Creating Users

In this guide we will cover: – What are Users? – Manual Creation      – Customers Area      – New Ticket Screen      – New Call Screen      – Changing End-User      – Converting from an Opportunity – Portal Registration – Email Matching – CSV/XLS Import – Integration Import – […]

Major Incident Management

In this guide we will cover: – What is a Major Incident? – Tha Major Incident Console – Identifying a Major Incident – Logging a Major Incident Ticket – Actioning the Major Incident Ticket – Resolving and Closing the Major Incident What is a Major Incident? A Major Incident is effectively an Incident that is […]

Knowledge Base Article Feedback

In this guide we will cover: – What is Article Feedback? – Allowing Article Ratings – Allowing Article Comments – Using a Ticket Type to Receive Feedback – Tracking Feedback What is Article Feedback? Article Feedback can be left by either Agents or Users on an Article through an upvote/downvote system, alongside the option to […]

Start to Finish: Service Requests

In this guide we will cover: – What is a Service? – Creating a Ticket Type or Ticket Template – Creating Custom Fields – Creating an Approval Process – Creating a Workflow – Adding the Service to the Service Catalogue – Showing the Service on the Self-Service Portal – Logging a Service Request Admin Guides: Services […]

Custom Integrations

In this guide we will cover: – What are Custom Integrations? – Creating a Custom Integration – Custom Integration Methods  – Executing Custom Integration Methods – Runbooks What are Custom Integrations? Custom Integrations in Halo are used to authenticate access and execute requests to other APIs. This allows you to integrate your Halo instance with […]

Asset Meters

In this guide we will cover: – What are Asset Meters? – Setting up Asset Meters – Taking Meter Readings – How to bill for Asset Meters    What are Asset Meters? Meter billing in Halo allows you to bill customers for a product/service based on their usage of it, with the price changing dynamically […]

Troubleshooting API Errors

In this guide we will cover: – What are API errors  – How to obtain and interpret API errors in Halo – HTTP Status Codes – Error Examples in Halo In this guide we will cover what each of the HTTP status codes and API error codes means in the context of Halo and how […]

Barcode Scanning

In this guide we will cover: – Enabling Barcode Scanning – Scanning Barcodes via the Web App – Creating Barcodes for Existing Assets – Scanning Barcodes via the Mobile App Related Guides: Asset Management Mobile App Barcode scanning functionality can be enabled to create new Assets from existing barcodes, or barcodes can be generated by […]

Reporting Access Control

In this guide we will cover: – Access Control on Existing Report Groups – Variations of Access Control – Granting Access Control on Reports Related Guides: Access Control Access Control on Existing Report Groups Three methods of restricting Report access through this method are available in Configuration > Reporting > General Settings. The below setting […]

Custom HTML Banner on the Self-Service Portal

In this guide we will cover: – Adding a Custom Banner to the Self-Service Portal – Using Sticky Banners Adding a Custom Banner to the Self-Service Portal In Configuration > Self-Service Portal, scroll to the "Home Screen" section and enable "Display custom HTML". Further options will then show underneath to choose the position(s) of the […]