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 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 […]

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 […]

Sort Client Level Tickets Tab by Ticket Area

In this guide we will cover: – Sorting Client Level Tickets Tab by Ticket Area Sorting Client Level Tickets Tab by Ticket Area The setting 'Split Tickets tabs into Ticket areas' in Tickets > General Settings replaces the tickets tab ,when viewing customers, sites, users, assets, and services, with tabs for each configured ticket area. […]