Altering Ticket Types

In this guide we will cover: – What are Ticket Types?  – Creating a Ticket Type Admin Guides: Ticket Types Related Guides: Modifying and Adding Workflows Service Level Agreements (SLAs) Statuses Note: We cover a lot of the most used settings in this guide, but there are a lot more options. For detail on what […]

Ticket Templates

In this guide we will cover: – Creating a Template – Creating New Template Groups – Values Tab – To-Do Lists – Related Assets – Child Templates – General Configuration Options – Setting Custom Table Default Values – Applying Templates – Filtering for Templates by Group – Default Option on a Ticket Area – Saving […]

Call Management

In this guide we will cover: – What is Call Management? – Ways to Open the Call Screen – Call Screen Walkthrough – Customising the Call Screen – Logging Tickets from a Call Admin Guides: Call Management Related Guides: Call Scripts What is Call Management? Call Management is used when you have agents answering the […]

Automatic Ticket Updates via Email

In this guide we will cover: – Benefits of providing Automatic ticket updates via email – How to provide Automatic ticket updates via email – How to request ticket updates via email Admin Guides: Email (General Settings) Benefits of Providing Automatic Ticket Updates via Email In this guide we will cover how to provide users […]

Link a User to an Action

In this guide we will cover: – Variables on Actions – Using Variables in Links Variables on Actions Within Halo you can use a dollar variable to link users to an action. There are default attachment options at the action level, so the use case may be you need the customer to sign for something, […]

Starting a Workflow from an Action

In this guide we will cover: – Setting a Workflow on an Action – Use on a Ticket Admin Guides: Actions Workflows Setting a Workflow on an Action In Configuration > Tickets > Actions, you can select the action you wish to apply this to. Under the Details tab of the action, there is a […]

Dynamic Field/Value Visibility

In this guide we will cover: – What Dynamic Visibility Is – Configure Dynamic Field Visibility  – Grouped Dynamic Field Visibility What Dynamic Visibility Is Dynamic field visibility is the process of making a field dependant on the value of another field. When one condition is selected, the field will be made visible.  For example, […]

Workflow To-Do Automation

In this guide we will cover: – All To-Do list items completed – To-Do list group completed Admin Guides: Workflows Related Guides: To-Do Lists To-Do lists and To-Do list groups can be used as a trigger to move to another workflow step. In Configuration > Tickets > Workflows, select the workflow you wish to add […]

Filter Profiles

In this guide we will cover: – Filter Profiles – Configuring Filter Profiles (For Configuring Sales ticket filter profiles go to Configuration > Sales > Views) – Specifying Filter Criteria – Show Tickets which have not yet been reviewed for Billing Admin Guides:  Views Billing General Settings Filter Profiles Filter Profiles are ways to filter […]

Approval Process for a Users Department Manager

In this guide we will cover: – Head of the Users default Department – Create an Approval Process for The Users Manager to Approve Head of the Users default Department Should the End-User be part of a Department, the member of that Department that is marked as the Head of Department will be used as the […]