Organisation, Departments & Teams

Departments

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.

Organisations

Organising Teams of Agents

Restricting Information Access for Agents

This article provides guidelines for implementing advanced agent restrictions in a system by using departments, teams, and roles. It explains how to structure departments and teams for segregating sensitive information. The guide also covers restricting administrator access and reporting capabilities, providing configurations to prevent administrators from overriding set permissions. Additionally, it details how to audit configuration and reporting changes and offers a method to create permissions without granting administrative privileges. The objective is to maintain control over access to sensitive tickets and data through these configurations.

Start to Finish: Organisation Structure

Teams

The article provides a guide on configuring Teams in a system, detailing steps for adding core details like name and email, assigning agents, and setting roles such as Team Leader. It addresses account activation and deactivation, viewing permissions, and auto-assignment exclusion. A section outlines how to display departmental information in team dropdowns, enhancing organization visibility. This setup facilitates better management and operational efficiency within larger organizations.