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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Switching to the New UI</strong></p><p><strong>- Tickets General Configuration</strong></p><p><strong>- Ticket Type Configuration</strong></p><p><strong>- Action Configuration</strong></p><p><strong>- SLA Configuration</strong></p><p><strong>- Agent Configuration</strong></p><p><strong>- Custom Tables Configuration</strong></p><p><strong>- Dashboard Configuration</strong></p><p><strong>- Advanced Settings Configuration</strong></p><p><strong>- Branding Ticket Areas</strong></p><p data-pasted="true"><strong>- Customising the Help menu</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1419/" target="_blank" rel="noopener noreferrer"><strong>Actions</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1442/" target="_blank" rel="noopener noreferrer"><strong>Advanced Settings </strong></a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1409/" target="_blank" rel="noopener noreferrer"><strong>Agents</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1852/" target="_blank" rel="noopener noreferrer"><strong>Dashboards</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1865/" target="_blank" rel="noopener noreferrer"><strong>Service Level Agreements</strong><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2055/" target="_blank" rel="noopener noreferrer"><strong>Ticket Types</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/876/" target="_blank" rel="noopener noreferrer"><strong>Altering Ticket Types</strong></a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2037/" target="_blank" rel="noopener noreferrer">Custom Tables</a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1249/" target="_blank" rel="noopener noreferrer">Halo In-App Dashboard</a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1875/" target="_blank" rel="noopener noreferrer">Ticket Dashboards</a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Switching to the New UI</span></strong></p><p>In Configuration > Advanced Settings > Appearance, you will find the dropdown named "Halo UI Style". By default, this is currently set to "halo-2021", but changing this to "halo-2025" will switch to the new UI. </p><p><br></p><p>This can currently be switched between, although these customisations are only available on the 2025 version, not 2021.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3NTFkMGRiLTUwNmEtNDMzOS1iZjUzLTU4ODA4MzE1NGZlZiJ9.A5ZrxlXOFvvyx-5qFy9gkJHvqjJzl4lWk7Ugcauh_Gg" class="fr-fic fr-fil fr-dib" width="144" height="70"></p><p><strong><span style="font-size: 10pt;">Fig 1. Halo UI Style set to 2025 version.</span></strong></p><p><br></p><p>Everything in the new UI will appear more modern, with rounded corners and a cleaner display from removing boxed borders. For example, this is how a ticket will appear from this UI by default. This can however now be customised with dashboard-adjacent features to move areas around and show or hide others.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4OWQ5ZDcxLWVlYjAtNDUyYy1iNDM1LTNjZTUyMDQ5NzU0MCJ9.3ySTM9_EMhJbcvz_HZdJZDscVVNvemX0uBzivXBLe9k" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 594.224px;" height="594"></p><p><strong><span style="font-size: 10pt;">Fig 2. New UI on a ticket.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Tickets General Configuration </span></strong></p><p><strong><span style="font-size: 12pt;">Customise the User Search</span></strong></p><p>You can customise how the user details search appears when logging tickets on the new ticket screen. This can allow agents to quickly narrow down users who may have similar names for instance, such as by searching for their job title or who they report to as well.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0YjhhYmIxLTg1ZGMtNDA5MC05MzE5LWRmZDUxZDIyNDk0ZCJ9.SmW5umZKYC5nTwFUjPuWwN7sGjlX1ya21_FiAa34Mjs" class="fr-fic fr-fil fr-dib" width="737" height="161"></p><p><strong><span style="font-size: 10pt;">Fig 3. User attributes.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Ticket Type Configuration</span></strong></p><p><strong><span style="font-size: 12pt;">Customise the Ticket Icon</span></strong></p><p>The ticket icon can be customised and overridden from the default in Configuration > Tickets > Ticket Types > select a type > "Forms" tab > Agent Ticket Details Form.