Statuses
Configuration > Tickets > Statuses Configuration > Sales > Statuses Related Guides: Statuses Table View Field Type Description Name Header This is the name of the Ticket Status, and will be how it is displayed in lists. Sequence Header This is the sequence value of the Ticket Status, and will dictate where it appears in […]
Services
Configuration > Services Related Guides: Service Catalogue Raising a Service Request Start to Finish: Service Requests Field Type Description Label for the Service Catalogue area Text Enter the label you would like to be used for the Service Catalogue module. This will only take affect once you log out and back in. Show Service Status […]
Roles
Configuration > Teams & Agents > Roles Related Guides: Roles Details Field Type Description Role Name Free Text Name of the Role. Agents that have this Role Multi-Select The list of agents who have this role. Cost Integer Here you can set the cost of agents who have this role. This field is only used […]
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? – Connecting Halo to Zabbix – Determine how Assets/Hosts are Imported – Import Hosts Manually – Alerting – Import/Update Assets (Hosts) on a Recurring Schedule What is the Zabbix Integration? The Zabbix integration can be used to import Hosts (and their inventory) from […]
Email Rules
Configuration > Email > Email Rules Related Guides: Email Rules Details Field Type Description Email Rule Name Free Text The name of the Email Rule, as it appears in lists. Email Rule Type Single Select Dictates the behaviour of the outcome of this rule: Ignore Email – Any incoming email that matches the specified criteria […]
Time Tracking
In this guide we will cover: – Logging Time on an Action – Adding Quick Time – Deleting Time Entries – Viewing Your Timesheets – Triggering Rules from Time Taken – Charge Type field on Quick Time Configuration Setting Guides: Time Management Fig 1. Time Management Configuration Module. Time tracking is a function to monitor how […]
Connectwise RMM Integration Guide
In this guide we will cover: – What is the ConnectWise RMM Integration? – Connecting Halo to ConnectWise – Site Imports – Asset Imports – Alerting – Syncing Data What is the ConnectWise RMM Integration? The ConnectWise RMM Integration can be used to connect your Halo instance to your ConnectWise asset management tool; allowing you […]
Halo Accounts Integrator Setup
In this guide we will cover: – Setting up the API Application The Halo Accounts Integrator is required to integrate with the following Accounting Software/Tools: Sage 50 UK – The Account Integrator has been updated to be compatible with Sage UK v32 (2026). Sage 50 Canada QuickBooks Desktop (All regions) The Halo Accounts Integrator must […]
Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)
In this guide we will cover: – Default Ticket Type Assignment Options – Global Ticket Settings – Options Shown on New Ticket Screen/New Actions – Agent Statuses, Ticket Statuses and Teams – Qualification Matching – Load Balance per Ticket Type – Load Balance per Agent – Load Balance per Team – Load Balance Re-Opened Qualified […]