Customising Ticket Views in Halo
In this guide we will cover: – An Overview of Viewing Tickets – Levels of Filtering and Customising the Ticket View An Overview of Viewing Tickets There are various customisation options in Halo to organise where different tickets show and how agents can view them. Allowing you to configure your service desk to be optimal […]
Call Scripts
In this guide we will cover: – What are Call Scripts? – Creating a Call Script – Question Types – Choosing and Following a Call Script Administrator Guides: Call Scripts Related Guides: Call Management What are Call Scripts? Call scripts are a series of questions used to guide agents through a dialogue when on call […]
Major Incident Management
In this guide we will cover: – What is a Major Incident? – Identifying a Major Incident – Logging a Major Incident Ticket – Actioning the Major Incident Ticket – Resolving and Closing the Major Incident What is a Major Incident? A Major Incident is effectively an Incident that is a very high priority issue, […]
Reporting Access Control
In this guide we will cover: – Access Control on Existing Report Groups – Variations of Access Control – Granting Access Control on Reports Related Guides: Access Control Access Control on Existing Report Groups Access Control has been added to various areas of Reporting in v2.208.1+. Three methods of restricting Report access through this method […]
Operations Assistant for Agents & Team Leaders
In this guide we will cover: – Chat Profiles for Agents – Agent App Virtual Agents – Virtual Analyst Use – Default Agent App Virtual Agents – Chat Improvements Chat Profiles for Agents Chat Profiles are available within the Agent Application, which allows the Virtual Agent feature to be utilised by Agents for quick actions […]
Ticket Sources
In this guide we will cover: – What is a Ticket Source? – Adding to Columns and Lists – Ticket Rule Criteria – Setting Source by Actions – Notifications – Excluding/Ordering Ticket Sources What is a Ticket Source? Ticket source is a field that is automatically set to display where a ticket has been created […]
Redact Sensitive Audit Logs on a Ticket
In this guide we will cover: – Enabling the Audit Log Tab – Redacting Sensitive Information from Logs Audit logs can be redacted from view, allowing sensitive information such as password or HR fields to be hidden from audit logs and reports. Enabling the Audit Log Tab The auditing tab can be enabled per ticket […]
Chat Web Searching with Virtual Agents
In this guide we will cover: – Creating a Custom Virtual Agent – Configuring a Chat Profile – Configuring the Runbook – Using the Chat Related Guides: Chat Bot and Chat Profiles Virtual Agents in the Chat Bot Available as of v2.200.1+, Virtual agents can be integrated with the chat functionality to allow AI-responses to […]
Ticket Suggestions- without the use of AI
In this guide we will cover: – What are ticket suggestions? – The Logic behind ticket suggestions – How to configure ticket suggestions without the use of AI – Using ticket suggestions What are ticket suggestions? Ticket suggestions in Halo can be used to advise your agents on values that should be applied to a […]
FAQ List Access Control
In this guide we will cover: – What is Access Control? – Access Control on Existing FAQ Lists – Granting Access Control on FAQ Lists – Viewing FAQ Lists Related Guides: Access Control What is Access Control? Access control is a method of administrator agents allowing non-administrator agents the ability to view, or view and […]