Appointments

In this guide we will cover: – Creating Appointments – Appointment System Uses On Actions – Appointment Creation Screen – Creating a MS Teams Meeting from a Halo Appointment – Internal Appointments   Admin Guides:  Appointment Types Exchange Calendars Calendars/ Appointments General Settings Related Guides:  Calendars and Appointments Halo provides the ability to have agents create appointments […]

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 […]

Agent Resource Booking

In this guide we will cover: – Agent Resource Booking Configuration – Ticket Type Configuration – Resource Booking via the Self-Service Portal – Linking to the Resource Booking screen via an Email Agent resource booking allows your technicians to send links to Customers directly & allows Customers to find a suitable time to book an […]

Ticket Dashboards

In this guide we will cover: – Overview and Benefits – Creating your Dashboards – Creating Widgets – Dashboard Configuration Overview and Benefits Ticket Dashboards are an alternative way to view your ticket lists and various other important areas of Halo, such as custom tables and in-depth details of tickets. Ticket dashboards are like global […]

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, […]

Microsoft TeamsBot

In this guide we will cover: – What is the Microsoft TeamsBot Integration? – Installing the Bot – Halo Configuration – Using the Bot – IPs for Whitelisting – Protocol and Ports What is the Microsoft TeamsBot Integration? The TeamsBot can be integrated with Halo to trigger Halo actions from a Teams chat. Installing the […]

Change Management

In this guide we will cover: – Change Management Explained – Types of Change – Change Management Tab – Approval Processes – Approval Step on a Workflow – Change Freeze Periods  – Asset Dependencies – Change Calendar – Date Dependencies Admin Guides:  Change Management  Change Management When a change request ticket is raised, this should be […]

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 […]

Calendars and Appointments

In this guide we will cover: – Using the Calendar – Viewing Entries in the calendar – Creating Appointments – Appointment creation Screen The calendar module in Halo can be used to view, track and manage agent appointments, holidays, tasks, change requests, projects and scheduled tickets. Agents will each have their own calendar, but can […]

Journeys

In this guide we will cover: – What are Journeys? – The Journey Actions – Tracking Open Journeys What are Journeys?  Journeys are used to track time on site, including the travel time. A journey can be started within a ticket using the 'start journey button'. Once the journey is started a time will begin […]