Entity Relationships

In this guide we will cover: – Various entities in HaloCRM and how they relate to each other Related Guides: Creating A Knowledge Base To Reduce Enquires Navigating The Customers/Contacts Modules  Ticket Statuses  Using SLAs and Priorities On Halo This guide will cover how different entities within Halo are linked and work together. However, there […]

Creating A Knowledge Base To Reduce Enquiries

Creating a well-equipped knowledge base means that the contact can resolve or 'DIY' their problem or enquiry, meaning less tickets submitted, and an easier time for the agents on the team.  Your knowledge base can be published on your self-service portal for customers and contacts to help themselves to finding a solution for their problem. […]

My Account

"My Account" is the hub which allows you find all information around you, your preferences and your account from any page within your instance.   To access "My Account", you can navigate via any page by clicking the "Profile Icon" in the top right of the page, then clicking "My Account". This will open up the […]

Self Service Portal Features

Features of the HaloCRM Self Service Portal, what they do and how to use them.  The HaloCRM portal is designed to be easy to use. Here you can log tickets and requests, view existing ones and also browse any help articles that may be useful to you.  Here we have an overview of the HaloCRM […]

Navigating The Customers/Contacts Modules

How to navigate the customer and contacts modules. Customers To see your customer data, you should first head to the 'Customer' module on the navigation menu. This is found either on the left hand side of your screen, or by clicking on the three lines in the top left.  Once here, you'll be presented with […]

PopUp Notes For Customers & Contacts

In this guide we will cover: – What are Popup notes? – How to create Popup notes What are Popup notes? It's possible to add popup notes against customers or contact records. Pop-up notes can be set to show whenever a ticket associated to that customer/contact is loaded, or whenever the customer/site/user profile is viewed.Pop-up […]

Merging And Linking Tickets

In this guide we will cover: – What is Merging? – Merging Two Tickets – Unmerging Tickets – Linking Tickets What is Merging? Halo allows the merging of two tickets into one another. When tickets are merged, all actions and items (items from v2.240+) on one ticket are moved onto another. This can be done […]

Canned Text vs Email Templates: What’s The Difference?

Canned text are text templates that can be used in actions. Agents can add canned text to an action by pressing the plus icon.  They can also start typing the first few words of canned text and it will appear as a suggestion, which they can select to autocomplete their typing. Once the action that […]

Internal Conversations In Halo

This guide details different ways to loop other agents into tickets in your Halo instance. Looping In Your Colleagues With Mention @ Functionality In your Halo instance, you have the ability to mention agents or teams using the @ mentioning functionality. This can be hidden from the user or not depending on the action used […]

Customising your Ticket View

How to change the way that tickets are displayed in your Halo using columns, lists and views. There a multiple ways to customise the way you view tickets.   Changing your View First, click into your ticket area. In the pane on the left hand side, select the heading that is under the search bar, […]