Customising Ticket Views in Halo
In this guide we will cover: – An Overview of Viewing Tickets – Levels of Filtering and Customising the Ticket View An Overview of Viewing Tickets There are various customisation options in Halo to organise where different tickets show and how agents can view them. Allowing you to configure your service desk to be optimal […]
Redact Sensitive Audit Logs on a Ticket
In this guide we will cover: – Enabling the Audit Log Tab – Redacting Sensitive Information from Logs 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 be enabled per ticket […]
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 – Email identification (v2.228.1+) Connected instances can be used to allow agents from two separate Halo instances to work on the same ticket list. In this example, we […]
Automatic Ticket Updates via Email
In this guide we will cover: – Benefits of providing Automatic ticket updates via email – How to provide Automatic ticket updates via email – How to request ticket updates via email Admin Guides: Email (General Settings) Benefits of Providing Automatic Ticket Updates via Email In this guide we will cover how to provide users […]
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 Admin Guides: Views Billing General Settings Filter Profiles Filter Profiles are ways to filter […]
Viewing Tickets in the Portal
In this guide we will cover: – Ticket Type Default – Ticket List on The Self Service Portal – Configuring Actions – Edit Actions on a ticket – Self-Service Portal Ticket Details Configuration – Column Profiles on The Self Service Portal – Change Agent Names in the Portal In this example, we will take a look […]
Column Profiles
In this guide we will cover: – Available Entities and Defaults – Creating a Column Profile – Sorting Tickets – Display Types (Kanban, Tile, Gantt) – Column profiles and Child Tickets – Using Dashboard Column Profiles – Access Control – Billing Column Profiles – Filtering via the Column Profile Admin Guides: Ticket Types Views Self […]
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 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 were […]
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) – Custom Ticket Lists (My Lists) – Configure Tickets By Team View – How To get The "Add More Teams" Button To Display – Column Profiles – Mentioning Agents […]