HaloCRM

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Guides > Navigating the Software

Navigating the Software

The below image is your global ticket view, for any screen you have that contains tickets (be it opportunities, sales, ticket, projects or otherwise) it will look similar to this.


There are many elements that can be hidden by agent, team or role. This gives you the power to concentrate on your own work and not get distracted looking at others, or, gives you the power to have a view of everyone's to see the bigger picture. 

 


The Top Ribbon


The below image is the top ribbon of the ticket view, it is present in all areas and views. This is your key to navigating successfully.

1. Search Function – For Accessing information on Tickets, Articles, Assets, Clients, Sites, Users and Agents. For more information about Search, please visit this guide:

2. Notifications – For staying up to date with any event that needs your attention, this can be found here.

3. Task List – For creating day-to-day lists to stay on top of workload.

4. Agent KPI Dashboard – Shows a Dashboard for a specified agent.

5. Activity Feed - Gives a direct live feed of actions being carried out in the system.

6. Time Sheet – Showing you and your teams day breakdown of activity, you can track time management and efficiency here.

7. Help – For access to Halo Guides, Submitting Tickets to Halo Support, viewing our Privacy Policy, Viewing Release Details or viewing information around your system and license; this is done here.

8. My Account – To view your Account, set your status, reset your Password, enabling 2 Factor Authentication or Logging out. You can do this here


The Left Hand Pane


  1. Inputting a ticket number here will bring up the ticket, otherwise this will search tickets in the current list and searches users.
  2. This is the current filter and view profile, this selects which tickets will display in the main window.
  3. A number here displays the number of tickets the agents has assigned to them in the current filter profile.
  4. Listed here are all of the teams in that section you are available to view.


The Inner Ticket Window

  1. These check-boxes allow you to change the attributes of  multiple tickets at once. When selected an edit button will appear at the position of Number 1.
  2. Displayed is your current filter profile and clicking this will allow you to select another view.
  3. These are the tickets that currently apply to the filter view and team/agent you have selected.
  4. Here is the page selection, new ticket button and the additional options button, including which columns of information display.


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