Ticket Groups

In this guide we will cover: – Use Case – Configuring Groups – Setting Agent/Role Restrictions Admin Guides:  Tickets General Settings Agents Ticket Types Use Case Ticket types can be grouped, which has a great use case for delegating ticket type access on roles. Now if there are new ticket types added to your halo, […]

Workflows

In this guide we will cover: – Creating Workflows – Creating a Workflow Step – Details Pane – Automation Actions – Integration Runbook Action – Access Restriction on Actions – Workflow Specific Actions – Viewing the Workflow from a Ticket Admin Guides: Workflows Workflows allow you to structure the process a Ticket goes through before […]

Approval Delegation

In this guide we will cover: – Ad-hoc Approvers – Enabling User Delegation – Breakdown of Achieving Approval Delegation – Activate Approval Delegation Automatically when a User is Out of Office – Enabling Agent Delegation Ad-hoc Approvers Within Halo we can set Approval Users to Delegate their approvals if required. This is done through enabling a […]

Operational-Level Agreements (OLAs) on Workflows

In this guide we will cover: – What are OLAs? – Configuring OLAs – Reporting on OLAs Related Guides: Modifying and Adding Workflows What are OLAs?  Operational-Level Agreements are, at their very base, target times for certain parts of a Workflow, whether that be the Stages or individual Steps. The main configuration for these will […]

Holiday Management

In this guide we will cover: – Setting Holiday Allowance – Booking Holidays – Holiday Types – Approving Holidays  Admin Guides: Holiday Management Setting Holiday Allowance Your Agents' holidays can be managed, allowing you to establish a "holiday allowance" per Agent and incorporate approvals for holiday requests. Within Configuration > Teams & Agents, you will […]

Add Attachments to Child Tickets from Parent Tickets

In this guide we will cover: – Copy Attachments from Parent to Child Tickets Copy Attachments from Parent to Child Tickets If you would like to copy attachments from a parent to a child ticket you can use the setting at the ticket type level displayed below Configuration > Tickets > Ticket Types > Details: […]

Ticket Rules

In this guide we will cover: – Ticket Rules – "Use" Dropdown – Details Tab – Global Settings (Configuration > Tickets > General Settings) – Criteria – Outcomes – Notifications – Adding OLAs – Manual Ticket Rules – Monitoring Rules Applied to Tickets – Useful Ticket Rule Example Admin Guides:  Tickets General Settings Ticket Types […]

Ticket/Client Areas

In this guide we will cover: – What are Ticket Areas? – Configuring Ticket Areas – Navigation Menu Layout – Creating Navigation Profiles for Other Entities – Override the Screen Layouts Per Agent – Override the Screen Layout Profile Per Customer – Split Customer Level Tickets Tab Per Ticket Area – Option to Pin the Details Tab to the […]

Using “Drag and Drop”

How to use the "Drag and Drop" functionality throughout the Halo web-app. Drag and Drop The drag and drop functionality makes re-assigning tickets quick and easy. When viewing a ticket screen such as the one below, click and hold the left mouse whilst moving to drag and drop the ticket over an agent's name or […]

Annotating Images in Actions

How to annotate an image within a rich text field. Adding captions to images can be a great way of creating an easy-to-understand response or resolution for an end-user. This is available in all rich text boxes. Adding a Caption Add the image to your email by copy/pasting inline with the text or dragging into […]