Column Profiles

In this guide we will cover: – Available Entities and Defaults – Creating a Column Profile – Sorting Tickets – Display Types (Kanban, Tile, Gantt) – Column profiles and Child Tickets – Using Dashboard Column Profiles – Access Control – Billing Column Profiles – Filtering via the Column Profile Admin Guides:  Ticket Types Views Self […]

Start to Finish: Service Desk Basics

In this guide we will cover: – What is the Service Desk Area? – Creating a Ticket Area – Creating Ticket Types – Creating Statuses – Setting SLAs and Workdays – Creating Actions – Creating a Workflow – Logging a Ticket Related Guides: Start to Finish: Service Requests What is the Service Desk Area? The […]

Customising how your Tickets Look

In this guide we will cover: – Ticket Layout Overview – Customise if and how the Workflow Stages of the Ticket Appear – Customise How to Progress Feed Looks/is Organised – Customise how the SLA Timer displays – Customise when the Sidebar shows and the Information that shows here – Customise the Information that is […]

Intermedia Contact Centre Integration

In this guide we will cover: – What is the Intermedia Contact Centre Integration? – Obtain Connection Details – Create Webhook in Intermedia – Enable Intermedia for each Agent – Integration settings – User Matching – Tracking Calls What is the Intermedia Contact Centre Integration? The Intermedia Contact Centre Integration allows you to manage and […]

Customising Ticket Views in Halo

In this guide we will cover: – An Overview of Viewing Tickets – Levels of Filtering and Customising the Ticket View  An Overview of Viewing Tickets There are various customisation options in Halo to organise where different tickets show and how agents can view them. Allowing you to configure your service desk to be optimal […]

Call Scripts

In this guide we will cover: – What are Call Scripts? – Creating a Call Script – Question Types – Choosing and Following a Call Script Admin Guides: Call Scripts Related Guides: Call Management What are Call Scripts? Call scripts are a series of questions used to guide agents through a dialogue when on call […]

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 […]

Major Incident Management

In this guide we will cover: – What is a Major Incident? – Tha Major Incident Console – Identifying a Major Incident – Logging a Major Incident Ticket – Actioning the Major Incident Ticket – Resolving and Closing the Major Incident What is a Major Incident? A Major Incident is effectively an Incident that is […]

Redacting Card and Social Security Numbers (SSN)

In this guide we will cover: – Redacting Card Numbers – Redacting Social Security Numbers – Context Aware Redaction Rules Card numbers and Social Security Numbers (SSN) can be redacted from new tickets or actions, either partially or wholly.  Redacting Card Numbers In Configuration > Users > General Settings > Data Compliance Settings, a dropdown […]

Ticket Sources

In this guide we will cover: – What is a Ticket Source? – Adding to Columns and Lists – Ticket Rule Criteria – Setting Source by Actions – Notifications – Excluding/Ordering Ticket Sources What is a Ticket Source? Ticket source is a field that is automatically set to display where a ticket has been created […]