently […]

How to Configure Timesheets

In this lesson 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 (v2.176.1) Admin Guides: Time Management Related Guides: Timesheet Approvals  Time Tracking Key […]

Service Level Agreements (SLAs)

In this lesson we will cover: – Override SLA at Ticket Type Level – SLA Hold Reminders – Workdays Module – SLA Module – SLA Auto-Release Option – Approval Processes – Follow-Up Date Column Admin guides: SLA General Settings Service Level Agreements Workdays Tickets General Settings SLA Notifications Overview SLAs in Halo track initial response […]