Mobile App

In this guide we will cover: – Enabling Mobile App Access – Downloading the App – Access and Action Tickets – View Teams and their Agents/Tickets – View and Scan Assets – Receive Push Notifications – View Customers and Access Instance Related Guides: Actions Asset Management  Custom Fields Teams  Working on Tickets The mobile app […]

SLA Workdays

In this guide we will cover: – What are workdays/work hours used for? – Creating Workdays – Assigning Workdays to SLAs – Time Zones for SLA Workdays Admin Guides: Workdays Service Level Agreements What are workdays/work hours used for? Workdays/work hours are used for service level agreement tracking and agent time tracking. Workdays and working […]

Workflow Automated Quick Actions

In this guide we will cover: – Creating a Quick Action – Setting the Automation on the Workflow – Using the Action Associated Admin Guides: Actions Workflows Related Guides: Creating and Using Quick Actions Creating a Quick Action To automate an action on a workflow, a Quick Action needs to be used. To configure one, […]

Workflow Step Rules

In this guide we will cover: – What are Step Rules? – Creating Rules – Example Rules Admin Guides: Workflows Rules Related Guides: Modifying and Adding Workflows Ticket Rules What are Step Rules? Step Rules are ticket rules that only apply at a certain step of a workflow instead of only on new tickets or […]

Ticket Types (Field Lists)

In this guide we will cover: – What is a Ticket Field? – Modifying Fields – Organise Fields into Pages on the Portal – Adding Signature Fields to Ticket Types Admin Guides: Ticket Types Related Guides: Custom Fields Altering Ticket Types What is a Ticket Field? A Ticket Field is a section on a Ticket […]

SLA Overrides

In this guide we will cover: – SLA Hierarchy – Setting Locations – SLAs on Automated and Scheduled Tickets SLA's can be used in Halo to track the response and resolution times of tickets. SLAs can be defaulted in various places to have the SLA of a ticket change dynamically based on properties of the […]

Workflow Runbook Automations

In this guide we will cover: – Configuring the Automation – Use in a Ticket Admin Guides: Workflows Related Guides: Custom Integrations/Runbooks Modifying and Adding Workflows Configuring the Automation To go to the workflow you want to apply a runbook automation to, go to Configuration > Tickets > Workflows > click into the workflow of […]

How to Configure Timesheets

In this guide we will cover: – Key Settings – Add Fields to Time Logging screen – Set Warning if Time Taken on Action Exceeds a Set Amount of Time – Setting Target Hours and Holidays – Timesheet Approvals – Incomplete Timesheets Notifications Admin Guides: Time Management Related Guides: Timesheet Approvals  Time Tracking What are […]

Working on Tickets

In this guide we will cover: – Actions on Tickets – Respond Button – SLA Option for Response Timer – Ticket Screen – Options For Viewing Ticket Progress Admin Guides: Actions SLA General Settings Ticket Types  Tickets General Settings Ticket Views Actions on Tickets As an agent you will be working on tickets which were […]

Closure Procedures (End-User Closure Confirmation)

In this guide we will cover: – Default Closure Procedures – Enabling End-User Closure Confirmation Procedures – Closure Settings on Ticket Type – Email Templates – Configuring the Worked Example – Additional Features per Ticket Type -Closure Confirmation Procedures for Project tickets Default Closure Procedures Within Halo, the standard practice for closing tickets, is that the […]