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 Check out the guides for more information on Call Scripts: Call Scripts 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 […]
Using Category Group as Ticket Rule Criteria
In this guide we will cover: – What is a Category Group? – Creating Category Groups – Creating a Ticket Rule Related Guides: Ticket Categories What is a Category Group? A category group is a way of grouping category values with common themes, and this can then be used to trigger ticket rules. Creating Category […]
One-Click Feedback
In this guide we will cover: – Ticket Closed Email Template – Edit link option for image within Email Template – Setting bounds for feedback variables – Functionality for an End-User Clicking on an Image – Feedback Configuration options – Preventing false feedback (from email link scanners) – Reporting on Feedback One-Click Feedback is a […]
Sage 50 UK Integration
In this guide we will cover: – What is the Sage 50 UK Integration? – Downloading the Application – Setting up the Integration What is the Sage 50 UK Integration? The Sage 50 integration allows UK-based Sage accounts to connect to Halo and sync Customers, Products and Invoices. Downloading the Application The Sage 50 UK […]
Statuses
Configuration > Tickets > Statuses Configuration > Sales > Statuses Check out the guides for more information on Statuses, the same guides can be found on the HaloPSA Academy: Statuses HaloPSA Academy – Statuses Table View Field Type Description Name Header This is the name of the Ticket Status, and will be how it is […]
Services
Configuration > Services Check out the guides for more information on the Service Catalogue, the same guides can be found on the HaloPSA Academy: The Service Catalogue Raising a Service Request HaloPSA Academy – The Service Catalogue Field Type Description Label for the Service Catalogue area Text Enter the label you would like to be […]
Roles
Configuration > Teams & Agents > Roles Roles allow you to bulk change agent permissions, department/team membership & determine notifications relevant to agents with this role. When you are changing permissions for an agent or changing permissions at role level, it is important to log out and log back in for your permissions to update […]
Halo Application Licensing
A short guide on the endpoints, protocols and ports required to successfully allow licencing calls for the Halo Web Application [HaloPSA, HaloITSM, HaloCRM etc.] Halo Licensing Endpoints The licencing service is located at the addresses: support.nethelpdesk.com licensing.haloitsm.com These addresses have the IP Set 75.2.9.128/32 3.33.165.105/32 Protocols The only protocol accepted and required by the licensing […]
Zabbix Integration (Alerting)
In this guide we will cover: – What is the Zabbix Integration? – Creating Mappings – Webhooks What is the Zabbix Integration? The Zabbix integration can be used to map devices and send over alert tickets to Halo via webhooks. This guide covers the setup of the integration and the configuration steps required on the […]