Top Levels, Clients, Sites & Users

Account Managers

Creating Users

This guide provides comprehensive instructions on creating user accounts in the Halo platform. It explains who users are and covers various methods for manually creating users within different areas, such as the Client/Customer Area, New Ticket Screen, and New Call Screen. Additional options include user conversion from opportunities, portal registration, email matching, and imports via CSV/XLS or integrations. The guide also highlights essential configurations and permissions required for successful user creation. Overall, it aims to ensure agents can efficiently set up user profiles to access the Self-Service Portal.

Customer Areas

This article explains the concept of Customer Areas, which function like ticket areas to provide filtered lists of customers. It guides users on how to create, restrict access to, and hide Default Customer Areas. Users can create Customer Areas by going to Configuration, selecting 'Customers' in the 'Use' dropdown, and configuring filters and entity visibility. Customer Areas can be restricted to specific teams or roles, and the Default Customer Area can be hidden to streamline the agent view. Detailed instructions include navigation setup and permissions adjustments.

Customer Relationships

Customers and Importing/Migrating Data

Document Management for Customers, Sites and Users

This guide details the management of documents for customers, sites, and users, highlighting the setup and use of the document management module. It explains how to enable document management, upload and view documents within customer, site, and user profiles. The guide also covers permissions for viewing documents, organizing documents into folders, and managing document versions. Users can upload documents via the self-service portal, subject to permissions. Additional features allow for document organization and folder user visibility settings.

How To Onboard New Customers

Important Users/Customers

The article provides a comprehensive guide on managing important customers and users, focusing on marking them as VIPs, configuring VIP notifications, and utilizing ticket rules for higher priority handling. It covers steps to identify and prioritize users and customers within the system by marking them as important, configuring popups, and using customer relationship management. VIP users can be set as site contacts and are prioritized in ticket logging and communications. The guide includes setting user roles, criteria for ticket rules, and managing customer groups to provide effective support and engagement.

Managing Multiple End User Portals

This guide explains how to manage multiple end-user portals within the Halo platform. It covers setting up additional portals, customizing branding for each portal based on organization or customer requirements, and configuring CSS and language settings. The document also addresses portal access settings, including agent and user logins, and the use of $-variables for distributing portal URLs. Additionally, it discusses restricting portal button visibility, FAQ list access, and service availability based on the user's portal, utilizing multi-tenancy for organization-specific configurations.

Pop-Up Notes For Customers, Sites, & Users

You can add pop-up notes for customers or contacts in Halo, which appear to agents when related tickets are accessed. To set this up, go to the customer or contact settings, select pop-up notes, then edit and add notes. Notes can include time stamps and are visible vertically. From version 2.208+, HTML formatting is supported for custom styling.

Redacting Personal Information on Tickets - PII Data Flagging

Security Questions

Service Users

Site Contacts

The article provides guidance on managing site contacts, including creating and categorizing them by types, assigning access levels, logging tickets for others, and managing notifications. Site contacts are linked to customer sites and help in setting access levels and facilitating communication through notifications for events like ticket updates. The guide explains how to configure site contact types, set access permissions, and customize notifications to keep site contacts informed of relevant activity. It also covers creating custom email templates for notifications.

Sites

Ticket/Client Areas

This article provides a comprehensive guide on configuring and customizing Ticket Areas in the agent application. It explains the concept of Ticket Areas, how to configure them, and manage their navigation menu layout. The guide also details creating navigation profiles for various entities, overriding screen layouts for agents and customers, and setting up ticket tabs per customer level. Additionally, it covers options for pinning details tabs, adding translations, and branding Ticket Areas with images in the page header. It emphasizes using hosted images for customizable area headers.

Top Levels

The article offers a comprehensive guide on organizing clients using 'Top Levels' in Halo, which allows for additional customer organization such as grouping managed and ad-hoc clients. It details enabling and creating top levels, importing, filtering tickets, and setting notification criteria. It also explains configuring knowledge base access, calendar filtering, column profiles, and assigning tickets within top levels. Further, it describes setting top level as a default view, displaying it on tickets, and using it for service restrictions. The guide provides step-by-step instructions for each feature.

User Management

User Out of Office Detection

This article outlines how to implement user out-of-office (OOO) detection in the Halo system, available from version 2.206+. It explains setting up OOO dates for users, warning agents emailing OOO users, and managing SLA hold and auto-close reminders during the user's absence. The process starts by enabling the feature in the user settings, allowing agents to see warnings when attempting contact during OOO periods. Furthermore, it advises on how to prevent automatic ticket closure by recalibrating SLA reminders based on a user's OOO status.

User Roles

Users

The article outlines user management within the Halo system, focusing on user profiles, settings, and permissions. It explains how users are typically ticket requesters and describes how to configure user settings, including preferences and permissions such as portal access levels. It covers the creation of user roles for bulk assigning permissions and methods for importing users, either via integration or spreadsheets. The article also details customizing user profiles, including screen layouts and visibility of system fields for a personalized user interface.

Using CRM Notes

The article provides a guide on using CRM notes to manage customer relationships, allowing users to log details, track satisfaction, and organize follow-ups. Key functionalities include logging time for billing, scheduling follow-up appointments, and customizing fields within CRM notes. It explains how to create CRM notes from tickets, automate ticket generation using the 'Next Call Date' field, and leverage AI for generating summaries. The guide also covers setting notifications for updates, customizing CRM note fields, and tailoring automated workflows based on customer interactions.