Mobile App

In this guide we will cover: – Enabling Mobile App Access – Downloading the App – Access and Action Tickets – View Teams and their Agents/Tickets – View and Scan Assets – Receive Push Notifications – View Customers and Access Instance Related Guides: Actions Asset Management  Custom Fields Teams  Working on Tickets The mobile app […]

Working on Tickets

In this guide we will cover: – Actions on Tickets – Respond Button – SLA Option for Response Timer – Ticket Screen – Options For Viewing Ticket Progress Associated Admin Guides: Actions SLA General Settings Ticket Types  Tickets General Settings Ticket Views Actions on Tickets As an agent you will be working on tickets which […]

Closure Procedures (End-User Closure Confirmation)

In this guide we will cover: – Default Closure Procedures – Enabling End-User Closure Confirmation Procedures – Closure Settings on Ticket Type – Email Templates – Configuring the Worked Example – Additional Features per Ticket Type -Closure Confirmation Procedures for Project tickets Default Closure Procedures Within Halo, the standard practice for closing tickets, is that the […]

Connecting AI to Halo

In this guide we will cover: – How to connect AI to your Halo instance Before AI can be leveraged in your Halo instance you will first need to set up an AI connection. In this guide we will run through how to connect your Halo to various AI models.  How to connect AI to […]

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 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 a ticket will […]

Composite Reports

In this guide we will cover: – Creating and Selecting Reports – Customising SQL with $-Variables – Building the Composite Report – Appending/Prepending a PDF – Appearance Tab – Reports Table – Formatting the Composite Report – End-User Access – Scheduled Emails Composite reports in Halo allow you to present multiple reports to your clients […]

Shifts

In this guide we will cover: – What are shifts in Halo and what can they be used for? – How to Create Shifts – Team Shifts – Shift Visibility – Shift Functionality – Importing Shifts from Microsoft Teams Associated Administrator Guide: Time Management What are shifts in Halo and what can they be used for? […]

Approval Processes Overview

In this guide we will cover: -What are approval processes and when are they used?  -Creating an Approval Process -Settings against the approval process step -Triggering an Approval Process -Approving  -Overriding Approvals -Delegate approvals -Example Approval Process Associated Administrator Guide: Approval Processes What are approval processes and when are they used?  Approval processes in Halo […]

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 (v2.188+) – Disable System functions (v2.188+) – […]