Automated Tickets

In this guide we will cover: – What are Automated Tickets used for? – Configuring Automated Tickets Admin Guides: Automated Tickets Related Guides: Automated Tickets – Next Call Date What are Automated Tickets used for? Automated Tickets are created with the purpose of prompting relevant Agents of events such as: Agreements commencing/expiring. Customers Next call […]

A Quick Guide to Scheduling Reports

Related Articles: Reports screen explained Reports and Scheduling Scheduled reporting is a tool that can email reports to relevant parties on specified schedule. This can be anything from SLA stats on tickets raised/closed in a period to managerial staff all the way to a daily breakdown of agent hours and interactions in the day. To […]

Navigating the Software

Explaining the ticket screen. Related Articles: Filter Profiles Views and column profiles The below image is your global ticket view, for any screen you have that contains tickets (be it opportunities, sales, ticket, projects or otherwise) it will look similar to this. There are many elements that can be hidden by agent, team or role. […]

The Report Screen Explained

The core elements of the report screen detailed. Related Articles: Scheduling reports Adding new reports System and Custom Fields The reporting feature is a very powerful tool which allows you to explore your Halo database in full. With this it is possible to view metrics specific to your service desk, interpret this information and subsequently […]

Custom Buttons

How to add and change custom buttons. Related Articles: Clients and Customers Custom Tables Ticket Types Creating a form Custom Fields – Adding to Your Records Custom buttons can be used to add a host of functionality to various areas in Halo whilst being very simple to configure. You might use custom buttons to: Build […]

Creating API Applications

In this guide we will cover: – API Details – Application Configuration Related Guides: Halo Integrator This guide outlines the configuration of Halo applications which can be used to connect applications to your instance of Halo via the API. API Details Navigate to Configuration > Integrations > Halo API to see the related configuration page. […]

Creating and Using Quick Actions

Creating and Using Quick Actions Related Articles: Actions $-variables You can create quick actions for your agents to inform the user or supplier of something and populate this with database information.  This can be used to inform a user that their account is now set up and the login credentials, update the end-user of the […]

Creating and Updating Tickets via Email

In this guide we will cover: – How are Tickets Created via Email? – How are Tickets updated via Email? How are Tickets Created via Email? Tickets are logged via email when an email is sent into a mailbox that is connected to your Halo.  If an email is received into a mailbox, and this […]

Configuring Agent Roles

In this guide we will cover: – What are Agent Roles?  – How to create Roles – Assigning Roles to an Agent  What are Agent Roles? Agent Roles are used to control and bulk assign Agent permissions, membership to Teams and Departments, and notifications which are shared by Agents with the same Role. Agents can […]

Linking Assets

In this guide we will cover: – Linking Assets to a Ticket – Linking Assets to a Site –  Asset Relationships You can link Assets to Users, Tickets, Sites, or other Parent/Child Assets. You can do all of this in any of the respective areas, for example, it is possible to add an Asset to […]