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FAQ List: Viewing Tickets and Lists

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. […]

Ticket Dashboards

In this guide we will cover: – Overview and Benefits – Creating your Dashboards – Creating Widgets – Dashboard Configuration Overview and Benefits Ticket Dashboards are an alternative way to view your ticket lists and various other important areas of Halo, such as custom tables and in-depth details of tickets. Ticket dashboards are like global […]

Agent and User Impersonation

In this guide we will cover: – How to impersonate agents and users Agent and user impersonation can be enabled in advanced settings: Fig 1. Allow user/agent impersonation This will add a button to the agent and user details screens to allow admins to impersonate them by temporarily logging in as them, allowing the admin […]

Search Tools

Using the search pane and the quick search box. Related articles: Custom Fields Adding Users Your Ticket Screen Halo has multiple search tools. Firstly, the filter pane quick search box (1). Secondly, the search pane accessible in the top banner (2). Quick Search Box Typing a ticket ID number in this search box will open […]

Customising your Ticket View

How to change your view of the tickets using columns, lists and views. Related Articles: Agents, Teams and Roles Configuring Views  Statuses The ticket screen explained   There are a variety of ways in which it is possible to customise your own view of tickets. Changing View First, click into a ticket area (e.g. Incidents). […]

Navigating the Software

Explaining the ticket screen. Related Articles: Filter Profiles Views and column profiles The below image is your global ticket view, for any screen you have that contains tickets (be it opportunities, sales, ticket, projects or otherwise) it will look similar to this. There are many elements that can be hidden by agent, team or role. […]

Searching Entities

In this guide we will cover: – Global Searching – Entity Specific Searching – Searchable Parameters per Module – Filter and Sort Results – Self-Service Portal Searching – Advanced Searching Global Searching When looking for something in your instance the global search bar can be utilised to quickly find the specific entity or information you […]

Tile and Kanban HTML $ Variables

Here is a list of the $ variables you can use for the Tile HTML and Kanban HTML in the views modules of tickets and sales. (Configuration > Tickets > Views > Column Profiles or Configuration > Sales > Views > Column Profiles)             "flagged",           […]