3CX Integration

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 […]

Ticket Area Breakdown

A breakdown of each option in a ticket area.  The Halo Ticket screen is likely to be the most used page within Halo. So, we’ve designed it for the way that teams want to work. Fig 1. The Ticket Screen 1. Agent – This is a technician in a team, the small green circle attached to […]

Drag and Drop Tickets Onto a Calendar to Create Appointments

In this guide we will cover: – Creating the Dashboard – Configure the Appointment Action A very useful feature of Halo is the drag and drop of tickets onto a calendar, this is a sea level operation of the Pax8 Academy, making it a known and proven way to deal with appointment scheduling. This feature […]

Timesheet Approvals

In this guide we will cover: – Enabling Timesheets and Timesheet Approvals – Adding a Manager to Approve – Approval/Rejection – Approve For The Week – Rejection Emails – Holidays Admin Guides: Time Management Holiday Management Workdays Email Templates This guide details how to configure timesheet approvals and their use. It also details how you can […]

Using Category Group as Ticket Rule Criteria

In this guide we will cover: – What is a Category Group? – Creating Category Groups – Creating a Ticket Rule Related Guides: Ticket Categories What is a Category Group? A category group is a way of grouping category values with common themes, and this can then be used to trigger ticket rules. Creating Category […]

One-Click Feedback

In this guide we will cover: – Ticket Closed Email Template – Edit link option for image within Email Template – Setting bounds for feedback variables – Functionality for an End-User Clicking on an Image – Feedback Configuration options – Preventing false feedback (from email link scanners) – Reporting on Feedback  One-Click Feedback is a […]

Time Tracking

In this guide we will cover: – Logging Time on an Action – Adding Quick Time – Deleting Time Entries – Viewing Your Timesheets – Triggering Rules from Time Taken – Charge Type field on Quick Time Configuration Setting Guides: Time Management Fig 1. Time Management Configuration Module. Time tracking is a function to monitor how […]

Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)

                                                                                  In this guide we will cover: – Default Ticket Type Assignment Options – Global Ticket Settings – Options Shown on New Ticket Screen/New Actions – Agent Statuses, Ticket Statuses and Teams – Qualification Matching – Load Balance per Ticket Type – Load Balance per Agent – Load Balance per Team – Load Balance Re-Opened Qualified […]

Missing or Deleted Tickets

In this guide we will cover: – Why can't I access a Ticket? – Recovering Deleted Tickets – Preventing Agents from Deleting Tickets Why can't I access a Ticket? The below screen indicates a ticket that cannot be accessed. Fig 1. Inaccessible Ticket. There are a variety of reasons as to why this may be […]