Tickets General Settings

Configuration > Tickets > General Settings Related Guides: Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching) Ticket Groups Configuring Additional Agents New Ticket Settings Field Type Description Default Ticket Type for New Tickets Single Select Global default ticket type. When clicking 'new ticket' from within a ticket area (or not setting a ticket type […]

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 […]

Atera RMM Integration

In this guide we will cover: – What is the Atera RMM Integration? – Connecting to Atera – Importing Customers – Import Assets – Import Assets and Customer data automatically – Alerting What is the Atera RMM Integration?  This integration allows you to import customer and devices (assets) from Atera RMM into Halo, as well […]

Live Chat Functionality

How to use the live chat functionality in Halo. The live chat functionality means that agents can communicate with contacts in real-time. The live chat can be embedded into your own website as well as being available on Halo's self-service portal. We have added optional, out-of-the-box automations to the live chat so that some enquiries […]

Getting the Most From Your Dashboard

Below is our example dashboard. This is a great tool for displaying the information your agents need to operate efficiently, giving an overview service desk processes this week/month/year in any given department. We will set you up with a dashboard with the metrics that will assist you in the day-to-day operation of your business. We […]

User Management

Managing your users in Halo is simple. Your users are each listed under their client, then a site (also known as a location). These are the two containers which separate them. You can view the lists of users at any level. From any client/site screen or the customer screen you can view all of the […]

Okta Integration

In this guide we will cover: – What is the Okta Integration? – Connecting Okta in Halo – Creating an API Token in Okta – Creating an Application in Okta – Mappings and Configuration – Configuring Okta SSO What is the Okta Integration? The Okta integration can be used to map Okta groups to Halo […]

Missing or Deleted Tickets

In this guide we will cover: – Why can't I access a Ticket? – Recovering Deleted Tickets – Preventing Agents from Deleting Tickets Why can't I access a Ticket? The below screen indicates a ticket that cannot be accessed. Fig 1. Inaccessible Ticket. There are a variety of reasons as to why this may be […]

Manually Creating a Ticket

How to add tickets manually. Related Articles: Ticket types Custom Fields Permissions As well as emails generating tickets and users logging on the end-user portal, you can also raise them manually. The new ticket button shown on the far left of the below image, can be added using the advanced setting in Configuration > Advanced […]

Problem/Resolution Finder

In this guide we will cover: – What is the problem/resolution finder? – Using the Resolution Finder – The Logic behind the Problem/resolution finder – Configuring the Resolution finder What is the problem/resolution finder? To optimise incident and problem resolution, similar previous and related cases (tickets) can be used to assist agents in resolving current […]