Integrations
Start a Trial
Book Demo
Book Demo
Start Trial

What's the catch?

Introducing ARR Milestones. When we grow, you save.

Learn More >

Introducing ARR Milestones. When we grow, you save.

What's the catch?

Learn More >

FAQ List: Service Desk

Approval Processes Overview

In this guide we will cover: – What are approval processes and when are they used?  – Creating an Approval Process – Additional Settings Against the Step – Triggering an Approval Process – Approving  – Overriding Approvals – Delegate approvals – Example Approval Process Admin Guides: Approval Processes What are approval processes and when are […]

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 […]

Problem and Change Management Using Fully Configured Workflows

In this guide we will cover: – Raising Problems – Dynamic Visibility of the Service Status Note – The Problem/Resolution Finder – Workflow Progression when the Cause is Identified – Workflow Progression when the Cause is Not Identified – Suggested Articles on the Ticket Creation Screen of the Portal Associated Guides: Workflows Change Management Ticket […]

Sort Client Level Tickets Tab by Ticket Area

In this guide we will cover: – Sorting Client Level Tickets Tab by Ticket Area Sorting Client Level Tickets Tab by Ticket Area The setting 'Split Tickets tabs into Ticket areas' in Tickets > General Settings replaces the tickets tab ,when viewing customers, sites, users, assets, and services, with tabs for each configured ticket area. […]

Service Level Agreements (SLAs)

In this guide we will cover: – What are SLAs? – General Settings – Workdays – Creating Service Level Agreements  – Approval Processes – Follow-Up Date Column – Resetting Respond-By Targets – Visualising Ticket Metrics – Create SLAs from XLS Import Configuration Settings Guides: SLA General Settings Service Level Agreements Workdays Tickets General Settings Related […]

$-Variables (Dollar Sign Variables)

In this guide we will cover: – What Variables can be Used – PDF Variables – Using Variables in Custom Fields – Formatting Variables – Variable Suggestions (v2.228+) Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no replacement of […]

Suppliers

In this guide we will cover: – Enabling Suppliers – Creating Suppliers – Viewing Supplier Profiles  – Tickets with Suppliers – Associating a Supplier (Items, Contracts, Assets, Documents, Purchase Orders) – Contacting a Supplier via the API – Allow Supplier Contacts to Access the Portal Admin Guides: Email (General Settings) Suppliers Related Guides: Asset Import […]

Restricting Field Access & Visibility

In this guide we will cover: – Restricting Field Access on a Ticket Type Restricting Field Access on a Ticket Type Restricting certain roles from being able to access particular fields on a ticket type is done within the ticket type level. Go into Configuration > Tickets > Ticket Type and enter the edit mode, […]