Link a User to an Action

In this guide we will cover: – Variables on Actions – Using Variables in Links Variables on Actions Within Halo you can use a dollar variable to link users to an action. There are default attachment options at the action level, so the use case may be you need the customer to sign for something, […]

Emails with New Ticket Hyperlinks

In this guide we will cover: – Sending Specific URLs – Prefilling Form Data using URLs Sending Specific URLs When sending an email to a user that contains a hyperlink to the portal you can send them to a specific page on the portal by simply copying the URL for the specific page. For example […]

Remove Your Company Details from the Self-Service Portal

In this guide we will cover: – New Method (Recommended) – Old Method (Deprecated as of v2.145) By default your organisation details will appear in the footer of your self-service portal. These include your organisation address, phone number, email address and (as of v2.178+) website. All these organisation details are set under configuration > organisations. […]

Viewing Tickets in the Portal

In this guide we will cover: – Ticket Type Default – Ticket List on The Self Service Portal – Configuring Actions – Edit Actions on a ticket – Self-Service Portal Ticket Details Configuration – Column Profiles on The Self Service Portal – Change Agent Names in the Portal  In this example, we will take a look […]

Google Analytics in the Self-Service Portal

In this guide we will cover: – Setting up Google Analytics Setting up Google Analytics Google Analytics can be connected to your Halo Self Service portal, allowing you to track the traffic and user behaviour on the portal.  To set this up you will first need to obtain the measurement ID of your Google Analytics […]

Raising a Service Request

In this guide we will cover: – Creating the Ticket Type – Priority Field – Configure the Menu Button – Menu Button List – New Form Screen Admin Guides: Self Service Portal  Ticket Types Related Guides: Service Catalogue Creating the Ticket Type When tickets are raised by agents in (or by end-users on the Self-Service Portal) […]

Showing your Roadmap

In this guide we will cover: – Adding the Roadmaps Option to the Self-Service Portal – Enabling Roadmap Columns  Admin Guides: Self Service Portal You can show your upcoming changes on the Self-Service Portal via the inclusion of the 'Roadmaps' menu option. This will show Tickets of ITIL type 'Change Request' in a Kanban format, […]

Appearance/Home Screen

In this guide we will cover: – Basic Configuration Options – Home Screen Configuration Admin Guides: Self Service Portal Basic Configuration Options The Self-Service portal can be personalised to give your end-users a unique experience when providing self-service. All configuration options around customising your Self-Service portal can be found via heading to Configuration > Self-Service […]

Managing Multiple End User Portals

In this guide we will cover: – How to have a second end user portal set up – Customise the Branding of each portal – Customise Portal CSS – Customise Portal Language  – Setting Portal Access – Distributing portal URLs using $-Variables – Restricting Portal Button Access – Restricting Portal FAQ list access – Restricting […]

Virtual Agents in the Chat Bot

In this guide we will cover:  – What are Virtual agents in Halo? – Functions of Virtual Agents – Using Virtual Agents – Creating a new virtual Agent – Plugging a Virtual Agent into a Chat Profile – Custom Functions (against the chat profile) – Customising Virtual Agent functions  – Disable System functions – Restrict […]