Adding a Mailbox Without The Use of Azure or Google

Related Articles: Multi Factor Authentication and App Passwords Agent email forwarding         This guide will walk you through the basics of setting up a mailbox in your Service Desk. It is recommended to setup an azure mailbox, using the other guide provided: Azure Mail Link – Azure Mailbox Setup   Mailboxes Out of the box […]

Importing Data

                                                                                                                              In this guide we will cover: – Spreadsheet templates for imports – How to complete an import – Importing Data to Specific Fields – Finding Errors When Importing Spreadsheet templates for imports How to import data into the relevant areas of your system. Importing data via a spreadsheet allows you to create […]

Azure Mail Integration (Azure Mailbox Scan Method)

This is a legacy guide – we recommend using our guide 'Office 365/Azure Mailbox Setup' for the most comprehensive and up to date setup information.  In this guide we will cover: – How to set up a Mailbox in Halo using the Azure Mailbox scan method Note: Incoming mail can take up to 5 minutes to […]

Email Threading

In this guide we will cover: – What is email threading? – Prerequisites for email threading – Enabling email threading – Using email threading- what to expect – Excluding Actions from the thread  – Supplier Threads Admin Guides: Email (General Settings) On versions prior to 2.184 any outgoing emails from a ticket that has an […]

Holiday Management

Configuration > Teams & Agents > Holiday Management Related Guides: Holiday Management General Settings Field Type Description Agent Status to set when an Agent is on Holiday Single Select Agents will be set to this Status when they are marked as being on Holiday i.e. when they create an 'Appointment' of Event Type 'Holiday' and […]

Chat Profiles

Configuration > Chat > Chat Profiles Related Guides: Live Chat in Halo Details Field Type Description Name Free Text This is the name of the Chat Profile as it will appear elsewhere throughout the system. Access Single Select The choice made here will determine which Users are able to use this Chat Profile. You may […]

Tax Rates

Configuration > Billing > Tax > Tax Rates Related Guides: Tax Rates Note: If Tax Rates are imported from QuickBooks Online, there can be a QuickBooks Online Tax rate and Tax Code associated with the Halo Tax Rate, these are configurable on the imported tax rate. Field Type Description Name Free Text The name of […]

Document Management

Configuration > Document Management Related Guides: Document Management Area Document Management for Customers, Sites and Users Setup Field Type Description Document List Display Type Single Select Choose between the catalogue view or the table view Allow link attachments Checkbox When selected, you can add attachments to documents as links instead of just uploading the attachment […]

Organisational Chart

Configuration > Organisations > Select Organisation The organisational chart is a means of visually representing your organisation as a tree view. Each organisation (blue box) can be composed of multiple departments (green boxes) – agents can be members of these departments, primarily used for ticket visibility/modification. Each department can be composed of multiple teams (yellow […]

Call Scripts

Configuration > Tickets > Call Scripts Configuration > Call Management > Call Scripts Related Guides: Call Scripts Details Field Type Description Test Script Button (Action Button Top Right) This button will run you through your configured Call Script and produce the final summary of any information answered, along with a heading to describe the question asked. […]