Agent and User Impersonation

In this guide we will cover: – How to impersonate agents and users – Multi-Tenancy Portal Section when impersonating Users (v2.230.1+)  How to impersonate agents and users Agent and user impersonation can be enabled in advanced settings: Fig 1. Allow user/agent impersonation This will add a button to the agent and user details screens to […]

How to change the colour of ‘How can we help you today?’ on the Portal

In order to change the colour of the title in the portal, we have to change the custom CSS  in Configuration > Self-Service Portal > *Click into the Custom CSS Button* A modal window will appear which has the editable CSS: Add the below "color" line into the custom CSS for the search title: .portal […]

How long is welcome/password reset e-mail sent from web app valid for?

In this guide we will cover: – Default Expiry – Changing the Default Expiry Default Expiry Welcome or password reset emails are valid for 24 hours by default. After this time, they will expire and the user will not be able to reset their password and login. Changing the Default Expiry This default can be […]

Web Announcement

In this guide we will cover: – What are Web Announcements? – Setting an End Date – Overrides – Visibility  – Permissions What are Web Announcements? Web announcements are messages that are displayed to all users on the End-User Portal. They can be set as seen below. Fig 1. Web Announcement option. Setting an End […]

Allow Users to Self-Issue Items

In this guide we will cover: – How to allow users to issue their own item from the portal. – How to enable the item catalogue in the portal. – How to restrict what items users can issue. – Item Selection Services Related Guides: Issuing Products The Service Catalogue Optional Services Users may need an […]

Service Status Monitoring

In this guide we will cover: – Monitored Services – Setting up a Monitored Service (Email Alerts) – Ticket Driven Service Monitoring – Service Monitoring in the Portal – Service Monitoring and Live Chat – Notify Users/Agents when a Service Status Changes Related Guides: Service Catalogue The Service Catalogue – Advanced Configuration Monitored Services Services […]

Halo Live Chat – Embedded on Other Sites

In this guide we will cover: – Embedding Live Chat on Other Sites – Populate custom fields with data from a chat session started by the Events API of the chat Embeddable Widget Embedding Live Chat on Other Sites Within the Chat Profile configuration, set "Access" to "Self-Service Portal & External Websites". This will allow […]

Microsoft Teams Integration

In this guide we will cover: – What is the Microsoft Teams Integration? – Main Configuration – Communicating with Users from Halo using Teams – Communicating in Teams using Chatbots – Prescence Notifications – Importing Shifts from Teams Related Guides: Call Pop-Up for Microsoft Teams Embedding your Halo Self Service Portal into Microsoft Teams Pushing […]

Self-Service Portal Customisation

In this guide we will cover: – Portal Customisation – Setting Portal Access – Home Screen – Tickets on the Portal Portal Customisation The Self-Service Portal can be customised in Configuration > Self-Service Portal. This guide will step you through each of the settings on this screen. These settings are used to change how your […]