Adding Agent Signatures

If you'd like to have your own personal agent signature applied to emails, you can do this automatically by following the steps in this guide. (PLEASE NOTE: For email template changes, you may need to ask your HaloCRM administrator).  To add an agent signature to your account, click on your icon in the top righthand corner […]

A Walkthrough Of Working On A Ticket

The process of actioning a ticket from ticket opening to closure. This guide will only be using out-of-the-box fields and actions to demonstrate. Tickets can be created through any of the channels you have set-up in HaloCRM. This includes: email, calls, social media or other enquiries ingested from any of our integrations.  Here is an example […]

Creating Appointments In Halo

Calendar appointments can be made on Halo by following the steps below: First, check with your Halo administrator if the calendar functionality is enabled – if it is, you will see the calendar module show on the left-hand side of your HaloCRM instance: Next, go to the ticket you'd like to create an appointment from.  […]

Following Tickets

Tickets can be followed by both agents and contacts to stay in the loop on a specific ticket. Following a ticket BCCs your agent email address onto any email correspondence from the ticket. This was originally created to ensure that when any ticket is escalated from someone less experienced to someone more experienced, the less […]

Using Parent And Child Tickets

This guide details the difference between parent and child tickets, how to use them and how HaloCRM administrators are able to change the behavioural outcome of the creation of child tickets.  In Halo you can use the parent/child relationships for delegation of subtasks or related issues (Child Tickets). A parent ticket can have multiple child […]

Using “Drag and Drop”

How to use the "Drag and Drop" functionality throughout the Halo web-app. Drag and Drop The drag and drop functionality makes re-assigning tickets quick and easy. When viewing a ticket screen such as the one below, click and hold the left mouse whilst moving to drag and drop the ticket over an agent's name or […]

The Activity Feed

Using and viewing the activity feed. Related Articles: The Home Screen Actions Agent settings The activity feed can be a useful management tool, as it gives easy visibilty of actions you have other agents have performed recently. The feed can be accessed from the home screen below your desired graph or from the navigation button […]

Making Use Of Canned Text and $ Variables

In this guide we will cover: – Using Canned Text – Creating Canned Text – Variables – Canned Text Access Control – Team Specific Canned Text Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no replacement of them if […]