Workflow Runbook Automations

In this guide we will cover: – Configuring the Automation – Use in a Ticket Admin Guides: Workflows Related Guides: Custom Integrations/Runbooks Modifying and Adding Workflows Configuring the Automation To go to the workflow you want to apply a runbook automation to, go to Configuration > Tickets > Workflows > click into the workflow of […]

Agent Statuses

In this guide we will cover: – Making Agent Statuses – Changing Agent Statuses Manually – Changing Agent Statuses Automatically – Logging Changes – Mentioning Agents – Re-Assigning to Agents – Status for Live Chat – Agent Idle Timeout Admin Guides: Statuses Related Guides: Agents Appointments Chat Bot and Chat Profiles  Distributing Tickets in Halo […]

Article Restrictions

In this guide we will cover: – Restrict User Access to FAQ Lists – Restricting Access to Individual Articles  – Viewing Article Access – Remove the Agents' Ability to Edit Articles – Publishing Articles Using Unique Links Restrict User Access to FAQ Lists Restricting access to an FAQ list means selected users will not be […]

How to Configure Timesheets

In this guide we will cover: – Key Settings – Add Fields to Time Logging screen – Set Warning if Time Taken on Action Exceeds a Set Amount of Time – Setting Target Hours and Holidays – Timesheet Approvals – Incomplete Timesheets Notifications Admin Guides: Time Management Related Guides: Timesheet Approvals  Time Tracking What are […]

Working on Tickets

In this guide we will cover: – Actions on Tickets – Respond Button – SLA Option for Response Timer – Ticket Screen – Options For Viewing Ticket Progress Admin Guides: Actions SLA General Settings Ticket Types  Tickets General Settings Ticket Views Actions on Tickets As an agent you will be working on tickets which were […]

Closure Procedures (End-User Closure Confirmation)

In this guide we will cover: – Default Closure Procedures – Enabling End-User Closure Confirmation Procedures – Closure Settings on Ticket Type – Email Templates – Configuring the Worked Example – Additional Features per Ticket Type -Closure Confirmation Procedures for Project tickets Default Closure Procedures Within Halo, the standard practice for closing tickets, is that the […]

Ticket Views

In this guide we will cover: – Default Views (Agent Preference, Global Setting, Ticket Areas) – Tickets Viewing Options (By Team, By Ticket Type, All Tickets) – Custom Ticket Lists (My Lists) – Configure Tickets By Team View – How To get The "Add More Teams" Button To Display – Column Profiles – Mentioning Agents […]

Providing Access to your Knowledge Base

In this guide we will cover: – Setting Article access in the portal – Setting Article Owners Admin Guides: Knowledge Base Self Service Portal Setting Article Access in the Portal To allow access to the portal to log tickets, service requests, view service statuses, view knowledge base articles and approve/reject requests without requiring authentication, then […]

Custom Tabs

In this guide we will cover: – What are Custom Tabs? – Creating a Custom Tab – Adding a Custom Tab to a Ticket Type – Adding a Custom Tab to an Asset Type – Adding a Custom Tab to an Action – Adding Custom Tabs to the Navigation Menu – Other Uses tab Admin […]

Email to SMS

In this guide we will cover: – Compatible Email to SMS Providers – SMS Settings – Setting up an Action to send SMS – Sending SMS to Service Users Admin Guides: SMS Settings Compatible Email to SMS Providers HaloPSA will work with most Email to SMS providers as they follow a similar method for converting […]