Software Releases

In this guide we will cover: – What is the Software Releases functionality?  – Configuring Software Releases – Using Software Releases – Logging work for a release (tagging tickets to a release)  – Viewing the changes made within a version – Sending Release emails – Tracking Release Issues and Statistics Associated Configuration settings guide:  Software […]

Agent and User Impersonation

In this guide we will cover: – How to impersonate agents and users – Multi-Tenancy Portal Section when impersonating Users How to impersonate agents and users Agent and user impersonation can be enabled in advanced settings: Fig 1. Allow user/agent impersonation This will add a button to the agent and user details screens to allow […]

Password Storing, Sending and Resets

In this guide we will cover: – Changing a Halo Password – Password Auto-Expiry – Storing External Passwords in a Custom Field – Sending Passwords in a One-Time Secure Message Link Related Guides: How are user passwords stored? How long is welcome/password reset e-mail sent from web app valid for? This guide will cover setting […]

Date Format

Halo is displaying in the wrong date format for the region you are in. For example, it is displaying the dates as MM/DD/YYYY when based in the UK. In this guide we will cover: – How to set how date format displays How to set how date format displays Halo uses your browser's time zone […]

Azure Actions

Added a new action system use called 'Azure Action', allowing for the ability to create Users in Azure and assign them to groups via system actions. A new action system use called 'Azure Action' is now available.  When this option is selected, a new "Azure Action" tab will show on the action configuration. Here you […]

Internal Conversations

Overview an implementation of the internal conversations functionality Related guides Actions Altering Ticket Types Internal discussion on customer/user facing tickets can sometimes cause confusion and make a ticket difficult to track and follow (it usually leads to the ticket being reassigned back and forth between agents with notes added each time). Halo addresses this issue […]

Custom Fields

In this guide we will cover: – What are custom fields? – Creating a new Custom Field – Displaying Custom Fields  – Setting Validation for Date fields – Access Control – Using Variables in Custom Fields Admin Guides: Custom Fields What are custom fields? Custom fields can be used to collect and store additional information […]

Forwarding an Action

A short guide to forwarding an action for outside input. You can forward any action from a ticket to an additional email address. This allows you to forward emails or actions to other Agents or Users for input. This will not email the user themselves unless you input their email. This enables input form a […]

Charts and Graphs in Reports

In this guide we will cover: – Adding a Chart – Displaying Charts in Scheduled Reports – Types of Chart – Trendlines – Labels Admin Guides: General Settings (Reporting) Related Guides: AI Report Builder Halo In-App Dashboard Reports and Scheduling  Report Builder  Report Data Sources Using the graphing function can provide powerful visual insight into […]

Importing Additional Fields via CSV

In this guide we will cover: – How to find the API Name of a field – Worked Example – Including the Reference in Client Imports Halo provides a series of example import sheets that can be used to import your data from a spreadsheet. However, you may find the need to import/bulk update extra […]