Agent Guides

Add an external agent to Halo and restrict their access

This article guides users on adding an external agent to the Halo system while restricting their access. The process involves setting up new departments and teams specifically for external agents, configuring their roles with limited permissions, assigning them to designated teams, and ensuring they only access their associated client's information. It provides a detailed step-by-step approach to ensure external agents can update tickets without broader system access, including setting up ticket type and client restrictions.

Asset Management General Settings

The article details the configuration options available in the Asset Management module of Halo, focusing on the general settings of asset management. It covers fields like asset labeling, uniqueness of asset tags, automatic asset number generation, and customization of asset status visibility. Additional settings include the use of barcode and QR code scanners, asset user visibility, and the linking of assets to agreements. The article also addresses permissions, asset merging, and various import functionalities to manage assets efficiently within the system.

Calendars and Appointments

This guide discusses the use of the Halo calendar module for managing appointments, holidays, tasks, change requests, projects, and scheduled tickets. Agents have their own calendar and can access others for management purposes. The guide covers viewing calendar entries by day, week, or month, filtering entries by type, agent, or customer, and creating appointments through multiple methods including within the calendar module, from tickets, or via third-party integrations like Exchange. It also details configuring calendar settings and using the appointment creation screen to log all necessary details.

Custom Table Examples

Internal Conversations

Navigating the Software

Pulling Report Data into a PDF template

Time Tracking

This guide focuses on time tracking within the Halo system, explaining how agents can log time on actions or via quick time entries. It covers configuring time logs, customizing timers, adding or deleting time entries, and viewing timesheets. The guide also explains how triggering rules based on time taken can automate task assignments. Additionally, it provides instructions on setting charge types for quick time entries and managing timesheet entries effectively through configuration options.