Ticket Views

In this guide we will cover: – Default Views (Agent Preference, Global Setting, Ticket Areas) – Tickets Viewing Options (By Team, By Ticket Type, All Tickets) – Custom Ticket Lists (My Lists) – Configure Tickets By Team View – How To get The "Add More Teams" Button To Display – Column Profiles – Mentioning Agents […]

Email to SMS

In this guide we will cover: – Compatible Email to SMS Providers – SMS Settings – Setting up an Action to send SMS – Sending SMS to Service Users Admin Guides: SMS Settings Compatible Email to SMS Providers HaloPSA will work with most Email to SMS providers as they follow a similar method for converting […]

Ticket Tabs

In this guide we will cover: – Types of Tab – Custom Tabs – Customising Tab Layout Admin Guides: Custom Tabs Ticket Types Related Guides: Altering Ticket Types Custom Fields How to configure Statement of Work (SoW) Templates Parent and Child Tickets Planning & Forecasting Types of Tab Budgets After enabling the Budgets module in […]

Updating Workflow Step Based on the Stage that is Clicked

In this guide we will cover: – Setting up Chevron view – Editing the Workflow – Using on a Ticket Within the Details tab of the workflow, you can add in the step you would like to move to if the chevron view is enabled and a stage of the workflow progress visual is clicked […]

Actions

In this guide we will cover: – New Action Screen – Details Tab – Defaults Tab – Field List Tab – Other Uses Tab – Restricting Access – Action Groups Admin Guides: Actions Related Guides: Access Control Actions: System Uses  Custom Fields Actions define what you can do on a ticket. Performing an Action on […]

SLA and OLA Notifications

In this guide we will cover: – What are SLA and OLA Notifications? – Configuring Warning Thresholds  – Setting Up Warning Notifications Admin Guides: Notifications Service Level Agreements (SLAs) Related Guides:  Notifications  Service Level Agreements (SLAs) Advanced SLA Settings   Note: OLA Notifications have been introduced as of v2.234.1+, on versions prior to this only SLA […]

Shifts

In this guide we will cover: – What are Shifts and what can they be used for? – How to Create Shifts – Team Shifts – Shift Visibility – Shift Functionality – Importing Shifts from Microsoft Teams – Shift Clock In/Out – Ad-Hoc Shifts Admin Guides: Time Management What are Shifts and what can they […]

Approval Processes Overview

In this guide we will cover: – What are approval processes and when are they used?  – Creating an Approval Process – Additional Settings Against the Step – Triggering an Approval Process – Approving  – Overriding Approvals – Delegate approvals – Example Approval Process Admin Guides: Approval Processes What are approval processes and when are […]

Virtual Agents in the Chat Bot

In this guide we will cover:  – What are Virtual agents in Halo? – Functions of Virtual Agents – Using Virtual Agents – Creating a new virtual Agent – Plugging a Virtual Agent into a Chat Profile – Custom Functions (against the chat profile) – Customising Virtual Agent functions  – Disable System functions – Restrict […]

Service Level Agreements (SLAs)

In this guide we will cover: – What are SLAs? – General Settings – Workdays – Creating Service Level Agreements  – Approval Processes – Follow-Up Date Column – Resetting Respond-By Targets – Visualising Ticket Metrics – Create SLAs from XLS Import Configuration Settings Guides: SLA General Settings Service Level Agreements Workdays Tickets General Settings Related […]