</p><p><br></p><p>"Ticket Icon" can be used to change the icon to any available one, and the "Ticket icon colour" can be set to either be based on the status colour like usual, or on the priority colour.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU1OTY2YzM3LWQxYmEtNDdhYy05OGE3LTRhNWE2NWNkMjdmMCJ9.8u5aKeIrtZdl8KhpHw-3g-bFXTsacDOFtwETkCiZgP4" class="fr-fic fr-fil fr-dib" width="762" height="158"></p><p><strong><span style="font-size: 10pt;">Fig 4. Customising ticket icon.</span></strong></p><p><br></p><p>It will then appear on the ticket like below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkNGRmMWMyLTVjYTUtNDFkMS1hN2Y0LWIwNzY4YjAxOWQxZiJ9.vKolcHPnlwawlQHQe1xVb-DmBtMGyZcQPUhjrfGgy4Y" class="fr-fic fr-fil fr-dib" width="160" height="49"></p><p><strong><span style="font-size: 10pt;">Fig 5. Customised ticket icon on a ticket.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Hide Ticket ID</span></strong></p><p>The ticket ID can be hidden from the ticket header by disabling the "Show the Ticket ID in the Header on the Ticket Details screen" in Configuration > Tickets > Ticket Types > select a type > Forms tab > Agent Ticket Details Form.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlYTFlZGI4LWQ1YTgtNDQ3Yy1hMzk0LTQ1N2M4ZWZhYzNhNSJ9.epp1JNhPf2GdZ9RZdXK8U3kgDIMSZ7UgVaStFsMzGE8" class="fr-fic fr-fil fr-dib" width="422" height="38"></p><p><strong><span style="font-size: 10pt;">Fig 6. Hiding the ticket ID from a ticket.</span></strong></p><p><br></p><p>The ticket header will then appear like this, with the summary in its place instead.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRjOThkOWJjLTM1ZDAtNGVhYS05MDYyLTY3ZDc0ZWI4NWZjMSJ9.odXP5w34RdD5S3r-XKOR64w2v3zzuT_P0afJfDjOVVE" class="fr-fic fr-fil fr-dib" width="328" height="47"></p><p><strong><span style="font-size: 10pt;">Fig 7. Ticket header with the summary in place of the ID.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Adding Ticket Widgets and World Clocks</span></strong></p><p>In Configuration > Tickets > Ticket Types > select a type > Forms tab > Agent Ticket Details Form, you can choose one or two widgets to show in the Ticket details.</p><p><br></p><p>Choose between "SLA Information", "SLA Target Countdown", or "World Clocks". The default is one widget for SLA Information. These will display based on screen size, with two widgets only being available on large screens.]</p><p> </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4YWEzYTBmLTAyZDYtNGUzZC05MWIzLTZiMTg4ZGVlOWY1ZiJ9.FNDa-BXCsLdziU-82P46pGlLnXCZTt7ntmd1fTCBjrw" class="fr-fic fr-fil fr-dib" width="762" height="181"></p><p><strong><span style="font-size: 10pt;">Fig 8. Adding widgets to a ticket type.</span></strong></p><p><br></p><p>Here "SLA Information" and "World Clocks" are shown.</p><p id="isPasted"><strong><em>Note: For the SLA to "pop out", a workflow must be against the Ticket.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5YmI0M2IxLTA1ZTgtNDc0MS1iNzRhLWRkN2YyZjQwNzdkNCJ9.m-v1YLcS-bEq9tB6d0tz19XICHY76zAI4FiTSuvP68Y" class="fr-fic fr-fil fr-dib" width="581" height="170"></p><p><strong><span style="font-size: 10pt;">Fig 9. Ticket details widgets.</span></strong></p><p><br></p><p>The "World Clocks" widget pulls from the world clocks configuration in Advanced Settings, shown below. Time zones here must be entered in "IANA" format, which can be found online.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmMWQwZTEyLTA0M2MtNGNlMy1iMWMyLTA5MTBhYTM4MjQxMCJ9.s66iL3Gbn8zJvWHyJrRkFjlTyzFP1B7csSN1WdxkPco" width="1225" height="478" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1227px; height: 478.391px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 10. Timezone clock configuration.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Changing the Sidebar Content<br></span></strong></p><p>In Configuration > Tickets > Ticket Types > select a type > Forms tab > Agent Ticket Details Form, you can choose what shows on the Sidebar. Choose between "Details", "Progress/History", or "Microsoft Teams Chats".</p><p><br></p><p>Details is set by default.