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 […]
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 […]
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 Associated Admin Guides: Views Billing General Settings Filter Profiles Filter Profiles are ways to […]
Ticket 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 – Adding an OR condition (v2.220+) Administrator Guides: Views Configuring Lists Lists are ways to create custom subsets of tickets of […]
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 In this example, we will take a look at the configuration around viewing tickets on […]
Column Profiles
In this guide we will cover: – Creating a Column Profile – Sorting Tickets – Tile View – Kanban View – Gantt View – Viewing Child Tickets from the Main Ticket List – Access Control – Using Dashboard Column Profiles – Billing Column Profiles – Filtering via the Column Profile Administrator Guides: Ticket Types Views […]
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 […]