Configuring a Co-Managed Support Setup

In this guide we will cover: – Permissions – Allocating Tickets to their Respective Teams – Granting Access to Certain Actions – A Summary of the Setup – Agent-Level Client Restrictions Tab Admin Guides: Agents Roles Related Guides: Ticket Rules Ticket Areas Ticket Groups If you are looking to configure a co-managed support model, then […]

Additional Agents

In this guide we will cover: – What are Additional Agents?  – Configuring Additional Agents – Updating Additional Agents – Adding Additional Agents to a Column Profile – Notifications – Adding Additional Agents to an Appointment What are Additional Agents?  If there are multiple agents working on a ticket, the agents that are not assigned but […]

Calendars and Appointments

In this guide we will cover: – Using the Calendar – Viewing Entries in the calendar – Creating Appointments – Appointment creation Screen The calendar module in Halo can be used to view, track and manage agent appointments, holidays, tasks, change requests, projects and scheduled tickets. Agents will each have their own calendar, but can […]

Journeys

In this guide we will cover: – What are Journeys? – The Journey Actions – Tracking Open Journeys What are Journeys?  Journeys are used to track time on site, including the travel time. A journey can be started within a ticket using the 'start journey button'. Once the journey is started a time will begin […]

Tile and Kanban HTML $ Variables

Here is a list of the $ variables you can use for the Tile HTML and Kanban HTML in the views modules of tickets and sales. (Configuration > Tickets > Views > Column Profiles or Configuration > Sales > Views > Column Profiles)             "flagged",           […]

Event Management

In this guide we will cover: – Setting up Event Management – Creating an Event Rule – Overseeing Events  Event management allows you to manage the events that are triggered by Asset Management and Alerting integrations using webhooks. Using this module you can create rules to determine which events log tickets and control the fields/configuration […]

Scheduled Tickets

In this guide we will cover: –  What are Scheduled tickets? – Creating Scheduled tickets – Adding From Client Level What are Scheduled Tickets? Using Scheduled Tickets can inform your Agents of recurring events and monitoring to be done. This will generate a Ticket at a set time with a given interval (such as every […]