Allow Users to Update their own Details from the Portal
In this guide we will cover: – Allow Users to Update system User fields – Allow Users to Update Custom Fields – Editing Fields in the Portal From v2.228+ you can allow users to update their own user details from the self service portal. Making it easier for users to keep their details up […]
Tickets in the Self-Service Portal
In this guide we will cover: – Allowing Tickets to be Logged in the Portal – Enabling Menu Button – Allowing anonymous Ticket logging – Allow Ticket Logging Via Assets (v2.230.1+) – Enabling Ticket drafts – Enabling Attachments – Displaying User Information (v2.226+) Admin Guides Self Service Portal Ticket Types Related Guides: Self-Service Portal Restrictions Appearance/Home Screen […]
Custom CSS in the Self-Service Portal
In this guide we will cover: – Adding CSS – How to customise the look of your Self service portal using CSS – Customisation Examples Various options are available to allow you to customise your end user portal. These can be set and adjusted easily in the UI. This includes changing elements such as your […]
Optional Services
In this guide we will cover: – What are Optional Services? – Displaying Optional Services in the Service Catalogue – Optional Services Visibility Admin Guides: Services Related Guides: Allow Users to Self-Issue Items The Service Catalogue Service Catalogue The Service Catalogue – Advanced Configuration What are Optional Services? Optional services allow your users to pick additional […]
Start to Finish: Service Requests
In this guide we will cover: – What is a Service? – Creating a Ticket Type or Ticket Template – Creating Custom Fields – Creating an Approval Process – Creating a Workflow – Adding the Service to the Service Catalogue – Showing the Service on the Self-Service Portal – Logging a Service Request Admin Guides: Services […]
Custom HTML Banner on the Self-Service Portal
In this guide we will cover: – Adding a Custom Banner to the Self-Service Portal – Using Sticky Banners Adding a Custom Banner to the Self-Service Portal In Configuration > Self-Service Portal, scroll to the "Home Screen" section and enable "Display custom HTML". Further options will then show underneath to choose the position(s) of the […]
Navigating the Self-Service Portal (For End Users)
In this guide we will cover: – Home Page – Customising User Preferences – Logging Tickets – Viewing Tickets – Requesting Services – Viewing and Approving Quotations – Viewing Dashboards – Viewing Assets – Viewing Agreements/Contracts – Viewing Invoices – Navigating the Knowledge Base This guide will cover an outline of how users can navigate […]
Execute Automation Runbooks from the Chatbot
In this guide we will cover: – Introduction – How to trigger a Runbook from the chatbot – Use Chat Data in a Runbook – Keep the User updated on Runbook progress – Auditing the Runbook – Restrict the chat progress based on Runbook Result message Related Guides: Chat Bot and Chat Profiles Virtual Agents […]
Live Chat in Halo
In this guide we will cover: – What is Live Chat in Halo? – Starting Live chat – The Chat Area – Translating Live Chat – Waiting for Live Chat Agents – Abandoned Live Chats – Reporting on Live Chat – Allowing Attachments in the Live Chat – Virtual Agents Admin Guides: Chat Related Guides: Chat […]
Restricting User Access to Services
In this guide we will cover: – How to Restrict access to the whole Service Catalogue – Configuring Access to Service Categories – Configuring access to specific services – Restricting Access when a service belongs to multiple categories – Restricting Access to Buttons within a Service Services within the service catalogue can be restricted to […]