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 Using Tile View "Tile View" is an alternate view for a ticket screen and can be used to present more readable or just more data than […]
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 Associated Administrator Articles: Email (General Settings) Benefits of Providing Automatic Ticket Updates via Email In this guide we will cover how to provide […]
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 […]
Viewing Tickets
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: – 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) Admin 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 […]
