Database Lookup Example – Attaching the User’s Role to a Ticket.
In this guide we will cover: – How to attach a user's role to a ticket using a database lookup One of the great features within Halo is the ability to populate fields on i.e. a ticket with information found in the database. This data is found using SQL queries which will return the information […]
Statuses
In this guide we will cover: – Status Configuration – SLA Settings – Email Settings – Miscellaneous Settings – Load Balance Restrictions – Ticket Type Status Changes – Workflow Status Restrictions For a detailed list of all settings along with their descriptions for Statuses and Ticket Types click on these links: Statuses Ticket Types Statuses are […]
Chat Bot and Chat Profiles
In this guide we will cover: – What is the Chat Bot? – How to Configure a Chat Profile – User Verification – Start Live Chat – Translate Live Chat (Using Azure Translator) – Example Bot Flow – Customising the Chat Bot Profile – Setting which Chat Profile is used – Determine the start step of […]
Ticket Groups
In this guide we will cover: – Use Case – Configuring Groups – Setting Agent/Role Restrictions Admin Guides: Tickets General Settings Agents Ticket Types Use Case Ticket types can be grouped, which has a great use case for delegating ticket type access on roles. Now if there are new ticket types added to your halo, […]
Workflows
In this guide we will cover: – Creating Workflows – Creating a Workflow Step – Details Pane – Automation Actions – Integration Runbook Action – Access Restriction on Actions – Workflow Specific Actions – Viewing the Workflow from a Ticket Admin Guides: Workflows Workflows allow you to structure the process a Ticket goes through before […]
Approval Delegation
In this guide we will cover: – Ad-hoc Approvers – Enabling User Delegation – Breakdown of Achieving Approval Delegation – Activate Approval Delegation Automatically when a User is Out of Office – Enabling Agent Delegation Ad-hoc Approvers Within Halo we can set Approval Users to Delegate their approvals if required. This is done through enabling a […]
Operational-Level Agreements (OLAs) on Workflows
In this guide we will cover: – What are OLAs? – Configuring OLAs – Reporting on OLAs Related Guides: Modifying and Adding Workflows What are OLAs? Operational-Level Agreements are, at their very base, target times for certain parts of a Workflow, whether that be the Stages or individual Steps. The main configuration for these will […]
Holiday Management
In this guide we will cover: – Setting Holiday Allowance – Booking Holidays – Holiday Types – Approving Holidays Admin Guides: Holiday Management Setting Holiday Allowance Your Agents' holidays can be managed, allowing you to establish a "holiday allowance" per Agent and incorporate approvals for holiday requests. Within Configuration > Teams & Agents, you will […]
Add Attachments to Child Tickets from Parent Tickets
In this guide we will cover: – Copy Attachments from Parent to Child Tickets Copy Attachments from Parent to Child Tickets If you would like to copy attachments from a parent to a child ticket you can use the setting at the ticket type level displayed below Configuration > Tickets > Ticket Types > Details: […]
Anonymous logging for certain ticket types, can be embedded on website or accessed via a specific URL
In this guide we will cover: – Setting up Anonymous Ticket Logging Setting up Anonymous Ticket Logging You can allow users to log requests anonymously (without authentication to the portal) for certain ticket types in the following way. The form can be accessed via a link or can be embedded on a website by adding […]