Call Pop-Up for Microsoft Teams

In this guide we will cover: – Configuring the Teams Admin Centre – Configuring each User Admin Guides: General Settings (Call Management) Related Guides: Call Management Microsoft Teams Integration This guide takes you through how to configure Microsoft Teams to launch the Halo call screen when answering inbound calls from Teams. Configuring the Teams Admin […]

PowerShell Integration

In this guide we will cover: – What is the PowerShell Integration? – PowerShell Configuration – Configuring Halo with PowerShell – Triggering the Script What is the PowerShell Integration? PowerShell can be integrated with Halo to run scripts based on Halo events. PowerShell Configuration This section outlines the configuration that needs to be complete in […]

Configuring Agent Views

How to edit the Views, Lists, Filter and Columns profiles. Related articles: Tile View Changing your ticket view Halo agents can change their ticket views in a variety of ways. This is done by employing the use of lists, column profiles and filter profiles. There are edited in the "Views" section of the configuration console […]

Statuses

Statuses Statuses are the easiest way to track the whereabouts of a ticket is in its lifetime when open, and being worked on. As with all other parts of the program, Halo offers sensible out-the-box suggestions to be utilised from our years of experience in the help desk software industry. If editing or deleting, remember […]

Agent Forwarding and Email Updates

Setting up agent forwarding so your agents can update tickets from their email clients. Related Articles: Notification setup Setting up a mailbox       There are options to forward end-user emails sent directly to your ticket queues from your agents' personal emails. There are also settings to customise their behaviour once forwarded in. By default agent […]

Using Dollar Variables in Actions

Using $-variables to customise the information sent to end-users and displayed to agents. Related Articles: Email settings Creating and customising Actions Custom Fields Ticket fields 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 this […]

Incident Management

Related Articles: SLAs Ticket Types Workflows Actions Incident Management aims to minimise the negative impact of incidents (unplanned interruptions or reductions in quality of a service) by aiming to restoring normal service operation as quickly as possible.  This is done through a thorough ticket record with a custom workflow aimed at managing the actions performed […]

Notification Types

Related Articles: Notifications These are all of the types of notifications you can set globally as an administrator, these will trigger notifications by the configured method to the intended recipients. Agent Notification: This will notify any agents who are subscribed to this notification. Agent Notification (Single Agent): This will notify a fixed agent of an […]

Action Button Configuration

Actions are a powerful component of Halo, designed for all the ways your employees want to work. Actions allow you to create customisable buttons on your tickets and let you define what happens when you click them. This flexible functionality gives you the ability to mould Halo around your business processes. Action buttons can be […]

Embedding your Halo Self-Service Portal into Microsoft Teams

In this guide we will cover: – What is Embedding the self-service Portal into Microsoft Teams? – Part 1 – Embed your Halo Portal into Teams – Part 2 – Configure Automatic Sign in – Error Troubleshooting What is Embedding the self-service Portal into Microsoft Teams? Embedding your Halo self-service portal into Microsoft Teams allows […]