Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
The best place to start before completing any imports, is with a template spreadsheet to gauge the information needed dependent on what you're importing.
You can download our example import spreadsheets from https://haloservicedesk.com/importspreadsheets
Each spreadsheet will have its own instructions for importing within, on a separate tab, for example:
Generally, always leave the headings in blue as they are. If you don't have this information, just leave the column blank rather than removing.
You can also add custom fields by field name at the end of the spreadsheet and these will be imported too - it's important that the custom field has been created in Halo beforehand.
An example entry from a ticket import spreadsheet is shown below, where you can see some of the default columns filled in appropriately:
To get started with a ticket import for example, first navigate to Configuration > Tickets > General Settings and scroll to the bottom of the page - you'll see the following:
To import from an existing spreadsheet, click 'Import Tickets' and it will bring up Windows Explorer. Select the ticket spreadsheet that you have configured:
Once selected, this will show the rows that will be imported into Halo from the spreadsheet, as below:
You have the option to select/deselect which tickets you'd like to import. Once happy, you can click 'Start' in the top-right corner.
The 'Result' column will then update with whether the import of each item has been successful or has failed. If you encounter any failures and are unsure why, hit F12 on your keyboard to see the message in the 'Console' tab of your browser, if you have further troubles, please contact Halo support.
This process is similar for each type of import - please see below for where to navigate to so that you can complete different imports:
Actions: Configuration > Tickets > General Settings > *scroll to the bottom* > Import Actions
Assets: Configuration > Asset Management > General Settings > Import Assets
Asset Types: Configuration > Asset Management > General Settings > Import Asset Types
Clients and Sites: Configuration > Users > General Settings > *scroll to the bottom* > Import Clients & Sites
Client Contracts: Configuration > Contracts > *scroll to the bottom* > Import Client Contracts
Items: Configuration > Items and Stock Control > Import Items
Knowledge Base Articles: Configuration > Knowledge Base > *scroll down to the bottom* > Import Articles
Supplier Contracts: Configuration > Contracts > *scroll to the bottom* > Import Supplier Contracts
Suppliers: Configuration > Suppliers > Import Suppliers
Tickets: Configuration > Tickets > General Settings > *scroll to the bottom* > Import Tickets
Users: Configuration > Users > General Settings > *scroll to the bottom* > Import Users
All imports other than Tickets, Actions, Client & Supplier Contracts and Knowledge Base Articles can also be used to update existing information - you just need to set a Unique Identifier in the Import set-up to ensure the existing records are matched. Please see the example below for a Clients Import:
The unique identifier here is Name, so if the name matches correctly between the spreadsheet and Halo, then that record will be updated, rather than a new record created.
- 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
- Syncing Exchange Calendars