Creating a Report From an Action

In this guide we will cover: – 'Generate Report' System Use – Use on a Ticket – Filtering the Report with Variables 'Generate Report' System Use To create a report in a ticket you can use an action with the system use 'Generate Report'. When creating an action (Configuration > Tickets > Actions > Details) […]

Searching Entities

In this guide we will cover: – Global Searching – Entity Specific Searching – Searchable Parameters per Entity – Filter and Sort Results – Self-Service Portal Searching – Advanced Searching – Searching Configuration Settings Global Searching When looking for something in your instance the global search bar can be utilised to quickly find the specific […]

Approval Process Approvers

In this guide we will cover: – "Approve by" Options – Approval Overrides – Approver Notes Admin Guides: Approval Processes Related Guides: Approval Delegation Approval Processes Overview  Approval Process for a Users Department Manager "Approve by" OptionsIn order to get to this menu, you will need to head to Configuration > Tickets > Approval Processes […]

Asset Resource Booking

In this guide we will cover: – Asset Resource Booking Configuration – Ticket Type Configuration Resource booking for assets is a feature of Halo that enables your end-users to book shared resources themselves, such as laptops or desk areas, via the self-service portal.  The resource booking feature also allows for end-users to book appointments with […]

AI Report Builder

In this guide we will cover: – What the AI Query Builder is – Writing a Prompt Admin Guides: General Settings (Reporting) Related Guides: Charts and Graphs in Reports Halo In-App Dashboard Reports and Scheduling Report Builder Report Data Sources What the AI Query Builder is The report builder uses an AI Assistant utilising the […]

Languages

In this guide we will cover: – Changing Language per Agent – Setting a Default Language – Customise Language – Add Translations Shortcut Admin Guides: Language Changing Language per Agent You can change your own language under your agent profile. Go to the top right corner and click your profile picture > My Account > […]

Email Hashtags

In this guide we will cover: – What is an Email Hashtag? – Adding Hashtags to Emails – Available Hashtags What is an Email Hashtag? Email hashtags allow your agents to add certain behaviours when they email in, without having to log in. Adding Hashtags to Emails Email hashtags can be enabled per mailbox in […]

Connecting Through the API

In this guide we will cover: – Importing Data – Authentication – Resources and Data – Common Issues Documentation on the Halo API can be found by going to your Halo URL and adding "/apidoc" to the end, or a full list of endpoints can be found here. We allow the exporting and importing of […]

Organising Teams of Agents

Teams and their use Related Articles: Ticket Templates Assigning tickets on receipt Column profiles and view customisation       Teams and their use Halo Teams; a way to introduce a division of labour or divide up the specialised knowledge to speed up the solutions to your customers or internal problems. Out of the box […]

Calendars and Appointments

In this guide we will cover: – Using the Calendar – Viewing Entries in the calendar – Creating Appointments – Appointment creation Screen The calendar module in Halo can be used to view, track and manage agent appointments, holidays, tasks, change requests, projects and scheduled tickets. Agents will each have their own calendar, but can […]