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Guides > Departments, Teams and Roles

Departments, Teams and Roles

Topics Covered In This Lesson

  1. Setting up a team for IT (Not used for Projects or Opportunities)
  2. Distributing Tickets in Halo

Associated Admin Guides

To access Departments & Teams in Halo, the best place to start is your Organisation settings. For this, navigate to Configuration > Organisation and click 'Configure My Organisation'.


From here, select the 'Departments' tab and you'll see the following screen. There have been some created already in the below example, but we'll work through adding a new one.

Fig 1. Departments


We're going to add in a new IT department. To start, click 'Edit' in the top-left corner and the  icon. You'll then be prompted with the following screen:

Fig 2. Creating a New Department


At this stage we'll just put in our department name, which is simply going to be 'IT'. This department will contain our IT agents further down the line, so we'll make it an agent department. For now, we'll keep the mailbox override and message group the same - you can come back to this later.


Once saved, the department will be created and we can now think about adding our Teams. click into the 'Teams' tab and you'll see the screen below. Again, I already have a 'First Line Support' team, but I'd like to add another so we'll go through adding it.

Fig 3. Configuring Teams from a Department

We're going to add a Second Line Support team. To start, click 'Edit' in the top-left corner and the  icon. You'll then be prompted with the following screen:

Fig 4. New Team Creation Screen


I've added in the new team name and as we can see, the department has defaulted to the newly created IT one. In this example we only intend on this team having access to tickets, so have deselected the 'Projects' and 'Opportunities' sections and chosen the team to be active.


Under 'Settings', the sequence value determines the order teams appear in your ticket list and can be amended later. We'll leave the rest as default for now. Press 'Save' and your Team will be added. Now would be a good time to go back to Configuration > Organisation and check your 'Organisational Chart', to see your Halo instance taking some structure!


Load balance is a way of automatically assigning tickets to agents based on their current workload, it will evenly distribute the tickets, for other ticket distribution methods checkout this guide: Distributing Tickets in Halo. Message groups are a way of changing the email templates for outgoing mail, these can be configured in the emails settings Configuration > Email.


Fig 5. Organisational Chart


The next step is to get your Agents added into the system.

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