Agents & Roles

Agent and User Impersonation

Agent Work Hours

Agents

This article is a comprehensive guide on managing agents in HaloPSA. It explains how to create agents manually, through CSV import, via email invitation, or using Active Directory. It details configuring agent profiles, including personal details, preferences, departments, and permissions. The guide emphasizes the importance of permissions and explains how to manage them, covering areas such as feature access, ticket permissions, and other entity access. It also outlines the process for bulk updating agents, allowing admins to efficiently manage multiple agents at once.

Co-Managed IT

The article outlines a Co-Managed IT model where a business’s internal IT team collaborates with an MSP for IT management using the HaloPSA system. It explains how to set up co-managed agents with restricted access to the system, ensuring they can only view data related to specific customers while maintaining privacy for other clients. The guide includes detailed instructions on configuring agent roles, assigning tickets, restricting module access, and managing ticket visibility. Co-managed agents can interact with agents assigned similar roles, facilitating a focused collaboration on shared customer needs while preserving data integrity across the system.

Concurrent Licensing and Agent App Session Improvements

The article introduces new features and improvements for managing concurrent licensing and agent app sessions. Key aspects include a force logout function to remotely log agents off, an idle timeout setting to automatically log out inactive agents, and enhanced license usage information. Teams and departments can now have specific limits on concurrent license usage, and these configurations can be set in team and department screens. The system also logs failed login attempts and concurrent agent online counts, allowing better monitoring and optimization of license allocation and usage.

Departments and Teams

The article provides a step-by-step guide for creating departments and teams in Halo software. It begins by accessing the Organisation settings, followed by selecting the 'Departments' tab to create a new department, such as 'IT' for agents. Teams, like 'Second Line Support', are added within departments, with configuration options for ticket access and workflow. It highlights aspects like load balancing for ticket distribution and using message groups for email templates. Finally, it suggests checking the organisational chart to ensure proper structure before adding agents.

Shifts

The guide on 'Shifts' covers managing flexible working hours for agents through the Halo system. It includes instructions on creating and configuring shifts, setting up team shifts, and using import functionalities, such as from Microsoft Teams. The guide also details the shift visibility and functionality, including ticket assignment during active shifts and scheduling appointments. Additionally, there's information on shift clocking in/out, ad-hoc shifts, and managing shift-related status changes for agents.