Followers and Following Tickets
In this guide we will cover: – What is following a ticket – How Agents can follow a ticket – How End Users can follow a ticket What is following a ticket? Following a ticket BCCs your agent email address onto any email correspondence from the ticket. This was originally created to ensure that when […]
Drag and Drop Tickets Onto a Calendar to Create Appointments
In this guide we will cover: – Creating the Dashboard – Configure the Appointment Action A very useful feature of Halo is the drag and drop of tickets onto a calendar, this is a sea level operation of the Pax8 Academy, making it a known and proven way to deal with appointment scheduling. This feature […]
Timesheet Approvals
In this guide we will cover: – Enabling Timesheets and Timesheet Approvals – Adding a Manager to Approve – Approval/Rejection – Approve For The Week – Rejection Emails – Holidays Associated Admin Guides: Time Management Holiday Management Workdays Email Templates This guide details how to configure timesheet approvals and their use. It also details how you […]
One-Click Feedback
In this guide we will cover: – Ticket Closed Email Template – Edit link option for image within Email Template – Setting bounds for feedback variables – Functionality for an End-User Clicking on an Image – Feedback Configuration options One-Click Feedback is a simple, fast means of capturing general end-user satisfaction. At it's core, One-Click […]
Time Tracking
In this guide we will cover: – Logging Time on an Action – Adding Quick Time – Deleting Time Entries – Viewing Your Timesheets Associated Admin Guide: Time Management Fig 1. Time Management Configuration Module Time tracking is a function within Halo to monitor how much time agents spend on each action and the relationship […]
Configuring Additional Agents
In this guide we will cover: – Configuring Additional Agents – Adding To Actions, Ticket Rules and Ticket Templates – Notifications Associated Admin Guides: Ticket Rules Tickets General Settings Ticket Types Actions If there are multiple agents working on a ticket, the agents that are not assigned but important to the ticket, can be added as […]
Dynamic Field Visibility and editing fields on Leads/ Opportunities
In this guide we will cover: – Field Input Types – Dynamic Field Visibility Field Input Types When using the Lead/Opportunity actions that are default out of the box in the HaloPSA trials, you will notice the fields are single select dropdowns, which can be found within Configuration > Custom Objects > Custom Fields: Fig […]
Link a User to an Action
In this guide we will cover: – Variables on Actions – Using Variables in Links Variables on Actions Within Halo you can use a dollar variable to link users to an action. There are default attachment options at the action level, so the use case may be you need the customer to sign for something, […]
Approval Process for a Users Department Manager
In this guide we will cover: – Head of the Users default Department – Create an Approval Process for The Users Manager to Approve Head of the Users default Department Should the End-User be part of a Department, the member of that Department that is marked as the Head of Department will be used as the […]
Customer Relationships
In this article we will cover the functionality behind the 'Relationship' field against a customer. If you are looking for information on customer relationship management functionality check out the following: Pop-Up Notes For Customers & Contacts Using CRM Notes Against each of your customers' profiles in Halo you will find a field called 'Relationship'. Fig […]
