Redacting Card and Social Security Numbers (SSN)

In this guide we will cover: – Redacting Card Numbers – Redacting Social Security Numbers (v2.206.1+) – Context Aware Redaction Rules (v2.206.1+) Card numbers and Social Security Numbers (SSN) can be redacted from new tickets or actions, either partially or wholly.  Redacting Card Numbers In Configuration > Users > General Settings > Data Compliance Settings, […]

Redact Sensitive Audit Logs on a Ticket

In this guide we will cover: – Enabling the Audit Log Tab – Redacting Sensitive Information from Logs (v2.202.1+) As of v2.202.1+, audit logs can be redacted from view, allowing sensitive information such as password or HR fields to be hidden from audit logs and reports. Enabling the Audit Log Tab The auditing tab can […]

Connected Instances

In this guide we will cover: – Creating an Application – Linking a Connected Instance – Creating a Linked Ticket List – Using a Linked Ticket List Connected instances can be used to allow agents from two separate Halo instances to work on the same ticket list. In this example, we are joining a PSA […]

Drag and Drop Tickets Onto a Calendar to Create Appointments

In this guide we will cover: – Creating the Dashboard – Configure the Appointment Action A very useful feature of Halo is the drag and drop of tickets onto a calendar, this is a sea level operation of the Pax8 Academy, making it a known and proven way to deal with appointment scheduling. This feature […]

Using and Editing the Tile View

             In this guide we will cover: – Using Tile View – Setting Tile View as Default – Editing Tile View Associated Admin Guides: Views Related Guides: Ticket Views  Tile and Kanban HTML $ Variables Using Tile View "Tile View" is an alternate view for a ticket screen and can be used to present more […]

Filter Profiles

In this guide we will cover: – Filter Profiles – Configuring Filter Profiles (For Configuring Sales ticket filter profiles go to Configuration > Sales > Views) – Specifying Filter Criteria – Show Tickets which have not yet been reviewed for Billing Associated Admin Guides:  Views Billing General Settings Filter Profiles Filter Profiles are ways to […]

Lists

In this guide we will cover: – Configuring Lists (For Configuring Sales ticket lists go to Configuration > Sales > Views) – Configure List Groups – Adding Lists to a Group – List Setup Screen Associated Admin Guide: Views Configuring Lists Lists are ways to create custom subsets of tickets of a certain criteria. Fig […]

Column Profiles

In this guide we will cover: – Configuring Columns – Sorting Tickets – Tile View – Kanban View – Gantt View (Make sure to set start and target dates on the ticket for this view to work) – Viewing Child Tickets from the Main Ticket List – Access Control (v2.179.1) – Billing Column Profiles (v2.190.1+) […]

Working on Tickets

In this guide we will cover: – Actions on Tickets – Respond Button – SLA Option for Response Timer – Ticket Screen – Options For Viewing Ticket Progress Associated Admin Guides: Actions SLA General Settings Ticket Types  Tickets General Settings Ticket Views Actions on Tickets As an agent you will be working on tickets which […]

Ticket Views

In this guide we will cover: – Default Views (Agent Preference, Global Setting, Ticket Areas) – Tickets Viewing Options (By Team, By Ticket Type, All Tickets) – How To get The "Add More Teams" Button To Display – Column Profiles – Views For Child Tickets – Gantt and Kanban Views – Mentioning Agents Directly From […]