Office 365/Azure Mailbox Setup

In this guide we will cover: – Pre-Requisites – Supported Mailboxes – Initial Setup – Authentication Method – Credential Types – Processing Method – Configuring an Azure Application – Creating Credentials – Connecting to the Mailbox – Imports – Logging – Common Errors In this guide we will cover Office 365/Azure mailboxes in Halo, including […]

Statistics Tables

In this guide we will cover: – What is a Statistics Table? – Creating a Statistics Table – Reporting on Statistics Tables Related Guides: Ticket Volumes and Forecasting What is a Statistics Table? Statistics tables are type of Custom Table which allow you to take a snapshot of data based on a query which is […]

How to Use Custom CSS and HTML on Halo Reports

In this guide we will cover: – How to customise the appearance of Report tables using HTML – Pin Scrollbar to the bottom of the page HTML can be applied to reports to customise how they appear/are formatted. This allows you to completely customise how your reports look.  How to customise the appearance of Report tables […]

Ticket Volumes and Forecasting

In this guide we will cover: – What is Ticket Forecasting? – Ticket Volume History – Configuring Forecasting – Running Forecasts – Reporting on Forecast Output – Adding Forecasts to Existing Reports Related Guides: Nixtla TimeGPT Integration What is Ticket Forecasting? Ticket Forecasting uses historic Ticket Volume data to allow predictions of future inbound Ticket […]

User Out of Office Detection

In this guide we will cover: – What is user OOO detection – Setting up user out of office detection – Out of Office and SLAs – Out of Office and Approval Delegation What is user Out of Office Detection? User out-of-office detection, allows you to set the dates users are out of office (OOO). […]

Common SQL Tables and Joins

In this guide we will cover: – Common SQL Tables and What Each Contains – Example Joins Between Them This guide will cover some commonly referenced SQL tables and the information that can be pulled from each. A majority of the tables listed here are also within the following schemas. ITSM Schema PSA Schema CRM […]

Optimising Reports to Improve Efficiency

In this guide we will cover: – Selective Data Retrieval – Join Recommendations – Subquery Alternatives – Minimising Use of Wildcard Characters Larger or more complex reports can potentially have slower loading times. This guide outlines a few key points to consider when writing reports to help combat this. Selective Data Retrieval Using a SELECT […]

Agent Cost Tracking and Profitability Reporting

In this guide we will cover: – What is Agent Cost tracking? – Setting Agent Costs – Profitability Reports What is Agent Cost tracking? The reporting suite in Halo can be utilised to create profitability reports based on real time data. This allows you to track the profitability of different areas of your business, including […]

SQL Imports – Licences and Subscriptions

In this guide we will cover: – How to complete a SQL Import to import Licences and Subscriptions into Halo This guide covers SQL imports specifically for the use of importing licences and subscriptions into Halo. For a general overview of SQL imports we recommend reading our guide SQL Imports.  How to complete a SQL […]

Ticket Sources

In this guide we will cover: – What is a Ticket Source? – Adding to Columns and Lists – Ticket Rule Criteria – Setting Source by Actions – Notifications – Excluding/Ordering Ticket Sources What is a Ticket Source? Ticket source is a field that is automatically set to display where a ticket has been created […]