Halo Agent Documentation

This article covers the basics for navigating the Halo Agent application. Before You Start   You will need the following before you can complete this task:  An active Halo agent account After logging into Halo as an agent,...

This article explains the various parts of a Halo ticket.It is important to note that there are many types of tickets in Halo, and they all don't look exactly a like. They will all, however, share the same basic structure. Before You Start   ...

As an agent in Halo, you'll spend most of your time interacting with tickets in Halo. Halo offers robust access control, which is a fancy way of saying some tickets will not be visible to you. The Halo interface, and the basics covered here, ap...

Generally, people will create tickets on their own using whatever method of ticket intake your group has on offer (i.e. the user portal ). As an agent, there are times when you'll want to create a ticket on behalf of someone else (perhaps they ...

There are times when you'll need to reach out to a requester for more details and you can do this without leaving Halo! You can even cc or bcc people on the email. Before You Start   You will need the following before you can compl...

Halo supports a large number of ticket statuses. These status serve as an indication of the current state of a ticket, and can act as triggers for workflows. This article lists the ticket statuses for Financial Operations tickets in Halo and giv...

Canned text in Halo allows you to quickly include saved text in a reply to a ticket (ZenDesk users: these are like macros in ZenDesk). Examples of canned text include: A solution to a common problem. Frequently used instructions....