Navigating Ticket Areas
Ticket Areas and their uses. The Halo Ticket screen is likely to be the most used page within Halo. So, we’ve designed it for the way that teams want to work. 1. Agent – This is a technician in a team, the small green circle attached to it indicates their availability status, e.g. Green = Available. […]
Using and Editing the Tile View
In this guide we will cover: – Using Tile View – Setting Tile View as Default – Editing Tile View Associated Admin Guides: Views Related Guides: Ticket Views Using Tile View "Tile View" is an alternate view for a ticket screen and can be used to present more readable or just more data than […]
Action Button Configuration
Actions are a powerful component of Halo, designed for all the ways your employees want to work. Actions allow you to create customisable buttons on your tickets and let you define what happens when you click them. This flexible functionality gives you the ability to mould Halo around your business processes. Action buttons can be […]
Modifying and Adding Workflows
How to create or change a workflow to guide the flow of work your agents perform. Related Articles: Actions Teams Ticket Types In this guide we will cover: Amending/Adding Workflows Adding a Closure Approval Step Automation Actions Integration Runbook Action Adding Agent/ User Restrictions on Actions Workflow Specific Actions Admin Guides Workflows Related Guides Access […]
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 Views
In this lesson we will cover: – Default Views (Agent Preference, Global Setting, Ticket Areas) – Tickets Viewing Options (By Team, By Ticket Type, All Tickets) – How To get The "Add More Teams" Button To Display – Column Profiles – Views For Child Tickets – Gantt and Kanban Views – Mentioning Agents Directly From […]
How To Make Actions Internal Only
Some actions you don't want your customer to see – ensure that your actions on tickets are internal by following this guide! To make an action internal, whether this means that no communication is sent out to a recipient – or you'd just like to hide your inner workings from customers – take a look […]
Ticket Groups
In this lesson we will cover: – Use Case – Configuring Groups – Setting Agent/Role Restrictions Associated Admin Guide: 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 […]
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 […]
Customising your Ticket View
How to change your view of the tickets in Halo using columns, lists and views. Related Articles: Agents, Teams and Roles Configuring Views Statuses The ticket screen explained There are a variety of ways in which it is possible to customise your own view of tickets in Halo. Changing View First, click into a ticket […]
