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 – Choose which CAB Members are needed for Approval each Time  – Prevent Users and Agents approving their own Requests when part of a CAB […]

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 […]

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 Admin Guides: Categorisation Related Guides: Actions Billing Rules (Formerly Billing Plan Combinations)  Customer, Site and User […]

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 […]

Ticket Area Breakdown

A breakdown of each option in a ticket area.  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. Fig 1. The Ticket Screen 1. Agent – This is a technician in a team, the small green circle attached to […]

Timesheet Approvals

In this guide we will cover: – Enabling Timesheets and Timesheet Approvals – Adding a Manager to Approve – Approval/Rejection – Approve For The Week – Rejection Emails – Holidays Admin Guides: Time Management Holiday Management Workdays Email Templates This guide details how to configure timesheet approvals and their use. It also details how you can […]

Using Category Group as Ticket Rule Criteria

In this guide we will cover: – What is a Category Group? – Creating Category Groups – Creating a Ticket Rule Related Guides: Ticket Categories What is a Category Group? A category group is a way of grouping category values with common themes, and this can then be used to trigger ticket rules. Creating Category […]

One-Click Feedback

In this guide we will cover: – Ticket Closed Email Template – Edit link option for image within Email Template – Setting bounds for feedback variables – Functionality for an End-User Clicking on an Image – Feedback Configuration options – Preventing false feedback (from email link scanners) – Reporting on Feedback  One-Click Feedback is a […]

Time Tracking

In this guide we will cover: – Logging Time on an Action – Adding Quick Time – Deleting Time Entries – Viewing Your Timesheets – Triggering Rules from Time Taken – Charge Type field on Quick Time Configuration Setting Guides: Time Management Fig 1. Time Management Configuration Module. Time tracking is a function to monitor how […]

Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)

                                                                           In this guide we will cover: – Default Ticket Type Assignment Options – Global Ticket Settings – Options Shown on New Ticket Screen/New Actions – Agent Statuses, Ticket Statuses and Teams – Qualification Matching – Load Balance per Ticket Type – Load Balance per Agent – Load Balance per Team – Load Balance Re-Opened Qualified […]