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 This functionality is available from v2.192+ What are ticket suggestions? Ticket suggestions in Halo can be used to advise your agents on values […]
Agent Access to Services
In this guide we will cover: – Choosing the Restriction Method – Configuring each Restriction Method Admin Guides: Services Related Guides: Access Control Service Catalogue Whilst administrators can see all services and categories by default (via "Owner" access"), access for non-administrators can be set in a few different ways. Choosing the Restriction Method Go to […]
Connected Instances
In this guide we will cover: – Creating an Application – Linking a Connected Instance – Creating a Linked Ticket List – Using a Linked Ticket List Connected instances can be used to allow agents from two separate Halo instances to work on the same ticket list. In this example, we are joining a PSA […]
Sensitive Tickets
In this guide we will cover: – What are sensitive tickets? – How to mark a ticket as sensitive – Who can see sensitive tickets? – Reporting on sensitive Tickets What are Sensitive Tickets? Any ticket in Halo can be marked as being 'sensitive', doing this will restrict who can see this ticket, both in […]
Change Advise Boards (CABs)
In this guide we will cover: – Creating a CAB – Importing CAB Members via Entra – Microsoft Teams Notifications – CAB Roles – Adding a CAB to an Approval Process Admin Guides: Approval Processes Related Guides: Approval Process Approvers Approval Processes Overview Internal Quote Approvals A Change Advise Board is a set group of […]
Syncing Tickets Between Instances
In this guide we will cover: – Connecting instances – Determine how Tickets and actions are synced (mappings) – Action Configuration – How to Pass tickets and updates between Instances – Worked Example – Troubleshooting The functionality outlined in this guide is available as of v2.184+ of Halo. For functionality prior to this version see […]
Access Control
In this guide we will cover: – What is Access Control? – Setting Access Control – How Access is Shown – Reassigning Access Control (v2.180.1+) What is Access Control? Access control is a method of administrator agents allowing non-administrator agents the ability to view, or view and edit, areas within the configuration. This allows agents […]
Ticket Categories
In this guide we will cover: – What are Ticket Categories? – Making Ticket Categories – Setting Ticket Categories from an Action – Restricting Ticket Categories – Reporting on Categories – Rules Based on Ticket Category – Field Visibility (as of v2.179.1+) Admin Guides: Categorisation Related Guides: Actions Billing Rules (Formerly Billing Plan Combinations) Customer, […]
Followers and Following Tickets
In this guide we will cover: – What is following a ticket – How Agents can follow a ticket – How End Users can follow a ticket What is following a ticket? Following a ticket BCCs your agent email address onto any email correspondence from the ticket. This was originally created to ensure that when […]
Navigating Ticket Areas
Ticket Areas and their uses. The Halo Ticket screen is likely to be the most used page within Halo. So, we’ve designed it for the way that teams want to work. 1. Agent – This is a technician in a team, the small green circle attached to it indicates their availability status, e.g. Green = Available. […]
