How to Use Custom CSS and HTML on Halo Reports

In this guide we will cover: – How to customise the appearance of Report tables using HTML – Pin Scrollbar to the bottom of the page v2.208+ HTML can be applied to reports in Halo to customise how they appear/are formatted. This allows you to completely customise how your reports look.  How to customise the appearance […]

Ticket Volumes and Forecasting

In this guide we will cover: – What is Ticket Forecasting? – Ticket Volume History – Configuring Forecasting – Running Forecasts – Reporting on Forecast Output – Adding Forecasts to Existing Reports Related Guides: Nixtla TimeGPT Integration Note: Forecasting via Nixtla TimeGPT is available from v2.188.1+, but built-in functionality is available as of v2.208.1. What […]

User Out of Office Detection

In this guide we will cover: – What is user OOO detection – Setting up user out of office detection – Out of Office and SLAs What is user Out of Office Detection? User out-of-office detection, allows users to set the dates that they are out of office (OOO). Then, if an agent emails a […]

Operations Assistant for Agents & Team Leaders

In this guide we will cover: – Chat Profiles for Agents – Agent App Virtual Agents – Virtual Analyst Use – Default Agent App Virtual Agents – Chat Improvements Chat Profiles for Agents Chat Profiles are available within the Agent Application, which allows the Virtual Agent feature to be utilised by Agents for quick actions […]

Common SQL Tables and Joins

In this guide we will cover: – Common SQL Tables and What Each Contains – Example Joins Between Them This guide will cover some commonly referenced SQL tables and the information that can be pulled from each. A majority of the tables listed here are also within the following schemas. ITSM Schema PSA Schema CRM […]

Optimising Reports to Improve Efficiency

In this guide we will cover: – Selective Data Retrieval – Join Recommendations – Subquery Alternatives – Minimising Use of Wildcard Characters Larger or more complex reports can potentially have slower loading times. This guide outlines a few key points to consider when writing reports to help combat this. Selective Data Retrieval Using a SELECT […]

Agent Cost Tracking and Profitability Reporting

In this guide we will cover: – What is Agent Cost tracking? – Setting Agent Costs – Profitability Reports What is Agent Cost tracking? The reporting suite in Halo can be utilised to create profitability reports based on real time data. This allows you to track the profitability of different areas of your business, including […]

SQL Imports – Licences and Subscriptions

In this guide we will cover: – How to complete a SQL Import to import Licences and Subscriptions into Halo This guide covers SQL imports specifically for the use of importing licences and subscriptions into Halo. For a general overview of SQL imports we recommend reading our guide SQL Imports.  How to complete a SQL […]

Ticket Sources

In this guide we will cover: – What is a Ticket Source? – Adding to Columns and Lists – Ticket Rule Criteria – Setting Source by Actions – Notifications – Excluding Ticket Sources (v2.204.1+) What is a Ticket Source? Ticket source is a field that is automatically set to display where a ticket has been […]

Mail Processing FAQs

In this guide we will cover: – Frequently asked questions about how emails are processed in Halo This guide will cover a list of frequently asked questions about how mailboxes work within Halo. If you have additional questions following reading the below, please contact support to assist you. How are emails processed by a mailbox […]