Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
A quick guide to Halo terminology, to help understand what we offer in our product. After each Halo term, we offer others you may be more familiar with, and/or explanations, which this area would be used for.
Tickets - Requests, jobs, calls, work orders, records, dockets, Unique Reference Numbers (URNs).
Agents - Technicians, Engineers, Analysts, Staff, People using Halo to manage work to support end-users, or customers.
Customers - Companies, Clients, Organisations, Establishment, Large group of Consumers, Purchaser, Area of your business (Internal).
Sites - Locations, Buildings, Homes, Stations, Locales, Posts, or wherever X marks the spot.
End-users - The people you support or speak with regularly. The account or profile that allows you to build a history.
Suppliers - Vendors, Third Parties, Contractors, or people not in your organisation, who you need to help assist your customers.
CRM - Means Customer Relationship Management, so this area helps to manage the relationship with your existing customers, their contracts with you, their invoicing, and overview of all work in the database for that customer.
Projects - A collection of tickets, assigned to one, or multiple Agents, where different work is happening at the same time, maybe with time and monetary budgets.
Opportunities - Sales leads, Prospects, Revenue Paths from existing and new contacts, sales funnel, quote and sell to, forecasting upcoming earnings.
Services - Technical or equipment support provided to your customers, with a catalogue allowing them to choose what service they want from you. Maintenance of an asset, or group of assets.
Assets - Physical hardware, software, or equipment which is considered to be a monetary belongings, capital or estate valuables.
Quotation / Quote - Document sent to your revenue opportunity contact, details physical and/or service based item costs, allowing them to review your offerings, and make an informed decision.
Request for Quote - Document sent to your Supplier, to ask for costings and details of physical and/or service based items.
Sales Order (SO) - Document sent to your revenue opportunity contact, details physical and/or service based item charges, to confirm placement of an order.
Purchase Order (PO) - Document sent to your Supplier, to order physical and/or service based items that you do not have in stock, or do not provide yourselves.
Invoice - Document sent to your revenue opportunity contact, as a request for payment, for items issued, services purchased, recurring monthly charges, contracts and/or more.
Should you need any assistance with this, or any other feature in Halo, simply contact us. We want you to get the most from the product, and our teams are always happy to help.