Agent Permission Settings

How to configure agent permission settings. Related Articles: Agent Settings Configuring Agent Roles Agent permissions can be used to control how your agents use the system and which areas they have access to. For a comprehensive list of agent settings and descriptions head to this admin guide: Agents Settings with Descriptions Permissions Overview Agent permissions […]

End-User Closure Confirmation

This guide details how to make use of end-user closure confirmation functionality. Sometimes, you may find that your agents have closed a ticket before the end-user was happy that the matter had been addressed. Well don't worry – Halo has you covered.  Halo allows the option to enable 'End-User Closure Confirmation', which can be found […]

Customer, Site and User Records

In this guide we will cover: – Customers Area – Creating a New Customer – Changing Tab Layouts – Tabs Against Customer/Sites/Users – Customer Lists Admin Guides: General Settings (Users) Related Guides: Asset Import – CSV/XLS/Spreadsheet Method Billing Rules (Formerly Billing Plan Combinations)    Creating an Agreement/Recurring Invoice for a customer  Creating Quotations  Document Management […]

Emailing Users

In this guide we will cover: – Creating an Email User Action – Using the Email User Action – Standalone Emails – Standalone Emails – Replying to a Specific Action Admin Guides: Actions Email (General Settings)  General Settings (Tickets) Related Guides: Actions $-Variables (Dollar Sign Variables) Creating an Email User Action It is likely your […]

Application Colour and Theme

You can customise the colour, logo and page size for your Halo. This can be done globally throughout the system, or you can allow each agent to also change their colour. This gives you a Halo look all of your own! Agent Settings Click on your profile picture in the top right (or initials icon […]

Custom Integrations/Runbooks

In this guide we will cover: – Building blocks of runbooks  – Log a Ticket when a Runbook Fails – Runbook Statistics – Worked Example  – Actions that can be completed through the API – Using Previous output variables in subsequent steps Creating a New Runbook To create a runbook head to Configuration > Integrations […]

Asset Overview and Merging

In this guide we will cover:– Key Asset management elements – Merging Assets Related Guides: Custom Fields Asset Catalogue Linking Assets Asset Import – CSV/XLS/Spreadsheet Method Barcode Scanning Configuration Settings Guide: Asset Management General Settings Key Asset Management Elements The "Asset Management" section of the configuration console is the key to effectively sorting and managing […]

Reports and Scheduling

The following video explores Ticket Reporting and how you can configure actions to generate reports from within a ticket. For Portal Users: Video Link – Ticket Reports                                                                 The following video explains the side pane dashboard feature and how to customise it to include your followed tickets. For Portal Users: Video Link – Side Menu Dashboard With […]

Asset Import – CSV/XLS/Spreadsheet Method

In this guide we will cover: – How to Import Assets using CSV/XLS/Spreadsheet Method – Importing Asset fields and Custom Asset fields – Finding Errors When Importing – Limiting Rows Admin Guides: Asset General Settings How to Import Assets using CSV/XLS/Spreadsheet Method This guide covers how to import assets using the Assets Sample Spreadsheet. This […]

Variables in Email Templates

              In this guide we will cover: – Using variables in Ticket Templates  Related Guides: Actions Custom Fields Email Templates Configuration Settings Guides: Email Templates Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no replacement of them if this […]