Email Configuration (High Level)

In this guide we will cover: – How to change the Email start tag – Message Groups – Mailbox Overrides – Email Signatures  Associated Configuration setting guide: Email (General Settings) Email Start Tag When you begin using Halo, you will notice that within Configuration > Email > General Settings, there is an option to edit […]

Lookups

In this guide we will cover: – What is a lookup? – How to create a lookup – Worked Example – Filtering results with variables What are Lookups? Lookups use SQL scripts to populate fields with information that already exists in your database. For example you could have user's contact details fields populate automatically on […]

Parent and Child Tickets

In this guide we will cover: – What are Parent and Child Tickets? – Identifying a Parent or Child Ticket – Linking Tickets Manually – Creating Child Tickets Automatically – Actions between Parent and Child Tickets – Child Ticket Behaviour when Merging Parent Tickets – Adding Child Tickets into the Column Profile Admin Guides: General […]

Scheduled Tickets

In this guide we will cover: –  What are Scheduled tickets? – Creating Scheduled tickets – Adding From Client Level What are Scheduled Tickets? Using Scheduled Tickets can inform your Agents of recurring events and monitoring to be done. This will generate a Ticket at a set time with a given interval (such as every […]

Self-Service Portal Customisation

In this guide we will cover: – Portal Customisation – Setting Portal Access – Home Screen – Tickets on the Portal Portal Customisation The Self-Service Portal can be customised in Configuration > Self-Service Portal. This guide will step you through each of the settings on this screen. These settings are used to change how your […]

Merging Tickets

In this guide we will cover: – What is Merging? – Merging Two Tickets – Unmerging Tickets What is Merging? Halo allows the merging of two tickets into one another. When tickets are merged, all actions and items (items from v2.240+) on one ticket are moved onto another. This can be done for a variety […]

Changing your Halo URL

This article outlines the procedure to follow when you are looking to change your Halo Agent Application, or Self-Service Portal URL. When you first get a trial of Halo, your URL will be a subdomain of one of our core product domains (https://MyCompany.Halo.com, for example). However, this can be changed to use your own domain […]

Canned Text

In this guide we will cover: – What is Canned Text? – Using Canned Text – Adding new Canned Text From an Action – Managing Canned Text – Importing Canned Text    Admin Guides: Canned Text What is Canned Text?  Canned text is pre-written, easily accessible content designed to allow speed and consistency in your actions. […]

Halo In-App Dashboard

In this guide we will cover: – Creating an In-App Dashboard – Widget Types – Adding Widgets – Customising Widgets with Custom CSS – Setting a Dashboard on the Home Screen – Money Widgets – Configure Charts within Dashboards – Tracking Changes to Dashboards and Syncing Between Instances – Reporting on Report Views from a […]

Azure Mail Integration (Webhook Method Included)

This is a legacy guide – we recommend using our guide 'Office 365/Azure Mailbox Setup' for the most comprehensive and up to date setup information.  This video covers the Mailbox Setup for Email Processing via Webhooks (Read the guide for full setup and how to configure error notifications per agent).                           In this guide we […]