Operations Assistant for Agents & Team Leaders
In this guide we will cover: – Chat Profiles for Agents – Agent App Virtual Agents – Virtual Analyst Use – Default Agent App Virtual Agents – Chat Improvements Chat Profiles for Agents Chat Profiles are available within the Agent Application, which allows the Virtual Agent feature to be utilised by Agents for quick actions […]
Redacting Card and Social Security Numbers (SSN)
In this guide we will cover: – Redacting Card Numbers – Redacting Social Security Numbers (v2.206.1+) – Context Aware Redaction Rules (v2.206.1+) 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, […]
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 Ticket Sources (v2.204.1+) What is a Ticket Source? Ticket source is a field that is automatically set to display where a ticket has been […]
Redact Sensitive Audit Logs on a Ticket
In this guide we will cover: – Enabling the Audit Log Tab – Redacting Sensitive Information from Logs (v2.202.1+) As of v2.202.1+, audit logs can be redacted from view, allowing sensitive information such as password or HR fields to be hidden from audit logs and reports. Enabling the Audit Log Tab The auditing tab can […]
Chat Web Searching with Virtual Agents
In this guide we will cover: – Creating a Custom Virtual Agent – Configuring a Chat Profile – Configuring the Runbook – Using the Chat Related Guides: Chat Bot and Chat Profiles Virtual Agents in the Chat Bot Virtual agents can be integrated with the chat functionality to allow AI-responses to agent or user questions. […]
Risk Scoring
In this guide we will cover: – Enable Risk Scoring – Risk Scoring Using a Single Select – Risk Scoring Using a Calculation – Risk Scoring Using Impact and Risk Fields (v2.204.1+) Related Guides: Change Management Custom Fields Risk scoring works by calculating a score based on custom fields on a ticket, and can be […]
Ticket Suggestions- without the use of AI
In this guide we will cover: – What are ticket suggestions? – The Logic behind ticket suggestions – How to configure ticket suggestions without the use of AI – Using ticket suggestions This functionality is available from v2.192+ What are ticket suggestions? Ticket suggestions in Halo can be used to advise your agents on values […]
Connected Instances
In this guide we will cover: – Creating an Application – Linking a Connected Instance – Creating a Linked Ticket List – Using a Linked Ticket List Connected instances can be used to allow agents from two separate Halo instances to work on the same ticket list. In this example, we are joining a PSA […]
Sensitive Tickets
In this guide we will cover: – What are sensitive tickets? – How to mark a ticket as sensitive – Who can see sensitive tickets? – Reporting on sensitive Tickets What are Sensitive Tickets? Any ticket in Halo can be marked as being 'sensitive', doing this will restrict who can see this ticket, both in […]
Change Advise Boards (CABs)
In this guide we will cover: – Creating a CAB – Importing CAB Members via Entra – Microsoft Teams Notifications – CAB Roles – Adding a CAB to an Approval Process Admin Guides: Approval Processes Related Guides: Approval Process Approvers Approval Processes Overview Internal Quote Approvals A Change Advise Board is a set group of […]