Navigating The Reporting Suite

This guide walks you through the reporting suite and how to use it. The reporting suite is vital to keeping track of your KPI's and progress in Halo. Reporting Suite Basics To check out the reporting suite, head to the reporting module on the left-side hand of your screen: Out of the box, Halo has […]

Customising your Ticket View

How to change the way that tickets are displayed in your Halo using columns, lists and views. There a multiple ways to customise the way you view tickets in Halo.   Changing your View First, click into your ticket area. In the pane on the left hand side, select the heading that is under the […]

Agent Availability

Agent statuses show an agent's availability at any given moment. They are used to determine whether agents should be included or excluded from 'load balancing' and 'round robin' auto-assignments. They also trigger warnings to other agents – e.g. If someone tried to re-assign a ticket to an agent with their status set to 'Out of […]

Agent Ticket Views

By setting up agent views, you can give agents the ability to filter what they see while on Halo. Whether they only want to focus on their own tickets, or they need to help a colleague with theirs – agent views make it easy to organise agent workload. Halo agents can change their ticket views […]

Time Management Functionality In HaloCRM

What is the time management module on HaloCRM and how to use it.  The time management module on HaloCRM allows your agents to track their hours of work and keep them accountable to their responsibilities. It is commonly used to track actions done by agents, how much time they spent on each action and the […]

Ticket Areas

Using ticket areas can organise tickets into modules and can be have restrictions applied to them. By default, if 'Areas' is enabled, tickets are separated into three areas: tickets, projects and opportunities. If you are not using projects or opportunities, these areas are unnecessary. To delete them, head to the 'Administration Console' > 'Workspace' > […]

Using Your Halo Calendar

This guide will take you through the calendar and appointments module in Halo. Every Halo instance is equipped with calendar and appointment functionality by default. However, it is possible to integrate your Exchange/Outlook calendar, or Google calendars with the Halo calendars if you'd prefer. This guide only talks about the Halo calendar. To find out […]

Languages in Halo

In this guide we will cover: – Changing Language per Agent – Setting a Default Language – Customise Language – Add Translations Shortcut Admin Guides: Language Changing Language per Agent You can change your own language under your agent profile. Go to the top right corner and click your profile picture > My Account > […]

Report Builder

In this guide we will cover: – Opening the Query Builder – Adding Fields – Adding Conditions – Generating the Report – Adding Filters – Saving the Report – Using the Report – Customising Fields (Sorting, Grouping, Count, Compare to previous period) – Using the Query Builder to create SQL – Query Builder Updates (v2.180.3) […]

Halo In-App Dashboard

In this guide we will cover: – Creating an In-App Dashboard – Widget Types – Adding Widgets – Customising Widgets with Custom CSS – Setting a Dashboard on the Home Screen – Money Widgets – Configure Charts within Dashboards Admin Guides: Dashboards Related Guides: Charts and Graphs in Reports  Reports and Scheduling Dashboards in Halo […]