Call Pop-Up for Microsoft Teams

In this guide we will cover: – Configuring the Teams Admin Centre – Configuring each User Admin Guides: General Settings (Call Management) Related Guides: Call Management Microsoft Teams Integration This guide takes you through how to configure Microsoft Teams to launch the Halo call screen when answering inbound calls from Teams. Configuring the Teams Admin […]

Using Dollar Variables in Actions

Using $-variables to customise the information sent to end-users and displayed to agents. Related Articles: Email settings Creating and customising Actions Custom Fields Ticket fields Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no replacement of them if this […]

Modifying and Adding Workflows

How to create or change a workflow to guide the flow of work your agents perform. Related Articles: Actions Teams Ticket Types In this guide we will cover: Amending/Adding Workflows Adding a Closure Approval Step Automation Actions Integration Runbook Action Adding Agent/ User Restrictions on Actions Workflow Specific Actions Admin Guides Workflows Related Guides Access […]

Altering Ticket Types

In this guide we will cover: – What are Ticket Types?  – Creating a Ticket Type Admin Guides: Ticket Types Related Guides: Modifying and Adding Workflows Service Level Agreements (SLAs) Statuses Note: We cover a lot of the most used settings in this guide, but there are a lot more options. For detail on what […]

Ticket Templates

In this guide we will cover: – Creating a Template – Creating New Template Groups – Values Tab – To-Do Lists – Related Assets – Child Templates – General Configuration Options – Setting Custom Table Default Values – Applying Templates – Filtering for Templates by Group – Default Option on a Ticket Area – Saving […]

Call Management

In this guide we will cover: – What is Call Management? – Ways to Open the Call Screen – Call Screen Walkthrough – Customising the Call Screen – Logging Tickets from a Call Admin Guides: Call Management Related Guides: Call Scripts What is Call Management? Call Management is used when you have agents answering the […]

Recurring Invoice Approvals

In this guide we will cover: – Enabling Recurring Invoice Approvals – Creating an Approval Process – Following the Approval Process Admin Guides: Approval Processes Recurring Invoices Related Guides: Approval Processes Overview Recurring Invoices Enabling Recurring Invoice Approvals In Configuration > Billing > Recurring Invoice Approvals, enable approvals with the "Enable Recurring Invoice Approvals" checkbox, […]

Site Address Lookup Custom Field

This custom field provides a dropdown of the site addresses for a customer select distinctssitenum as [ID],concat(sdesc,' ',Asline1,' ',Asline2,' ',ASLine3,' ',ASLine4,' ',Asline5) as [Display]from Siteleft join area on sarea=aarealeft join tree on treeid=atreeidleft Join AddressStore on AddressStore.assiteid = ssitenumwhere isnull(sisinactive,0)<>1and isnull(AIsInactive,0)<>1and isnull(ASInActive,0)<>1and sarea = (select aarea from users left join site on usite = ssitenum left join area on sarea = aarea where uid = $userid)

Link a User to an Action

In this guide we will cover: – Variables on Actions – Using Variables in Links Variables on Actions Within Halo you can use a dollar variable to link users to an action. There are default attachment options at the action level, so the use case may be you need the customer to sign for something, […]

Starting a Workflow from an Action

In this guide we will cover: – Setting a Workflow on an Action – Use on a Ticket Admin Guides: Actions Workflows Setting a Workflow on an Action In Configuration > Tickets > Actions, you can select the action you wish to apply this to. Under the Details tab of the action, there is a […]