Sites

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.

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.

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.

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.

Site Fields

Sites

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.