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 Halo. 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 main […]

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 in HaloCRM. 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 […]

Pop-Up Notes For Customers & Contacts

It's possible to add pop-up notes against customers or contact records in Halo. This means that whenever a ticket associated to that customer/contact is loaded, the pop-up note shows to all agents.  To set-up a pop-up note, navigate to the following settings: Customers: Customers > *select customer* > settings > pop-up notes. Contacts: Contacts > […]

Merging And Linking Tickets

Merging Tickets Halo allows the merging of two tickets into one another. This can be done for a variety of reasons, often this is because an contact has sent in two tickets for the same issue.  Important: If a ticket that has been closed via merge gets updated by an contact, the update will automatically […]

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 in Halo.   Changing your View First, click into your ticket area. In the pane on the left hand side, select the heading that is under the […]