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiNTZiYTgzLWM1N2MtNDUyMy04ODJlLTRmYWM1NTBkYWFhNSJ9.Bt_X39VovlyJl6HqamfEXHijuocpPU9ChtqK4U0LWqY" class="fr-fic fr-fil fr-dib" width="719" height="164"></p><p><strong><span style="font-size: 10pt;">Fig 11. Sidebar Content.</span></strong></p><p><br></p><p>Setting the above to "Progress" will instead show the ticket layout like below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3Yzg3MWJkLTkzMDItNDVmOS1hY2U3LWFiOTNhMDExYjE1MCJ9.QYLPH3I5h8SUpUaUcRBI0Lu71xYEzjI0aE0ajqIG_1E" class="fr-fic fr-fil fr-dib" style="width: 1229px; height: 578.278px;" width="1227" height="578"></p><p><strong><span style="font-size: 10pt;">Fig 12. Sidebar set to Progress.</span></strong></p><p><br></p><p>If the above is set to "Details" an option will then show underneath to select the "Maximum number of Sidebar Columns" that can show on larger displays. Choose between, 0, 1 or 2.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkOTQ0ZTAzLWMyMDgtNDZiZi05MmFmLTUyYzNiMjg4YjIyMiJ9.7IXtVD2OXCwuuygdbXn4QstHRmljrGiffFtnDvcc5to" class="fr-fic fr-fil fr-dib" width="755" height="161"></p><p><strong><span style="font-size: 10pt;">Fig 13. Choosing the number of columns.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Action Configuration</span></strong></p><p><strong><span style="font-size: 12pt;">Adding the Notepad to Actions<br></span></strong></p><p>The "Notepad" field can now be added to an action's field list. It will then populate the "Notepad" field added to the ticket type, and does not show the note on the ticket action.</p><p><br></p><p>Notepad works where only the agent/user who wrote it can see it. Multiple values can be stored in this field, but you will only see your own. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyNTdiOGZmLTQ4MGItNDJhNy04MWNiLTU4NThlOWVlMWY3OSJ9.eQgDJ5B_-iV9SpRGUY6YMxOrUtRb9s5Vnqk9J0znEBM" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 575.044px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 14. Notepad on a ticket type and action.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">SLA Configuration</span></strong></p><p><strong><span style="font-size: 12pt;">Seconds Countdown</span></strong></p><p>In Configuration > Service Level Agreements > General Settings > General Settings, you can choose whether seconds show on the SLA countdown or not. The timer must be switched on for this to show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1ZTQxY2Y5LTg0YTQtNGRjYS1iNTU0LTk4NzA1ODFlZjQ3MiJ9.-mg-V06nwq7vfegch29w6V6rjokB5bqV7W9ocO9Sh_Y" class="fr-fic fr-fil fr-dib" width="483" height="118"></p><p><strong><span style="font-size: 10pt;">Fig 15. Include Seconds in SLA Target Countdown header widgets.</span></strong></p><p><br></p><p>It will then appear on the ticket like below.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjYzBmZWE4LTk1OWQtNDRhMy1hY2NkLTAzMzQzMTc2YzE2MyJ9.m93oUi2VWhOyo4XJIpg94FG1C6lJtja6Rtu7UnQBonY" class="fr-fic fr-fil fr-dib" width="286" height="166"></p><p><strong><span style="font-size: 10pt;">Fig 16. SLA with a timer with seconds.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Agent Configuration</span></strong></p><p><strong><span style="font-size: 12pt;">Expand Details Screens</span></strong></p><p id="isPasted">When the tree is not attached to the menu you can make it so details screens (like Ticket Details) cover the tree when selected, allowing Ticket Details to take up the full screen width within the current tab when opened. This is set in Advanced Settings.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5MTJmZmYxLWI2MGUtNDI1NC04YjA4LWU5ZDM4YjNhODkzMyJ9.j4hVZx2s5sCL_rSR4zBH5XgU8vgcpyQsIKiZ4Pq6bdc" width="415" height="80" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 17. Default "Tree menu display" set to be undocked.</span></strong></p><p><br></p><p>This can be set via the new option "Show details full screen (hide the tree menu)" in the "List Preview Mode" Agent Preference ("Usability" dropdown), or the corresponding new setting for the "Default List Preview Mode" for new Agents in Advanced Settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5NTE1NmVjLWViNzUtNDg0Mi1hNWUyLWI4ZjJiMjJhZWFhMyJ9.4e977YTXxGWgqETqGf-d8qJjGGjTCryoC1CJIpbRgxQ" class="fr-fic fr-fil fr-dib" width="476" height="100"></p><p><strong><span style="font-size: 10pt;">Fig 18. Hiding the undocked tree menu.