Organisations/Customers
14 guides
Account Managers
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
Customer, Site and User Records
This guide covers the management and customization of customer, site, and user records in Halo's system. It explains how to access and navigate the Customers area, create new customer records, and customize tab layouts. The guide details tabs such as Details, Overview, CRM Notes, and Billing, offering insights into managing tickets, sales, appointments, assets, and more. It outlines permissions, preferences, notification settings, and provides instructions on creating custom lists to view customer data effectively. Additional features like splitting customer areas, using screen layout profiles, and configuring API access are also discussed.
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.
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.
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.
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.