In this guide we will cover:
– Enabling Mobile App Access
– Downloading the App
– Access and Action Tickets
– View Teams and their Agents/Tickets
– View and Scan Assets
– Receive Push Notifications
– View Customers and Access Instance
Related Guides:
Enabling Mobile App Access
Access to the mobile app login is set in Configuration > Advanced Settings, where "Allow Halo Mobile app access" should be enabled. This allows your agents to log into the app.
Fig 1. Enabling mobile app access.
Downloading the App
The app can be found by searching your product name on your app store (i.e. "Halo PSA"). It can be downloaded on both Apple and Android.
Fig 2. Halo mobile app in the App Store.
After downloading and opening the app, enter your Halo instance URL, and then press "Get Started". This will then prompt you to the login screen where you can enter your agent login credentials.
Fig 3. Entering Halo URL into the app.
Access and Action Tickets
The first thing the app can do is be used to access and action your tickets. For a ticket to be viewable on the app, enable "Show on the mobile applications" on the ticket type in Configuration > Tickets> Ticket Types.
Fig 4. Show on the mobile applications checkbox on a ticket type.
The tickets will then appear like this on the app, in the main area called "My Tickets". Note: Area pages can be changed along the bottom of the screen.
Your tickets will appear in a list similar to how tile view appears on the web application. It shows the ticket number, followed by user, customer and summary of the ticket. To the right, the date logged and status of the ticket are shown.
Fig 5. My Tickets area.
If the "+" icon is pressed in the top right of that screen, it will open the new ticket logging area on your mobile's browser, allowing new tickets to be logged straight from the agent's phone.
Fig 6. New ticket logging link.
Next to that icon is a search icon as well. This allows you to search your Halo instance for tickets, articles, customers, services, etc, in the same way the function does on the web application.
Fig 7. Search function.
Selecting one of the tickets will open it on the Progress Feed tab, showing the ticket ID in the top left, and actions done on the ticket.
Fig 8. Progress Feed tab on a ticket.
The next tab along the top is "Details" and shows all the ticket details that are normally on the right hand side of the ticket on the web application. At the top is the "End-User details", showing the user and customer the ticket was raised by.
Underneath is "Service Level Agreement". If the ticket is following a SLA, details of the response and resolution targets is shown here.
Fig 9. Details tab on a ticket with End-User details and Service Level Agreement.
Scrolling further down then shows the "Ticket information", containing the date the ticket was created, ticket type, workflow, etc.
Fig 10. Details tab on a ticket with Ticket information.
The final tab is "Custom Fields", which will show any custom fields set on the ticket.
Fig 11. Custom Fields tab on a ticket.
Pressing the pencil icon in the top left allows you to complete actions set against the ticket's workflow.
Fig 12. Selecting an action to do on a ticket.
Selecting the action will bring up the action screen where fields can be filled in.
Fig 13. Completing an action on a ticket.
View Teams and their Agents/Tickets
In the "Teams" area, a list of available teams show with the number of open tickets per team at the end of each line.
Fig 14. Teams list in Teams area.
Opening a team will show a list of tickets assigned to them in the "Tickets" tab.
Fig 15. Ticket list per team.
A list of agents in that team can also be seen in the "Agents" tab. Selecting any of these agents will show the open tickets assigned to them, the number of which can also be seen on the line.
Fig 16. List of agents within a team.
View and Scan Assets
Opening the third area called "Assets" will initially show a list of asset types in the "Asset Types" tab at the top.
Fig 17. List of asset types.
In the top right, selecting the barcode item will open the camera to be able to scan asset barcodes (Note: The app will need camera permission to do so).
If a barcode that is scanned that is not associated with an asset, it will prompt to create an asset from it. Selecting "Create a new Asset" will open the asset creation page in your mobile browser.
Fig 18. Asset not found popup.
If scanning an asset that already has that barcode associated with it, the options to either bookmark or view the asset will show.
Fig 19. Asset found popup.
Selecting "View" will open the asset's information. This is the same page that will appear if manually clicking into an asset from the list. Here you can view details about the asset, and associated attachments and tickets.
Fig 20. Asset details tab.
The second tab in the Assets area is "All Assets". Here will show a full list of assets accessible by the agent. The mouse icon at the top right will show on this tab next to the barcode scanner. Selecting this will allow you to select multiple assets.
Fig 21. Multiple selection of assets.
Selecting the three dots in the top right after choosing the assets will allow you to either bookmark, move, or add these assets to tickets. Bookmarked assets will then appear in the "Bookmarked" tab.
Fig 22. Bookmark, Move, Add to Ticket options for assets.
Receive Push Notifications
The Halo app allows push notifications to be configured. In your web application, go to Configuration > Notifications > Notifications, and edit or create a notification you wish to have a push notification for. Enable "Send a mobile push notification (Halo iOS/Android App)".
Fig 23. Enabling push notifications.
When a notification with this enabled is triggered, the agent will receive a push notification on their phone, showing in both the notifications area and on the notification count next to the app.
Fig 24. Push notifications on the agent's phone when logged into the app.
Selecting the notification will open the app, where agents can see their notifications in the "Notifications" area (the fourth in the bottom row). A notification count will also show here, and will not disappear until the notification is read and clicked onto, similar to how the web app notifications function.
Fig 25. Notification in the Notifications area.
Selecting the notification will open the relevant area in Halo within the Notifications area. In this case, the ticket the agent was mentioned in.
Fig 26. Clicking into the ticket from the notification.
View Customers and Access Instance
The final area in the bottom row is the "Menu". Opening this will show the logged in agent at the top, followed by the customers area, a link to open the web application in your browser, a link to change password and security information, and the logout button. It will also list the versions you are using.
Fig 27. Menu area.
Selecting the "Customers" button will open an alphabetical lists of your customers, with a circle on the right of the line showing the number of open tickets against them.
Fig 28. Customers list.
