Additional Agents

In this guide we will cover: – What are Additional Agents?  – Configuring Additional Agents – Updating Additional Agents – Adding Additional Agents to a Column Profile – Notifications – Adding Additional Agents to an Appointment What are Additional Agents?  If there are multiple agents working on a ticket, the agents that are not assigned but […]

Searching Entities

In this guide we will cover: – Global Searching – Entity Specific Searching – Searchable Parameters per Entity – Filter and Sort Results – Self-Service Portal Searching – Advanced Searching – Searching Configuration Settings Global Searching When looking for something in your instance the global search bar can be utilised to quickly find the specific […]

Approval Process Approvers

In this guide we will cover: – "Approve by" Options – Approval Overrides – Approver Notes Admin Guides: Approval Processes Related Guides: Approval Delegation Approval Processes Overview  Approval Process for a Users Department Manager "Approve by" OptionsIn order to get to this menu, you will need to head to Configuration > Tickets > Approval Processes […]

Event Management

In this guide we will cover: – Setting up Event Management – Creating an Event Rule – Overseeing Events  Event management allows you to manage the events that are triggered by Asset Management and Alerting integrations using webhooks. Using this module you can create rules to determine which events log tickets and control the fields/configuration […]

Parent and Child Tickets

In this guide we will cover: – What are Parent and Child Tickets? – Identifying a Parent or Child Ticket – Linking Tickets Manually – Creating Child Tickets Automatically – Actions between Parent and Child Tickets – Child Ticket Behaviour when Merging Parent Tickets – Adding Child Tickets into the Column Profile Admin Guides: General […]

Scheduled Tickets

In this guide we will cover: –  What are Scheduled tickets? – Creating Scheduled tickets – Adding From Client Level What are Scheduled Tickets? Using Scheduled Tickets can inform your Agents of recurring events and monitoring to be done. This will generate a Ticket at a set time with a given interval (such as every […]

Merging Tickets

In this guide we will cover: – What is Merging? – Merging Two Tickets – Unmerging Tickets What is Merging? Halo allows the merging of two tickets into one another. When tickets are merged, all actions on one ticket are moved onto another. This can be done for a variety of reasons, often this is […]

SLAs and Priorities

Using your SLAs and priorities to maintain customer relationships is one of the most powerful parts of Halo. When combined with the use of a dashboard and notifications the SLA or Service Level Agreement between you and a client or customer is a contract between yourselves of the timescales you agree to handle and complete […]

Canned Text

In this guide we will cover: – What is Canned Text? – Using Canned Text – Adding new Canned Text From an Action – Managing Canned Text – Importing Canned Text    Admin Guides: Canned Text What is Canned Text?  Canned text is pre-written, easily accessible content designed to allow speed and consistency in your actions. […]