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 (v2.208.1+) 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 […]
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 – Virtual Agents Admin Guides: Chat Related Guides: Chat Bot and Chat Profiles What is Live […]
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 […]
Knowledge Base Articles in the User Portal
In this guide we will cover: – Enabling the Knowledge Base Area – Showing User Article Views – Setting Article Restrictions – Setting FAQ Restrictions – Showing/Hiding Article Details – Pin the FAQ list to the page – Allow Users to leave feedback on Articles Enabling the Knowledge Base Area First, the knowledge base area […]
Branding in Halo
In this guide we will cover: -What can be branded in Halo? – How to Brand Email Templates – How to Brand the Self-service Portal What can be branded in Halo? User facing entities in Halo can be branded to, reflect the organisation or team that is providing the service to the user, or they […]
Self-Service Portal Restrictions
In this guide we will cover: – Menu Button Restrictions – Ticket Restrictions – Action Restrictions – Service Restrictions – Asset Restrictions – Knowledge Base Restrictions – Multi-Tenancy Restrictions Admin Guides: Self Service Portal Related Guides: Actions Asset Management Knowledge Base Self-Service Portal Customisation Service Catalogue This guide will cover various methods of restricting access […]