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 Related Guides:  Change Management Custom Fields Risk scoring works by calculating a score based on custom fields on a ticket, and can be a […]

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 What are ticket suggestions? Ticket suggestions in Halo can be used to advise your agents on values that should be applied to a […]

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 – Email identification (v2.228.1+) Connected instances can be used to allow agents from two separate Halo instances to work on the same ticket list. In this example, we […]

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 can be marked as being 'sensitive', doing this will restrict who can see this ticket, both in the end […]

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 […]

Syncing Tickets Between Instances

In this guide we will cover: – Connecting instances – Determine how Tickets and actions are synced (mappings) – Action Configuration – How to Pass tickets and updates between Instances – Worked Example  – Troubleshooting The functionality outlined in this guide is available as of v2.184+ of Halo. For functionality prior to this version see […]

Ticket Categories

In this guide we will cover: – What are Ticket Categories? – Making Ticket Categories – Setting Ticket Categories from an Action – Restricting Ticket Categories – Reporting on Categories – Rules Based on Ticket Category – Field Visibility Admin Guides: Categorisation Related Guides: Actions Billing Rules (Formerly Billing Plan Combinations)  Customer, Site and User […]

Expenses

In this guide we will cover: – What are expenses in Halo? – Configuring Expenses – Logging Expenses – Invoicing Expenses – Expense reviews  –  Reimbursing Expenses – Tracking Expenses – Auditing Expenses  – Export Expenses to CSV What are Expenses in Halo? Expenses are used to track and/or invoice additional costs associated with a […]

3CX Integration Methods

In this guide we will cover: – Web Client Method – CRM Template Method – Desktop Softphone Method Halo can display incoming call pop-ups, place outgoing calls, and display the call handling screen when a call is accepted in 3CX. After recent changes by 3CX the below methods only work on Pro and Ent (Professional […]

Followers and Following Tickets

In this guide we will cover: – What is following a ticket – How Agents can follow a ticket – How End Users can follow a ticket  What is following a ticket? Following a ticket BCCs your agent email address onto any email correspondence from the ticket. This was originally created to ensure that when […]