</span></strong></p><p><br></p><p>Opening tickets will now show like the below instead.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlYWY5N2I1LWE2MWMtNGFmZS04YTVkLTgwMTczYzYyOTJlNiJ9.4FJm-EDZDN2hoXw5nGX7Zg8lRrQAnq_V0Knj6KGwikU" class="fr-fic fr-fil fr-dib" width="1222" style="width: 1224px; height: 576.058px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 19. Ticket with a hidden tree menu.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Custom Tables Configuration</span></strong></p><p><strong><span style="font-size: 12pt;">Modal Size</span></strong></p><p>When configuring a custom table, in the "Details" tab you can choose the size of the modal screens used. By default, these are set to "Large".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0ZDA1NTg0LTllN2ItNGIwZi1hNDhlLTA0ODBiNWRhMWM5MCJ9.2Pp3ZI_LiabTQSKRxyTwwd0WU6nQAFZXtiUUzF4qkL8" class="fr-fic fr-fil fr-dib" width="763" height="78"></p><p><strong><span style="font-size: 10pt;">Fig 20. Input Modal Size on a custom table.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Dashboard Configuration</span></strong></p><p><strong><span style="font-size: 12pt;">Widget Appearance</span></strong></p><p>When creating dashboards, new widget styles "Bubble" and "Bubble with hover" have been added, that use the same styles as screens in the 2025 UI.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhZWY5NmQ5LWU0OTktNDZmMi1iMDdhLTI2YmE1ZjJmNGU1NSJ9.xV-jI71G4nxhQPI-fPrzARTM0YNrQ1YZ6q6lW5cFz_k" class="fr-fic fr-fil fr-dib" width="641" height="292"></p><p><strong><span style="font-size: 10pt;">Fig 21. Widget appearance options.</span></strong></p><p><br></p><p>"Bubble" appears like below in a similar style to the new UI's rounded style, and "Bubble with hover" will appear the same except with a pop-out effect upon hovering over it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlNWM5OGYxLWYzMTUtNDAyNS1hMWNmLWE3MjY1MzE1YzdlMCJ9.GyltnbBdhmTL6UUWtHoWGSSenHxTo5gDOzI8cgmuj44" class="fr-fic fr-fil fr-dib" width="387" height="419"></p><p><strong><span style="font-size: 10pt;">Fig 22. Bubble widget.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Asset List Widget</span></strong></p><p>"Asset List" has been added as a new Widget type for dashboards. Upon selection, a column profile must be selected.</p><p><br></p><p><strong><em>Note: Column profiles will only show in this dropdown if they are a) Custom, i.e. not the *Default*, and b) Have "Read Only" access control allowed for "All Agents".</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2ZDc5ZjA3LTQ2MDUtNGRiZi1iNzU3LTQ1OTNmMDU2ZjM4OCJ9.jTDfvPm8PUHHUA4TM5RDqJKticGKTOBUdi93hlyWpQs" class="fr-fic fr-fil fr-dib" width="655" height="169"></p><p><strong><span style="font-size: 10pt;">Fig 23. Asset List widget configuration.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkYTI4MDFjLWY0MDEtNGJiZi05ODQyLWY0ZGVhYTFmODYxZSJ9.1iGXgHKT_cUTCO1P5gxaq3ek72xt1Uw7bIgLWC3R28U" class="fr-fic fr-fil fr-dib" width="1172" height="428"></p><p><strong><span style="font-size: 10pt;">Fig 24. Asset List widget.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Counter Field Widgets</span></strong></p><p>"Counter" has been added as a new mode for "Single Field" and "Group of Fields" widget types on Ticket-level dashboards.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1YjViZGMwLTcxMTEtNDNkNC05NTE4LTJhMGUyNDUzYzY0MCJ9.BclKZrL-fNH-CVJZO8V8tkrTwxPbqdA2Mu4A3ZoH6hA" class="fr-fic fr-fil fr-dib" width="638" height="260"></p><p><strong><span style="font-size: 10pt;">Fig 25. Single field counter configuration.</span></strong></p><p><br></p><p>Single and group will then appear like below.</p><p><br></p><p><em><strong>Note: If using a group format, the group of fields will need to be added to the ticket type's field list as a group, not individually. </strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA3NzBmNmNmLTExMmUtNDY2MC05MTA4LTRkZTI1NzRlYjI4NCJ9.ld-eVB9qMKi-Odf_U2JQw0i0VpAUKthjyqieEj8b2Lc" class="fr-fic fr-fil fr-dib" width="612" height="355"></p><p><strong><span style="font-size: 10pt;">Fig 26. Single field and Group of fields counter widgets.