Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
Creating Agents and Editing Agent Details
To create a new agent manually, head to Configuration > Teams and Agents > Agents and press "New".
Alternatively you can allow agents to create their own accounts using the Invite button and filling in the popup. When creating your trial you can invite up to 4 Agents in addition to yourself and, if they have followed the registration link, they will be listed here.
Here on the New Agent screen you will need to set a Username, Password and Email Address; by default Halo will fill in the Username and Initials when we input their name. The agent can change the password later. Input the Agent's name, here Halo Guides, into the Username field and Halo[Product] will fill in the Initials as you see and the First and Last names also.
Give this agent a Temporary password and decide whether they require two-factor authentication or not. We will need to give this Agent a role; by default you will have Standard User and Administrator. The selected Role will set the permissions for the Agent, which will be detailed in another guide, 'Agent Permissions Guide'.
An administrator, by its nature will have a wider range of permissions than a Standard User so simply select whichever is most relevant and now scroll down past phone number.
These are the final few settings for your new agent. Select their default team (this is the team that will load first when they enter the Incidents section of Halo) this should be their primary working area. Halo Guides works in Infrastructure as a Database Administrator, their working hours are set as the default. You will be shown how to change these in a separate guide titled 'Working Hours' and the Charge Rate will be explained in the guide 'Billing', leave this as the *No Default* selection for now.
Press save in the top left of this inner window and you're finished. You have created a new agent.
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- Organising Teams of Agents
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