Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
This section details the configuration that must be carried out on your Facebook page to make the integration work.
In order to connect pages to Halo, you must first have pages that you are an administrator of. When authenticating with Facebook during the Halo configuration, a list of all of the pages you are an administrator of will be displayed (shown later). If a page you belong to does not appear here, then you will need to elevate your permissions for the page, and then re-authenticate.
To enable the Facebook integration, go to Configuration > Integrations. Here you will see an option for the Facebook integration.
Make sure the module is enabled by highlighting the integration button and clicking the plus symbol in the top right corner. Once enabled, click the button to start setting up connections to Facebook pages.
Connecting to Pages
When opening the Facebook configuration screen, you will see a list of your currently connected pages. To add a new connection, click the new button in the top right corner of the page. This will bring up a new page with a connect button. Hit this button to begin the Facebook authentication process.
You will initially be directed to the Facebook login page. After a successful login, you will be redirected back to the Halo configuration screen. Now, instead of a connect button, you will see the username who you logged in as, and the list of pages they have access too.
Choose which page you’d like to connect with, and click save to save the connection. Please note that this connection is now private to your agent account. There is an alternate area for non-administrators to connect to pages which does not require access to the main configuration module, which is shown later in this guide.
In the left-hand toolbar, now that the Facebook integration has been enabled, you should see a Facebook icon. Click this to open up the Facebook module. The module is laid out in an identical way to tickets. The first thing you will see is your list of connected pages in a tree on the left-hand side.
Underneath any of your currently connected pages, you have an option to add a new page – this should be used by non-administrators to connect to their Facebook pages.
You may notice in the screenshot that some of the pages have an exclamation mark next to them. This means that the token for this page has expired. In order to refresh this token and start retrieving posts for the page again, you need to right click the page and select view page. This will then display an option to refresh the token:
To view posts for a particular page, select it in the tree view and all posts to the page will be displayed in paginated format as shown above. You can add to this list of posts by generating a new post from within Halo. To do this, click the new option in the top-right corner, and a box will appear for you to create your new post.
To view more detail of a post, including its comments, select the post from the list to open it. The post screen is again identical to the layout of the ticket screen – you have your available actions across the top, and any previous comments are below. The two actions you have available are “Reply to Post” and “Create Ticket”.
Reply to post will create a new comment on the post, allowing you to reply to the post from the page account. If the post requires further work or needs alternate action, you can create a ticket from the post. The new ticket will be linked to the Facebook post, and the ticket will be accessible when viewing the post in future via the right-hand pane (under post details).