Ticket Rules

In this guide we will cover: – Ticket Rules – "Use" Dropdown – Details Tab – Global Settings (Configuration > Tickets > General Settings) – Criteria – Outcomes – Notifications – Adding OLAs – Manual Ticket Rules – Monitoring Rules Applied to Tickets – Useful Ticket Rule Example Admin Guides:  Tickets General Settings Ticket Types […]

Ticket/Client Areas

In this guide we will cover: – What are Ticket Areas? – Configuring Ticket Areas – Navigation Menu Layout – Creating Navigation Profiles for Other Entities – Override the Screen Layouts Per Agent – Override the Screen Layout Profile Per Customer – Split Customer Level Tickets Tab Per Ticket Area – Option to Pin the Details Tab to the […]

Using “Drag and Drop”

How to use the "Drag and Drop" functionality throughout the Halo web-app. Drag and Drop The drag and drop functionality makes re-assigning tickets quick and easy. When viewing a ticket screen such as the one below, click and hold the left mouse whilst moving to drag and drop the ticket over an agent's name or […]

Ticket Dashboards

In this guide we will cover: – Overview and Benefits – Creating your Dashboards – Creating Widgets – Dashboard Configuration Overview and Benefits Ticket Dashboards are an alternative way to view your ticket lists and various other important areas of Halo, such as custom tables and in-depth details of tickets. Ticket dashboards are like global […]

Annotating Images in Actions

How to annotate an image within a rich text field. Adding captions to images can be a great way of creating an easy-to-understand response or resolution for an end-user. This is available in all rich text boxes. Adding a Caption Add the image to your email by copy/pasting inline with the text or dragging into […]

To-Do Lists

The following video is by Renada Elegant Solutions, one of our onboarding partners. This video covers setting up to-do lists, attaching them to tickets manually and also attaching pre-configured to-do lists by matching a ticket rule and applying a ticket template with a to-do list attached. The other more complicated setup explained in this guide, […]

Software Releases

In this guide we will cover: – What is the Software Releases functionality?  – Configuring Software Releases – Using Software Releases – Logging work for a release (tagging tickets to a release)  – Viewing the changes made within a version – Sending Release emails – Tracking Release Issues and Statistics Associated Configuration settings guide:  Software […]

Agent and User Impersonation

In this guide we will cover: – How to impersonate agents and users – Multi-Tenancy Portal Section when impersonating Users (v2.230.1+)  How to impersonate agents and users Agent and user impersonation can be enabled in advanced settings: Fig 1. Allow user/agent impersonation This will add a button to the agent and user details screens to […]

Date Format

Halo is displaying in the wrong date format for the region you are in. For example, it is displaying the dates as MM/DD/YYYY when based in the UK. In this guide we will cover: – How to set how date format displays How to set how date format displays Halo uses your browser's time zone […]

Azure Actions

Added a new action system use called 'Azure Action', allowing for the ability to create Users in Azure and assign them to groups via system actions. A new action system use called 'Azure Action' is now available.  When this option is selected, a new "Azure Action" tab will show on the action configuration. Here you […]