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 One-Click Feedback is a simple, fast means of capturing general end-user satisfaction. At it's core, One-Click […]
Time Tracking
In this guide we will cover: – Logging Time on an Action – Adding Quick Time – Deleting Time Entries – Viewing Your Timesheets Associated Admin Guide: Time Management Fig 1. Time Management Configuration Module Time tracking is a function within Halo to monitor how much time agents spend on each action and the relationship […]
Distributing Tickets in Halo (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 Admin Guides: Statuses Ticket Types Related Guides: Custom Fields There are a few options for […]
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 – Applying Templates – Filtering for Templates by Group – Default Option on a Ticket Area – Saving a Ticket Template Based on the […]
Call Management in Halo
In this guide we will cover: – What is Call Management Used for? – Logging a Call Manually – Adding and Creating Scripts – Integrating with Calling Software Associated Administrator Guides: General Settings Call Scripts What is Call Management Used for? Primarily this feature is used when you have Agents answering the […]
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 Associated Administrator Articles: Email (General Settings) Benefits of Providing Automatic Ticket Updates via Email In this guide we will cover how to provide […]
Introduction
Setting up your Service Desk is a crucial step towards configuring HaloPSA. By following the steps outlined in this course you will be able to lay the foundations on which other features can be built upon. Terminology Understanding the terminology in this course will help you when it comes to configuring your Service Desk, […]
