Iterative Runbooks

In this guide we will cover: – General Runbook Configuration – Iterating through the runbook – Runbook Scheduling – Additional Information Runbooks can be used to iterate through an array of data. This can be achieved by following the guide below. The first thing to consider when configuring runbooks is the authorization of the API. […]

Operational-Level Agreements (OLAs) on Workflows

In this guide we will cover: – What are OLAs? – Configuring OLAs – Reporting on OLAs – Handling OLA Breaches Related Guides: Modifying and Adding Workflows What are OLAs?  Operational-Level Agreements are, at their very base, target times for certain parts of a Workflow, whether that be the Stages or individual Steps. The main […]

Document Management Area

In this guide we will cover: – Turning on and Configuring the Module – Agent Permissions – Documents Area – Folder Access Control Turning on and Configuring the Module Halo has a dedicated area for document management. Here you can create folders, upload new documents, and manage versions of documents. First head into Configuration and […]

Holiday Management

In this guide we will cover: – Setting Holiday Allowance – Booking Holidays – Holiday Types – Approving Holidays  Admin Guides: Holiday Management Setting Holiday Allowance Your Agents' holidays can be managed, allowing you to establish a "holiday allowance" per Agent and incorporate approvals for holiday requests. Within Configuration > Teams & Agents, you will […]

Anonymous Ticket Logging

In this guide we will cover: – Setting up Anonymous Ticket Logging Setting up Anonymous Ticket Logging You can allow users to log requests anonymously (without authentication to the portal) for certain ticket types in the following way. The form can be accessed via a link or can be embedded on a website by adding […]

Appointments

In this guide we will cover: – Creating Appointments – Appointment System Uses On Actions – Appointment Creation Screen – Creating a MS Teams Meeting from a Halo Appointment – Internal Appointments   Admin Guides:  Appointment Types Exchange Calendars Calendars/ Appointments General Settings Related Guides:  Calendars and Appointments Halo provides the ability to have agents create appointments […]

Milestones

In this guide we will cover: – Milestones Tab – Options When Adding Milestones – Dependencies – Locked Tasks and Filtering by Milestone – Configuring a Column Profile for Milestones – Updating Milestones via Project Management General Settings – Link the Child to a Milestone When Creating a Child Ticket from a Project – Adding […]

Configuring Custom Appearances in Reports (using HTML)

In this guide we will cover: – Using HTML to Customise Report Appearance – Example Report/Basic HTML Blocks – Advanced Edits Using HTML to Customise Report Appearance In the reporting suite, click into the desired report and the "Appearances" tab. Check the checkbox, "Customize Table HTML" to get started. From here you will notice four boxes/blocks […]

Ticket Rules

In this guide we will cover: – Ticket Rules – Creating a Ticket Rule    – Criteria – Outcomes – Notifications – Adding OLAs – Manual Ticket Rules – Monitoring Rules Applied to Tickets – Useful Ticket Rule Example Admin Guides:  Tickets General Settings Ticket Types Ticket Rules Ticket Rules Ticket rules are a way […]

Agent Resource Booking

In this guide we will cover: – Agent Resource Booking Configuration – Ticket Type Configuration – Resource Booking via the Self-Service Portal – Linking to the Resource Booking screen via an Email Agent resource booking allows your technicians to send links to Customers directly & allows Customers to find a suitable time to book an […]