SLA Overrides
SLA's can be used in Halo to track the contractual agreement between the client and company for response and resolution times of service desk tickets. To visualise the hierarchy of this, the below bulleted list gives the outline of where an SLA Override is set. To begin this explanation, it is important to understand the […]
ManageEngine Endpoint Central Integration
In this guide we will cover: – What is the Endpoint Central Integration? – Connecting to Endpoint Central – Site Mappings – Asset Mappings – Miscellaneous Settings – Importing – Syncing What is the Endpoint Central Integration? The Endpoint Central integration is used for importing assets from Endpoint Central into Halo. If the Halo integrator […]
Agent Statuses
In this guide we will cover: – Making Agent Statuses – Changing Agent Statuses Manually – Changing Agent Statuses Automatically – Logging Changes – Mentioning Agents – Re-Assigning to Agents – Status for Live Chat – Agent Idle Timeout Admin Guides: Statuses Related Guides: Agents Appointments Chat Bot and Chat Profiles Distributing Tickets in Halo […]
Sage Canada 2023
The link below returns a version of the Accounts Integrator that should work for Sage Canada 2023. This will not work for any previous version of Sage Canada – other account platforms should be fine. https://s3.nethelpdesk.com/ftp/HaloAccountIntegratorSageCA2023.zip
AWS Integration
In this guide we will cover: – What is the AWS Integration? – How to import instances from AWS to Halo What is the AWS Integration? The AWS integration is used to import instances from Amazon Web Services into Halo. Allowing you to manage your servers (instances) in Halo. When instances are imported these will […]
Grouping Invoice Lines
In this guide we will cover: – How grouping for invoice lines is determined – Invoice Each Ticket Separately – Add Labour and Products from Tickets and Pre-Pay charges onto Recurring Invoices – Merge Sales Orders into One Invoice Per Client Admin Guides: General Settings There are several ways that you can group invoice lines […]
Connecting AI to Halo
In this guide we will cover: – How to connect AI to your Halo instance – AI Functionalities Before AI can be leveraged in your Halo instance you will first need to set up an AI connection. In this guide we will run through how to connect your Halo to various AI models. For the […]
Navigating the Quotes and Orders module
In this guide we will cover: – Different sections of the 'Quotes and Orders' module – How to filter and sort results The Quotes and Orders module can be used for: Raising quotes/orders. Viewing open quotes/orders. Different sections of the 'Quotes and Orders' module The quotes and orders module is split into four sections and […]
Country/Region Codes
Configuration > Users > Country/Region Codes Details Field Type Description Name Free Text This is the name that will appear for this Country Code when viewed in lists / details. Alpha-2 Code Free Text This is the (usually) 2-character code used to represent the Country when the Alpha-2 Code is specified. This can actually be […]
Ticket Views
In this guide we will cover: – Default Views (Agent Preference, Global Setting, Ticket Areas) – Tickets Viewing Options (By Team, By Ticket Type, All Tickets) – Custom Ticket Lists (My Lists) – Configure Tickets By Team View – How To get The "Add More Teams" Button To Display – Column Profiles – Mentioning Agents […]