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Halo Service Desk Guides

Documentation to assist with the setup and configuration of the Halo Service Desk platform

Getting Started


Setting Up Halo Service Desk (11)

  • Asset Import - CSV/XLS/Spreadsheet Method
  • Call Management in Halo
  • Creating Agents and Editing Agent Details
  • Departments, Teams and Roles
  • Importing Data
  • Multiple New Portals with different branding for one customer [Hosted]
  • Organisation Basics
  • Organising Teams of Agents
  • Step-by-Step Configuration Walk Through
  • Suppliers
  • Syncing Exchange Calendars

Basic Configuration (8)

  • Application Colour and Theme
  • Configuring Agent Views
  • Configuring PDF Templates
  • Custom Fields - Adding to Your Records
  • Customising your Ticket View
  • Self-Service Portal Customisation
  • The Service Catalogue
  • Using and Editing the Tile View

Email Configuration (10)

  • Adding a New Mailbox
  • Agent Forwarding and Email Updates
  • Azure Mail Setup
  • Canned Text
  • Email Rules
  • End-User Closure Confirmation
  • Forwarding an Action
  • Microsoft's Deprecation of Basic Authentication
  • Notification Types
  • Variables in Email Templates

ITIL Processes


Incident Management (9)

  • Altering Ticket Types
  • Creating a Form
  • Creating and Using Quick Actions
  • Incident Management
  • Modifying and Adding Workflows
  • Scheduled Tickets
  • Ticket Templates Explained
  • Viewing a Client's Tickets
  • Viewing a Site's Tickets

Problem Management (2)

  • Problem Management
  • Service Status Monitoring

Change Management (3)

  • Approval Processes
  • Change Management
  • Software Releases

Admin Guides


Agent Configuration (6)

  • Agent and User Impersonation
  • Agent Booking
  • Agent Permission Settings
  • Azure action
  • Configuring Agent Roles
  • Database Lookup Guide

Service Level Agreements (2)

  • SLAs and Priorities
  • Workdays and Working Hours

Knowledge Base (4)

  • Article Drafts
  • Problem/Resolution Finder
  • Transfer Configuration Between Development and Production Environments
  • Using your Knowledge Base

Asset Management (7)

  • Asset Import - CSV/XLS/Spreadsheet Method
  • Asset Management
  • Asset Resource Booking
  • Custom Buttons
  • Linking Assets
  • Software Licensing
  • Stock Control

Developers (4)

  • Allowing your Portal to be Externally Accessible
  • Connecting Through the API
  • Logging to a Database instead of the File Structure
  • Setting up NHServer as a Scheduled Task
  • SQL Schema

Project Management (1)

  • Project Management in Halo

Agent Guides


  • Add an external agent to Halo and restrict their access
  • Billing - Contract Multiplier
  • Calendar and Appointments
  • Configuring PDF Templates
  • Contracts
  • Custom Tables
  • Customer, Site and User Records
  • Email Hashtags
  • Emailing Users
  • Internal Conversations
  • Invoicing in Halo
  • Manually Creating a Ticket
  • Navigating the Software
  • Notifications
  • Parent and Child Tickets
  • Pre-Pay
  • Purchase Orders
  • Quotations
  • Sales Orders in Halo
  • Search All Actions on Search Bar
  • SMS Set Up
  • The Asset Catalogue
  • Time Management in Halo
  • Transfer Configuration Between Development and Production Environments
  • Using Dollar Variables in Actions

Additional Guides


Integrations (50)

  • 3CX Integration Methods
  • Active Directory Integration (LDAP)
  • ADFS Integration
  • AnyDesk Integration
  • Atera RMM Integration
  • Auvik Integration
  • Azure Active Directory Integration
  • Azure Automation Integration
  • Azure DevOps Integration
  • Azure Monitor Integration
  • Azure Sentinel Integration
  • Beyond Trust Integration
  • Calendar integration using the Microsoft Graph API
  • Call Pop-Up for Microsoft Teams
  • Centrify Integration
  • ConnectWise Automate Integration
  • Dataimporter (Data Importer) for custom tables via csv
  • Datto Commerce Integration
  • Datto RMM Integration
  • Domotz Integration
  • Dynamics 365 CRM Integration
  • Dynamics Business Central Integration
  • Embedding your Halo Self-Service Portal into Microsoft Teams
  • Etilize Integration
  • Facebook Integration
  • Google Calendar Integration
  • Google Mail Setup (Setting up Google Application)
  • Google Workspace Integration
  • GoToAssist Remote Integration
  • Halo Integrator
  • Hubspot Integration
  • Integrating with Sage
  • Intune Integration
  • IT Glue Integration
  • Jamf Integration
  • Jira Enhancements
  • Jira Integration
  • Kaseya VSA Integration Authentication
  • Lansweeper Integration
  • Liongard Integration
  • LogMeIn Rescue Integration
  • Logs from the Halo Integrator
  • Meraki Webhooks Integration
  • Microsoft CSP Integration
  • Microsoft CSP Issue after changes from DAP to GDAP
  • Microsoft Teams Integration
  • Microsoft TeamsBot
  • N-able N-central Integration
  • N-able N-Sight RMM Integration
  • N-Able Passportal Integration

Reporting (9)

  • A Quick Guide to Scheduling Reports
  • Adding a page break (page-break) in the HTML for PDF documents (IronPDF)
  • Charts and Graphs in Reports
  • Getting the Most From Your Dashboard
  • Halo In-App Dashboard
  • Keeping Track of Feedback
  • Report Builder
  • Reports and Scheduling
  • The Report Screen Explained

Language (1)

  • Languages in Halo

FAQs


  • Action Button Configuration
  • Annotating Images in Actions
  • Automated Tickets
  • Changing your Halo URL
  • Creating Tickets Via Email
  • Followers and Following Tickets
  • Halo Migration Spec - On-premise to Hosted
  • Importing Additional Fields via CSV
  • IP Addresses for Whitelisting
  • Linking a Ticket to a Parent Ticket
  • Linking Child Tickets to a Parent Ticket
  • Merging Tickets
  • Missing or Deleted Tickets
  • My Account
  • Search Tools in Halo
  • Statuses
  • Surcharges in Halo
  • Terminology
  • The Activity Feed
  • Ticket Areas
  • Understanding Halo Web-App Software Releases
  • Upgrading Halo
  • Upgrading NHServer for On Premise installations
  • Upgrading to Version 2
  • Upgrading to Version 2.88
  • Using "Drag and Drop"
  • Using Postman
  • Webhook Integration
  • Wrong Date Format in Halo

Security


  • Multi Factor Authentication
  • Rolling back versions v2.45 and above to versions below v2.45

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  • Incident Management
  • Problem Management
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