Ticket Types (Field Lists)

In this guide we will cover: – What is a Ticket Field? – Modifying Fields – Organise Fields into Pages on the Portal – Adding Signature Fields to Ticket Types Admin Guides: Ticket Types Related Guides: Custom Fields Altering Ticket Types What is a Ticket Field? A Ticket Field is a section on a Ticket […]

How to Configure Timesheets

In this guide we will cover: – Key Settings – Add Fields to Time Logging screen – Set Warning if Time Taken on Action Exceeds a Set Amount of Time – Setting Target Hours and Holidays – Timesheet Approvals – Incomplete Timesheets Notifications Admin Guides: Time Management Related Guides: Timesheet Approvals  Time Tracking What are […]

Working on Tickets

In this guide we will cover: – Actions on Tickets – Respond Button – SLA Option for Response Timer – Ticket Screen – Options For Viewing Ticket Progress Admin Guides: Actions SLA General Settings Ticket Types  Tickets General Settings Ticket Views Actions on Tickets As an agent you will be working on tickets which were […]

Closure Procedures (End-User Closure Confirmation)

In this guide we will cover: – Default Closure Procedures – Enabling End-User Closure Confirmation Procedures – Closure Settings on Ticket Type – Email Templates – Configuring the Worked Example – Additional Features per Ticket Type -Closure Confirmation Procedures for Project tickets Default Closure Procedures Within Halo, the standard practice for closing tickets, is that the […]

Connecting AI to Halo

In this guide we will cover: – How to connect AI to your Halo instance – AI Functionalities Before AI can be leveraged in your Halo instance you will first need to set up an AI connection. In this guide we will run through how to connect your Halo to various AI models.  For the […]

Ticket Views

In this guide we will cover: – Default Views (Agent Preference, Global Setting, Ticket Areas) – Tickets Viewing Options (By Team, By Ticket Type, All Tickets) – Custom Ticket Lists (My Lists) – Configure Tickets By Team View – How To get The "Add More Teams" Button To Display – Column Profiles – Mentioning Agents […]

Updating Workflow Step Based on the Stage that is Clicked

In this guide we will cover: – Setting up Chevron view – Editing the Workflow – Using on a Ticket Within the Details tab of the workflow, you can add in the step you would like to move to if the chevron view is enabled and a stage of the workflow progress visual is clicked […]

Actions

In this guide we will cover: – New Action Screen – Details Tab – Defaults Tab – Field List Tab – Other Uses Tab – Restricting Access – Action Groups Admin Guides: Actions Related Guides: Access Control Actions: System Uses  Custom Fields Actions define what you can do on a ticket. Performing an Action on […]

Composite Reports

In this guide we will cover: – Creating and Selecting Reports – Customising SQL with $-Variables – Building the Composite Report – Appending/Prepending a PDF – Appearance Tab – Reports Table – Formatting the Composite Report – End-User Access – Scheduled Emails Composite reports in Halo allow you to present multiple reports to your clients […]

Shifts

In this guide we will cover: – What are Shifts and what can they be used for? – How to Create Shifts – Team Shifts – Shift Visibility – Shift Functionality – Importing Shifts from Microsoft Teams – Shift Clock In/Out – Ad-Hoc Shifts Admin Guides: Time Management What are Shifts and what can they […]