Maintenance Windows

In this guide we will cover: – What are Maintenance Windows  – Enabling Maintenance Windows  – Environments  – Calendar view  Related guides:  Change Management  What are Maintenance Windows Maintenance Windows are a scheduled 'Window' of time for changes and updates to occur without causing as great of an impact.  Note: This feature is dependent on […]

Followers and Following Tickets

In this guide we will cover: – What is following a ticket – How Agents can follow a ticket – How End Users can follow a ticket  What is following a ticket? Following a ticket BCCs your agent email address onto any email correspondence from the ticket. This was originally created to ensure that when […]

Drag and Drop Tickets Onto a Calendar to Create Appointments

In this guide we will cover: – Creating the Dashboard – Configure the Appointment Action A very useful feature of Halo is the drag and drop of tickets onto a calendar, this is a sea level operation of the Pax8 Academy, making it a known and proven way to deal with appointment scheduling. This feature […]

Timesheet Approvals

In this guide we will cover: – Enabling Timesheets and Timesheet Approvals – Adding a Manager to Approve – Approval/Rejection – Approve For The Week – Rejection Emails – Holidays Associated Admin Guides: Time Management Holiday Management Workdays Email Templates This guide details how to configure timesheet approvals and their use. It also details how you […]

One-Click Feedback

In this guide we will cover: – Ticket Closed Email Template – Edit link option for image within Email Template – Setting bounds for feedback variables – Functionality for an End-User Clicking on an Image – Feedback Configuration options – Preventing false feedback (from email link scanners) One-Click Feedback is a simple, fast means of […]

Time Tracking

In this guide we will cover: – Logging Time on an Action – Adding Quick Time – Deleting Time Entries – Viewing Your Timesheets – Triggering Rules from Time Taken (v2.200.1+) – Charge Type field on Quick Time Associated Admin Guide: Time Management Fig 1. Time Management Configuration Module. Time tracking is a function to monitor […]

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

                                                               In this guide 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 – Load Balance per Agent – Load Balance per Team – Load Balance Re-Opened Qualified […]

Ticket Templates

In this guide we will cover: – Creating a Template – Creating New Template Groups – Values Tab – To-Do Lists – Related Assets – Child Templates – General Configuration Options – Setting Custom Table Default Values (v2.206.1+) – Applying Templates – Filtering for Templates by Group – Default Option on a Ticket Area – […]

Call Management

In this guide we will cover: – What is Call Management? – Ways to Open the Call Screen – Call Screen Walkthrough – Logging Tickets from a Call – Using Call Scripts What is Call Management? Call Management is used when you have agents answering the phone or making calls to log tickets. Agents can […]

Automatic Ticket Updates via Email

In this guide we will cover: – Benefits of providing Automatic ticket updates via email – How to provide Automatic ticket updates via email – How to request ticket updates via email Admin Guides: Email (General Settings) Benefits of Providing Automatic Ticket Updates via Email In this guide we will cover how to provide users […]