Mobile App

In this guide we will cover: – Enabling Mobile App Access – Downloading the App – Access and Action Tickets – View Teams and their Agents/Tickets – View and Scan Assets – Receive Push Notifications – View Customers and Access Instance Related Guides: Actions Asset Management  Custom Fields Teams  Working on Tickets The mobile app […]

Tenable Integration

In this guide we will cover: – What is the Tenable Integration? – Connecting to Tenable – Site Mappings – Asset Mappings – Miscellaneous Settings – Importing What is the Tenable Integration? The Tenable integration allows one way syncing of assets between Tenable and Halo. You can import assets from Tenable into Halo and have […]

Project Task Creation Rules Based on a Multi-Select Field

In this guide we will cover: – Setting Rules on Child Ticket Creation – Applying it to a Ticket/Project Admin Guides: Custom Fields Templates Related Guides: Custom Fields Parent and Child Tickets Ticket Templates Setting Rules on Child Ticket Creation In Configuration > Tickets > Templates, you can create a ticket template as normal to […]

Boost Ticket Processing using AI

In this guide we will cover: – Use AI to Generate automatic user responses – Sending auto-generated responses automatically – Improve Agent responses with AI – Previewing responses -Thank you detection Related Guides: AI Acknowledgement Emails AI can be used to enhance the responses written by agents to improve spelling, vocabulary, tone, etc. and even generate […]

Google Analytics in the Self-Service Portal

In this guide we will cover: – Setting up Google Analytics Setting up Google Analytics Google Analytics can be connected to your Halo Self Service portal, allowing you to track the traffic and user behaviour on the portal.  To set this up you will first need to obtain the measurement ID of your Google Analytics […]

Set which Agents can adjust the Billing Time and Recalculation of Billing on Tickets

In this guide we will cover: – How to give agents the permission to edit billable time and recalculate billing on an action Admin Guides: Agents There are two new permissions in Halo to dictate agents ticket and action level billing capabilities. The first option decides whether or not agents can recalculate billing on tickets […]

Sherweb Integration

In this guide we will cover: – What is the Sherweb Integration? – Enabling the Sherweb Integration  – Connecting Sherweb – Customers – Subscriptions – Halo Integrator Related Guides: Licences/Subscriptions Overview What is the Sherweb Integration? Sherweb can be used to import customers and subscriptions, with the ability to sync the information over on a […]

Internal Quote Approvals

In this guide we will cover: – Enabling Agent Quote Approvals – Approval Configuration – Determining which Agents can Approve Quotes – Simple Quote Approvals – Using Opportunity/Ticket Approvals  Admin Guides: Approval Processes Quotations Enabling Agent Quote Approvals In Configuration > Quotations, enable "Allow Quotations to be approved before being sent or Sales Orders created". […]

Workflow Step Rules

In this guide we will cover: – What are Step Rules? – Creating Rules – Example Rules Admin Guides: Workflows Rules Related Guides: Modifying and Adding Workflows Ticket Rules What are Step Rules? Step Rules are ticket rules that only apply at a certain step of a workflow instead of only on new tickets or […]

Group Invoice Lines by Product Group

In this guide we will cover: – How to have lines on an invoice grouped based on the product group they are in – Checking the group a product is in Within Halo, there is the option to categorise (group) lines on an invoice based on the product group set within Halo. To enable this […]