Changing the Self-Service Portal Language

In this guide we will cover – Setting the General Language for the Self Service Portal – Changing the Language of the Self Service Portal for each Customer Site Related guides: Languages in Halo  Setting the General Language for the Self Service Portal The default language your Halo uses is set under Configuration > Language, […]

Canned Text vs Email Templates: What’s The Difference?

Canned text are text templates that can be used in actions. Agents can add canned text to an action by pressing the plus icon.  They can also start typing the first few words of canned text and it will appear as a suggestion, which they can select to autocomplete their typing. Once the action that […]

Grouping Tickets by Ticket Type in a Column Profile

Navigating The Reporting Suite

In this guide we will cover: – Reporting Suite Basics – Walk-Through of a Report – Dashboards Related Guides: Charts and Graphs in Reports Halo In-App Dashboard Reports and Scheduling The reporting suite is vital to keeping track of your KPI's and progress. This guide provides an overview of navigating each area. For more information […]

Concurrent Licensing and Agent App Session Improvements

In this guide we will cover: – Force logout button – Agent idle timeout Option – Improved Licence usage information – Concurrent licence usage limits per Team and Department – Concurrent agent online count logging Force logout button An option has been added to the agent profile screen that allows administrators to kick another agent […]

How to Restrict Users Access to Reports

In this guide we will cover: – Making Reports Available in the Portal  – Restricting which Reports Users can see in the Portal – Making a Report Publicly Available Making Reports Available in the Portal  Head to Configuration > Self Service Portal, and then to the Menu Buttons area. Here, add the button called 'My […]

Asset Template Creation

In this guide we will cover: – What is an Asset template? – How to create and use an asset template What is an Asset template? Asset templates can be used as a base when creating new assets. Information about the asset can be saved to an asset template, then when creating a new asset […]

Restricting Field Access & Visibility

In this guide we will cover: – Restricting Field Access on a Ticket Type Restricting Field Access on a Ticket Type Restricting certain roles from being able to access particular fields on a ticket type is done within the ticket type level. Go into Configuration > Tickets > Ticket Type and enter the edit mode, […]

Automated Tickets – Next Call Date

In this guide we will cover: – How to create an automated ticket based on the Next Call Date field Within Halo, you can set up automated tickets to monitor the agreement next call date field. This is useful for setting up a date to be notified as to when you should contact clients regarding […]

Iframe Custom Tabs on Assets

In this guide we will cover: – Configuring the Custom Tab – Adding the Custom Tab to an Asset Type Configuring the Custom Tab Using Iframes within custom tabs will allow you to view a specified URL from within your asset. To add custom tabs to your assets you must navigate to Configuration > Custom […]