Modifying and Adding Workflows

How to create or change a workflow to guide the flow of work your agents perform. Related Articles: Actions Teams Ticket Types In this guide we will cover: Amending/Adding Workflows Adding a Closure Approval Step Automation Actions Integration Runbook Action Adding Agent/ User Restrictions on Actions Workflow Specific Actions Admin Guides Workflows Related Guides Access […]

Project Management in Halo

An explanation of how you can start using projects and their basic features in Halo. Related Articles: Ticket types Actions Parent and Child Tickets The projects ticket area is used for internal, longer term changes or general projects with multiple milestones and stages if required. Projects have several features that can assist in the monitoring […]

Invoicing Explained

In this article we will cover: – Enabling Billing from Halo – Adding a Recurring Invoice – Contacts and Automation – Creating Invoices manually – Deleting and Editing invoices  – Third Party Accounts Systems This guide assumes you have configured the required billing entities already (e.g. for the case of labour billing, you have set […]

Altering Ticket Types

In this guide we will cover: – What are Ticket Types?  – Creating a Ticket Type Admin Guides: Ticket Types Related Guides: Modifying and Adding Workflows Service Level Agreements (SLAs) Statuses Note: We cover a lot of the most used settings in this guide, but there are a lot more options. For detail on what […]

Creating Agents and Editing Agent Details

Instructions on modifying Agents Related Articles: Departments, Teams and Roles Permissions Areas             To create a new agent manually, head to Configuration > Teams and Agents > Agents and press "New".  Alternatively you can allow agents to create their own accounts using the Invite button and filling in the popup. When creating your […]

Ticket Templates

In this guide we will cover: – Creating a Template – Creating New Template Groups – Values Tab – To-Do Lists – Related Assets – Child Templates – General Configuration Options – Setting Custom Table Default Values – Applying Templates – Default Option on a Ticket Area – Saving a Ticket Template Based on the […]

Call Management

In this guide we will cover: – What is Call Management? – Ways to Open the Call Screen – Call Screen Walkthrough – Customising the Call Screen – Logging Tickets from a Call Admin Guides: Call Management Related Guides: Call Scripts Security Questions  What is Call Management? Call Management is used when you have agents […]

Step-by-Step Configuration Walk Through

In this guide we will cover: – Clearing Trial Data – Language – Organisations – Agents – Teams – Customers, Sites and Users – Emails – Email Templates – Ticket Areas – Ticket Views – Ticket Types – Service Level Agreements (SLAs) – Self-Service Portal (SSP) – Assets – Notifications – Reporting Admin Guides: Agents […]

LapSafe Integration

In this guide we will cover: – What is the LapSafe Integration? – Enabling the LapSafe Integration – Configuring the Integration – Creating Actions – Using LapSafe in Halo What is the LapSafe Integration? The LapSafe integration can be used to organise locker bays and their corresponding codes for drop-off, collection and swaps. Codes and […]

Recurring Invoice Approvals

In this guide we will cover: – Enabling Recurring Invoice Approvals – Creating an Approval Process – Following the Approval Process Admin Guides: Approval Processes Recurring Invoices Related Guides: Approval Processes Overview Recurring Invoices Enabling Recurring Invoice Approvals In Configuration > Billing > Recurring Invoice Approvals, enable approvals with the "Enable Recurring Invoice Approvals" checkbox, […]