End-User Interaction

Agent and User Impersonation

Allow Users to Update their own Details from the Portal

Followers and Following Tickets

The article explains the process of following tickets in a support system. It describes how both agents and end users can add themselves or others as followers to stay updated on ticket progress. Agents can follow a ticket by pressing the Eye icon, while end users can do so through the self-service portal. The article provides detailed instructions on configuring settings to control who can be added as followers and highlights the benefits, such as ensuring that less experienced staff learn from ticket resolutions. It also notes visibility options and search functionalities for larger organizations.

How to Restrict Users Access to Reports

This article explains how to control user access to reports within a portal. It details steps to make reports available in the portal, restrict access to specific reports, and make reports publicly accessible. Access can be limited by configuring visibility restrictions on portal buttons or setting user access permissions at different organizational levels. The article also describes how to publish reports via dashboards for public viewing and how to share raw report data while managing anonymous access settings to prevent unauthorized report sharing.

Knowledge Base Articles in the User Portal

This article provides a comprehensive guide to managing a Knowledge Base in the User Self-Service Portal. It covers enabling the Knowledge Base, tracking user interactions with articles, and setting various restrictions for articles and FAQ lists. Restrictions can include login requirements, geo-location constraints, and organizational access. The guide also details how to customize the visibility of Knowledge Base details for users, ensuring control over what information is shared. This configuration helps administrators deliver tailored experiences and monitor user engagement effectively.

Link a User to an Action

This article provides a guide on linking users to actions within the Halo system by using dollar variables. It covers how to use variables in links, enabling actions for users, and setting default attachment options. Users can receive an email with a link to an action like signing an agreement. A specific variable can force users to log in before accessing the action link, ensuring only logged-in users can complete the action, which will appear on their profile even if they don't have direct ticket access.

Navigating the Self-Service Portal (For End Users)

This guide provides an overview of navigating a self-service portal for end users, detailing various functionalities such as customizing user preferences, logging and viewing tickets, requesting services, and viewing quotations, contracts, invoices, assets, dashboards, and the knowledge base. It explains key features like the navigation bar, user profile settings, menu buttons for different sections, and the process of viewing and managing available resources. The guide is designed to assist users in effectively using the portal's out-of-the-box features but notes that configurations can vary.

Raising a Service Request

The article provides a comprehensive guide on setting up a system for end-users to raise service requests through a self-service portal. It details the process of configuring ticket types, ensuring relevant fields like 'Priority' are appropriately managed, and creating a menu button for logging requests. The aim is to streamline the service request process by allowing end-users to input necessary information without exposing unnecessary fields, which helps reduce back-and-forth communication. The guide also covers technical steps for configuring the portal and managing menu button positions for better user accessibility.

Tickets in the Self-Service Portal