Service Level Agreements (SLAs)

In this guide we will cover: – What are SLAs? – General Settings – Workdays – Creating Service Level Agreements  – Approval Processes – Follow-Up Date Column – Resetting Respond-By Targets – Visualising Ticket Metrics – Create SLAs from XLS Import Configuration Settings Guides: SLA General Settings Service Level Agreements Workdays Tickets General Settings Related […]

Service/Application Availability Management

In this guide we will cover: – What is Service availability tracking? – How to set up service availability tracking – Be notified if a service is down – Reviewing downtime  What is Service availability tracking? Service and application availability tracking in Halo allows you to track the amount of uptime and downtime that has […]

Performing Ticket Approvals via API

1. Get Ticket Information First, retrieve the ticket details by making a GET request to: /api/tickets/{ticket_id} The response will contain an approvers array. Each approver entry contains: name – The approver's display name emailaddress – The approver's email user_id – The approver's user ID seq – Required for approval submission actionnumber – Required for approval […]

$-Variables (Dollar Sign Variables)

In this guide we will cover: – What Variables can be Used – PDF Variables – Using Variables in Custom Fields – Formatting Variables – Variable Suggestions 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 […]

How To Bulk Update Tickets, Drag and Drop Tickets Into Different Queues, An Explanation of Ticket Symbols

Canned Text vs Email Templates: What’s The Difference?

Canned text are text templates that can be used in actions. Agents can add canned text to an action by pressing the plus icon.  They can also start typing the first few words of canned text and it will appear as a suggestion, which they can select to autocomplete their typing. Once the action that […]

Grouping Tickets by Ticket Type in a Column Profile

Restricting Field Access & Visibility

In this guide we will cover: – Restricting Field Access on a Ticket Type Restricting Field Access on a Ticket Type Restricting certain roles from being able to access particular fields on a ticket type is done within the ticket type level. Go into Configuration > Tickets > Ticket Type and enter the edit mode, […]

Automated Tickets – Next Call Date

In this guide we will cover: – How to create an automated ticket based on the Next Call Date field Within Halo, you can set up automated tickets to monitor the agreement next call date field. This is useful for setting up a date to be notified as to when you should contact clients regarding […]

Surveys

In this guide we will cover: –  What are Surveys? – Survey Custom Fields  – Configuring the Survey text variable – Adding the Survey link to the Ticket Closed email template – Configuring when Surveys are sent – End-User Confirmation Admin Guides:  Surveys Note: Any variable written in this guide is written with a hyphen between the […]