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Guides > Calendars and Appointments

Calendars and Appointments

In this guide we will cover:

- Using the Calendar

- Viewing Entries in the calendar

- Creating Appointments

- Appointment creation Screen



The calendar module in Halo can be used to view, track and manage agent appointments, holidays, tasks, change requests, projects and scheduled tickets. Agents will each have their own calendar, but can also be given access to other agents' calendars for visibility/management purposes. 



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Using the Calendar

Fig 1. Calendars and Appointments module 


You can access the calendar through the navigation pane. The buttons at the top of the page give you control over your view of the calendar. You can view specified intervals, or you can click on the timeline view, which is a horizontal display of events per hour over a chosen day.

Fig 2. Calendar timeline 


Hovering over an entry in the calendar will show information about it. Clicking the appointment will show more information still, such as the ticket that is associated with the entry, and will allow you to make amendments to the appointment. 


Viewing Entries in the calendar

The calendar module provides you with various ways in which to view appointments. 


The buttons at the top of the page here will control the time period to view calendar entries for, whether to see appointments for the coming day, week or month. Agenda will show a list view of all upcoming entries. Timeline will display upcoming entries using a horizonal timeline, with a marker denoting the current time. Selecting the time period prior to selecting the timeline button will determine for what time period the timeline will show entries for. 

Fig 3. Timeline view of appointments


You can also filter what calendar entries show using the left hand pane on the calendar screen. Entries can be filtered by:

  • Entry types
  • Appointment type
  • Assigned agent
  • Assigned customer/top level of this customer

You can filter what type of entries show in the calendar, that is whether appointments, holidays, tasks, change requests, projects and scheduled tickets show. To control this, hover over the cog icon in the calendar filter pane and select the entities you would like to see in the calendar. 

Fig 4. Filter entry types in the calendar


Only the entries for the entities ticked in this list will show in the calendar. 


Show only recurring master appointments - When selected, no other entry types will show in the calendar, only recurring master appointments. Recurring master appointments are used when creating recurring appointments.


When viewing appointments in the calendar, you can filter what appointment types show using the 'appointment types' section in the calendar filter pane. 

Fig 5. Appointment type filter


Simply select the appointment types that you would like to be visible, or use the checkbox to select all appointment types. 


To filter entries based on the assigned agent, use the 'Agent Calendars' filter in the calendar filter pane. 

Fig 6. Filter by assigned agent


This will control which agent's calendar you will see. You will only be able to select the agents whose calendar you can access (determined by agent permissions). Simply select the agents you would like to see the calendar of, using the team dropdown to navigate through agents. 


From v2.228.1+, you can filter your calendars by Agents with specific qualifications. To enable this, head to Configuration > Calendars and Appointments > General Settings, and select "Show the Qualification filter within the calendar". When this is enabled an additional dropdown will show allowing you to select a qualification to filter by.  


Fig 7. Filter by qualifications 


By default, when opening the calendar you will see the calendars of all the agents you have access to. You can change this behaviour so that the calendar will show the logged in agent's calendar by default. To do this head to configuration > calendars and appointments > general settings > general settings > enable 'Always default calendar selection to the logged in Agent'. 

Fig 8. Default calendar selection to the logged in Agent


To filter by the customer or top level that is assigned to the calendar entry (this will be the customer of the ticket associated with the entry) use the 'filters' section of the calendar filer pane. 

Fig 9. Filter calendar entries based on customer/top level


From v.2.236+, when in day or week view, you can display an Agents actual hours, target hours and availability percentage on top of the calendar. To enable this head to Configuration > Calendars and Appointments > General Settings, and select the "Display the Agents availability overview on the calendar" checkbox. 


Fig 10. Display the Agents availability overview on the calendar 


Once enabled each Agent will have an overview header against their calendar. Availability is calculated off of appointments and the agents timesheet and mirrors what is displayed on the planning view of the timesheet screen.  


Fig 11. Availability overview 


Creating Appointments/Tasks 

Appointments and tasks can be created from either the calendar module, within a ticket, or from an integration. 


To create an appointment/task in the calendar module you can click and drag on the calendar page on the day/time you would like to log an appointment for. Then choose whether the entry is for an appointment or a task. (If you are using Shifts and Holidays these will also be event type options).


Fig 12. Making an appointment  


You can remove agents' ability to log 'Task' entries in the calendar. This is enabled under Configuration > Calendars and Appointments > General Settings > "Hide Task from Event Types".


Appointments can be imported from third party applications that we integrate with, such as Exchange Calendars. When integrated, each time an appointment is created in the third party application this will sync across to Halo. 


If creating from an appointment in the calendar screen, you can have appointments not linked to a ticket. You can default the time taken field on these appointments to take the duration of the appointment in Configuration > Calendars and Appointments > Appointment Settings, by enabling the below setting.


Fig 11. Enabling default time taken.


You can '@' mention agents within the notes of an appointment. This is useful for agents to mention a team to ask for cover, or inform them of any changes. Upon the notification sending out, clicking on it will open the appointment details where the note can be viewed.


Fig 13. Mention on an appointment  


Once saved, you can edit a calendar appointment by clicking into the entry. To enable the linked Ticket ID to be changed on an appointment you will need to select the "Allow changing the Ticket ID that an appointment is related to if already set" checkbox in 

Configuration > Calendars & Appointments > General Settings. From v2.230.1+ this setting has been replaced by the "Allow the linked Ticket property to be edited on an Appointment" drop-down. Here you can allow the Ticket ID to be changed "Never", "When an appointment already has a linked Ticket", or "Always".


For more information on creating appointments, including how to raise appointments from tickets please see our guide on Appointments.  

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