Event Management

Parent and Child Tickets

Syncing Tickets Between Instances

Additional Agents

Missing or Deleted Tickets

Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)

Embedding A Form Onto Your Website

Creating Tickets

Sensitive Tickets

Major Incident Management

Ticket Sources

Start to Finish: Service Desk Basics

Ticket Templates

Merging Tickets

Using CRM Notes

Journeys

To-Do Lists

Creating a Report From an Action

Actions: System Uses

Actions

Link a User to an Action

Creating and Using Quick Actions

Azure Actions

Annotating Images in Actions

Using Dollar Variables in Actions

Advanced SLA Settings

Service/Application Availability Management

Operational-Level Agreements (OLAs) on Workflows

Service Level Agreements (SLAs)

SLA Overrides

SLA and OLA Notifications

SLA Workdays

SLA Escalation Rules and Automations

Statuses

Anonymous Ticket Logging

Ticket Groups

Ticket Types (Field Lists)

Ticket Tabs

Sensitive Tickets

Tickets in the Self-Service Portal

Altering Ticket Types

Followers and Following Tickets

Operational-Level Agreements (OLAs) on Workflows

Workflows

Workflow Automated Quick Actions

Workflow Runbook Automations

Updating Workflow Step Based on the Stage that is Clicked

Workflow Step Rules

The Opportunity Workflow

Workflow To-Do Automation

Starting a Workflow from an Action

Modifying and Adding Workflows

Approval Process Approvers

Approval Processes Overview

Approval Delegation

Performing Ticket Approvals via API

Approval Process for a Users Department Manager

Recurring Invoice Approvals

Change Advise Boards (CABs)

Ticket/Client Areas

Ticket Area Breakdown

Ticket Rules

Using Category Group as Ticket Rule Criteria

Lookups

Dynamic SQL Lookup Fields - Customer Specific Lookup

$-Variables (Dollar Sign Variables)

Ticket Categories

Dynamic Custom Fields

Database Lookup Example - Attaching the User's Role to a Ticket.

Ticket Types (Field Lists)

Restricting Field Access & Visibility

Dynamic Field/Value Visibility

Site Address Lookup Custom Field

Ticket Category Defaults and Overrides

Tile and Kanban HTML $ Variables

Agent and User Impersonation

Ticket Dashboards

Searching Entities

Filter Profiles

Navigating the Software

Internal Conversations

Using "Drag and Drop"

Ticket Views

Column Profiles

Connected Instances

Working on Tickets

Viewing Tickets in the Portal

Redact Sensitive Audit Logs on a Ticket

Redacting Card and Social Security Numbers (SSN)

Customising how your Tickets Look

Customising Ticket Views in Halo

How To Bulk Update Tickets, Drag and Drop Tickets Into Different Queues, An Explanation of Ticket Symbols

Drag and Drop Tickets Onto a Calendar to Create Appointments

Grouping Tickets by Ticket Type in a Column Profile

Canned Text

Scheduled Tickets

Making Use Of Canned Text and $ Variables

Automated Tickets

Automated Tickets - Next Call Date

Canned Text vs Email Templates: What's The Difference?

Merging Tickets

Problem/Resolution Finder

Forwarding an Action

Email to SMS

Ticket Suggestions- without the use of AI

Followers and Following Tickets

Surveys

Closure Procedures (End-User Closure Confirmation)

One-Click Feedback

8x8 Integration

Email to SMS

Call Scripts

Security Questions

Call Management

Mobile App

Time Tracking

Holiday Management

Shifts

Timesheet Approvals

How to Configure Timesheets

Tracking Travel Time and Time On-Site

Date Format

Service Status Monitoring

Change Management

Problem and Change Management Using Fully Configured Workflows

Risk Scoring

Problem Management

Problem/Resolution Finder

Software Releases

Maintenance Windows

Contents of Incident Management guides