HaloCRM Guides

How To Set Up Notifications

Different types of notifications can be set up in Halo to inform the appropriate person about something on Halo. In this guide, we'll talk about the different types of notifications, and how to set them up on your instance.

First navigate to the notifications module. For HaloCRM customers, head to the 'Administration Console' > 'Processes' > 'Notifications'.

Here, you'll be presented with new options:

The 'general settings' has a selection of self-explanatory checkboxes that includes having the @ mention functionality and whether notifications can be triggered for multiple events at once if a ticket fits the criteria.

The 'notifications' tab is where we can set-up the notifications you'd like. By default, there are some of the out-of-the-box notifications which can be seen below.

Let's create a new notification as an example. It will be a notification for a new ticket being assigned to you.

First, press 'New' in the top left-hand side.

First, you will need to give the notification a description to make it easily identifiable should you ever need to modify it.

Next, you need to select the notification type. I have chosen an 'Agent Notification' as this specifies it will only be sent to agents within Halo if they subscribe - but it is available to all.

Above is the complete list of notification types you can set up in Halo.

Next you can decide whether there are any restrictions on this notification. You can restrict this by team or department.

Now, you can set the delivery method for the notification. This includes: send an email, send a text and have a pop-up notification within the web-app.

I have chosen send an email. This means that if your agent is away from Halo, they will still receive an email to let them know there is a ticket in their queue to action.

Next, you need to select a trigger in order to send the notification. Meaning, if X happens, the notification will trigger and send out.

I have chosen to be notified when a new ticket is logged and assigned to the agent receiving the notification.

If you only want these notifications to be generated for specific ticket types, or specific customers, this can be set underneath.

My criteria choices mean that if a contact within the customer 'Halo Niamh' raises an order enquiry ticket and it is assigned to agent B, they will receive a notification about this.

After this, you can select a notification template to be sent out. By default, this is the 'technician update' - which generally covers all bases in notifications, however if you'd like more bespoke, specific templates, you can set this here.