Using your Knowledge Base

In this guide we will cover: – Navigating to the Knowledge Base – Searching for Articles – Creating an Article – Updating Articles – Sending Article Links Admin Guides: Knowledge Base Related Guides Article Drafts FAQ Lists in the Knowledge Base  Knowledge Base Articles in the User Portal  Providing Access to your Knowledge Base This […]

Google Mail Setup (Setting up Google Application)

In this guide we will cover: – Pre-Requisites – Create a Mailbox in Halo – Setting up a Google Mail App – Pug Credentials into Halo – Additional Setup In this guide we will cover how to plug Google mailboxes in Halo, including how to set these up to allow the ingestion of emails into […]

Followers and Following Tickets

In this guide we will cover: – What is following a ticket – How Agents can follow a ticket – How End Users can follow a ticket  What is following a ticket? Following a ticket BCCs your agent email address onto any email correspondence from the ticket. This was originally created to ensure that when […]

Ticket Area Breakdown

A breakdown of each option in a ticket area.  The Halo Ticket screen is likely to be the most used page within Halo. So, we’ve designed it for the way that teams want to work. Fig 1. The Ticket Screen 1. Agent – This is a technician in a team, the small green circle attached to […]

Notifications

In this guide we will cover: – Notification Configuration – Notification Types in Detail – Adding Agents to an Agent Notification – List of Notification Triggers – Setting up a Personal Notification – Agent Level Settings – Access Control – Incomplete Timesheet Notifications – Notification Acknowledgements – Notifications on a Workflow Step – Do Not […]

Departments and Teams

                                             In this guide we will cover: – How to create a new Department and Team Admin Guides Departments Teams Creating a new Department and Team To access Departments & Teams, the best place to start is your Organisation settings. For this, navigate to Configuration > Organisation and click 'Configure My Organisation'. From […]

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 […]