Top Levels, Organisations, Sites and Users
19 guides
Account Managers
Agent and User Impersonation
Creating Agreements and Contracts
This guide provides instructions for creating customer agreements and recurring invoices in Halo. It covers the setup of agreements, invoice creation, editing views, and setting expiry reminders. The guide differentiates between agreement types (fixed or pre-pay) and emphasizes preset configurations for recurring invoices to ensure timely payments. It offers steps for adding products to invoices and using license counts for billing. Instructions on managing invoices and customizing screen layouts for agreements are included, with reminders set for contract expirations.
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
Generating Agreement References
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.
Linked Users
Organisation Contracts/Agreements
The article provides a comprehensive guide on the creation, management, and usage of Organisation Contracts/Agreements using HaloITSM. It explains how these contracts help define service groups, set service level agreements, and manage recurring tasks. The guide details steps to create contracts, assign users and assets, associate documents, and schedule tasks. It also covers how to customize contract views, renew contracts, and automate certain processes like ticket creation for contract renewals. Lastly, it describes sending and signing of contracts for approval.
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.
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
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 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
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.