Filter Profiles

In this guide we will cover: – Filter Profiles – Configuring Filter Profiles (For Configuring Sales ticket filter profiles go to Configuration > Sales > Views) – Specifying Filter Criteria – Show Tickets which have not yet been reviewed for Billing Admin Guides:  Views Billing General Settings Filter Profiles Filter Profiles are ways to filter […]

Approval Process for a Users Department Manager

In this guide we will cover: – Head of the Users default Department – Create an Approval Process for The Users Manager to Approve Head of the Users default Department Should the End-User be part of a Department, the member of that Department that is marked as the Head of Department will be used as the […]

Creating Tickets

In this guide we will cover: – Creating Tickets via Email – Creating Tickets via the Self Service Portal – Creating Tickets Manually This article shows the 3 primary ways you can create tickets. Email – Tickets raised via Email, this is done via a polled mailbox which raises tickets. This can be configured under (Configuration > […]

Actions in Halo

Actions in Halo and their extensive customisation. Related Articles; Workflows Ticket types Working on a ticket requires Actions, these are the lifeblood of any production, resolution or implementation workflow. Actions within a ticket are located on the top bar on the inner window, there is no limit to the number of actions allowed for a […]

Mobile App

In this guide we will cover: – Enabling Mobile App Access – Downloading the App – Access and Action Tickets – View Teams and their Agents/Tickets – View and Scan Assets – Receive Push Notifications – View Customers and Access Instance Related Guides: Actions Asset Management  Custom Fields Teams  Working on Tickets The mobile app […]

SLA Workdays

In this guide we will cover: – What are workdays/work hours used for? – Creating Workdays – Assigning Workdays to SLAs – Time Zones for SLA Workdays Admin Guides: Workdays Service Level Agreements What are workdays/work hours used for? Workdays/work hours are used for service level agreement tracking and agent time tracking. Workdays and working […]

Workflow Automated Quick Actions

In this guide we will cover: – Creating a Quick Action – Setting the Automation on the Workflow – Using the Action Associated Admin Guides: Actions Workflows Related Guides: Creating and Using Quick Actions Creating a Quick Action To automate an action on a workflow, a Quick Action needs to be used. To configure one, […]

Workflow Step Rules

In this guide we will cover: – What are Step Rules? – Creating Rules – Example Rules Admin Guides: Workflows Rules Related Guides: Modifying and Adding Workflows Ticket Rules What are Step Rules? Step Rules are ticket rules that only apply at a certain step of a workflow instead of only on new tickets or […]

Column Profiles

In this guide we will cover: – Available Entities and Defaults – Creating a Column Profile – Sorting Tickets – Display Types (Kanban, Tile, Gantt) – Column profiles and Child Tickets – Using Dashboard Column Profiles – Access Control – Billing Column Profiles – Filtering via the Column Profile Admin Guides:  Ticket Types Views Self […]

The Opportunity Workflow

In this guide we will cover: – Modifying the Opportunity Workflow – Adding The Chevron View to the Workflow Progress Visual Shown on Tickets – Workflow Flow Chart – Adding the Quick Action For Emailing a Quote – Working Through The Ticket Using The Edited Workflow Admin Guides:  Actions Workflows Ticket General Settings Related Guides:  Workflows […]