To-Do Lists

The following video is by Renada Elegant Solutions, one of our onboarding partners. This video covers setting up to-do lists, attaching them to tickets manually and also attaching pre-configured to-do lists by matching a ticket rule and applying a ticket template with a to-do list attached. The other more complicated setup explained in this guide, […]

Date Format

Halo is displaying in the wrong date format for the region you are in. For example, it is displaying the dates as MM/DD/YYYY when based in the UK. In this guide we will cover: – How to set how date format displays How to set how date format displays Halo uses your browser's time zone […]

Azure Actions

Added a new action system use called 'Azure Action', allowing for the ability to create Users in Azure and assign them to groups via system actions. A new action system use called 'Azure Action' is now available.  When this option is selected, a new "Azure Action" tab will show on the action configuration. Here you […]

Internal Conversations

Overview an implementation of the internal conversations functionality Related guides Actions Altering Ticket Types Internal discussion on customer/user facing tickets can sometimes cause confusion and make a ticket difficult to track and follow (it usually leads to the ticket being reassigned back and forth between agents with notes added each time). Halo addresses this issue […]

Automated Tickets

In this guide we will cover: – What are Automated Tickets used for? – Configuring Automated Tickets Admin Guides: Automated Tickets Related Guides: Automated Tickets – Next Call Date What are Automated Tickets used for? Automated Tickets are created with the purpose of prompting relevant Agents of events such as: Agreements commencing/expiring. Customers Next call […]

Navigating the Software

Explaining the ticket screen. Related Articles: Filter Profiles Views and column profiles The below image is your global ticket view, for any screen you have that contains tickets (be it opportunities, sales, ticket, projects or otherwise) it will look similar to this. There are many elements that can be hidden by agent, team or role. […]

Creating and Using Quick Actions

Creating and Using Quick Actions Related Articles: Actions $-variables You can create quick actions for your agents to inform the user or supplier of something and populate this with database information.  This can be used to inform a user that their account is now set up and the login credentials, update the end-user of the […]

Actions: System Uses

In this guide we will cover: – Setting a System Use – System Uses and their Functions Admin Guide: Actions Setting a System Use System uses are configured functionality for certain actions within Halo. This system use can be set on an action in the "Details" tab on the "System Use" dropdown. Fig 1. System […]

Making Use Of Canned Text and $ Variables

In this guide we will cover: – Using Canned Text – Creating Canned Text – Variables – Canned Text Access Control – Team Specific Canned Text – Canned Text Favourites Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no […]

Advanced SLA Settings

In this guide we will cover: – Preventing the Priority of a Ticket Being Edited – Extending/Delaying Response and Resolution Targets – Justifying a Breached Target – Override SLA Targets with Ticket Fields (Ad-hoc SLA) – Re-setting the Respond by Target after an Event – Setting Multiple SLA Response Targets Associated Guides: Service Level Agreements SLA […]