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Multiple Fields Widgets</span></strong></p><p>"Multiple Fields" has been added as a new Widget type for Ticket-level dashboards. These allow you to select which fields to include in the Widget and apply different icons, colours and display modes to each field.</p><p><br></p><p>Upon selection, fields will need to be added into the table.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjNDU5MzZlLTJkMjYtNGYyMS04ZTc1LWM5YjQzYTc5OWEwNiJ9.gBjXnmK53fV4VIrvKJvk3gyTRQaHTnvzoY-mVmW5s54" class="fr-fic fr-fil fr-dib" width="641" height="261"></p><p><strong><span style="font-size: 10pt;">Fig 27. Adding fields to the table.</span></strong></p><p><br></p><p>Editing a field will then allow you to select counter mode and choose an icon and colour for each field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyNDFjZGQyLTUzODktNGUyYi04ZGZjLTNkNzkyZWViYTEzYSJ9.DYw3mx22QLAehwdim-za_oMUojhUAS89mDFBhVfisYQ" class="fr-fic fr-fil fr-dib" width="647" height="487"></p><p><strong><span style="font-size: 10pt;">Fig 28. Counter options for a multiple field widget.</span></strong></p><p><br></p><p>They will then display like below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ5Y2QxNDE5LTRlY2YtNDk0YS1hZDEyLTM5YWU2ODdiNjkwNyJ9.0IWYqbSXFwo5Elj9QkeBXpfdcfL1xCdDYPMPZHpj1Io" class="fr-fic fr-fil fr-dib" width="606" height="179"></p><p><strong><span style="font-size: 10pt;">Fig 29. Multiple fields widget.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Advanced Settings Configuration</span></strong></p><p><strong><span style="font-size: 12pt;">Tree View Display</span></strong></p><p>In Configuration > Advanced Settings, you can control the display of the tree menu, either having it docked into the navigation menu as it previously showed or undocked within its own widget with an updated style.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" id="isPasted"><br><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5MTJmZmYxLWI2MGUtNDI1NC04YjA4LWU5ZDM4YjNhODkzMyJ9.j4hVZx2s5sCL_rSR4zBH5XgU8vgcpyQsIKiZ4Pq6bdc" width="415" height="80" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><span style="font-size: 10pt;">Fig 30. Undocking the tree menu.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">It then appears in a widget-like bubble on the side instead of as attached like before.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxMzA2ZDc2LTAxNjAtNDljNi1iNzJhLTk1NGJkODk0NDBiMCJ9.Xv1N-wiw4UktNWVL1EQtWyIlK2dyyn_av2j2vU3L_bg" width="1218" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1220px; height: 575.157px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="575"><strong><span style="font-size: 10pt;">Fig 31. Widget for tree menu.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">The width of this tree menu can be adjusted if set to "Undocked". Head to Configuration > Advanced Settings, and set "Tree menu width (px)". This is defaulted to 298 pixels.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">You can also change the colour that appears on the navigation menu in Configuration > Advanced Settings > Appearance. Changing the "Navigation menu colour" dropdown from "Default" to "Custom Colour" will show a colour selector. You can choose one of the pre-configured colours, or enter your own HEX code.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">This dropdown is also available in the agent profile > Preferences tab > Appearance, which will override the global default if set differently.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzYWUzZGQ0LWE3Y2MtNDQzYi1hZmQ2LTJiODJjZjdjNjVjOSJ9.DBfKp30D06wYB2nyQ8pJuEzqkv1Qsi2zTY_HIXAgCLU" class="fr-fic fr-fil fr-dib" width="265" height="216"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><span style="font-size: 10pt;">Fig 32. Selecting a colour for the navigation menu.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Below, this has then been overridden from the the Application Colour (black) to a red colour, and the black now shows when you click on the module or within the tree. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkxYTMwOWJjLTA4YjAtNDljMy04Y2IzLWRiNDg5NjhiYjJkNyJ9.M8OGKXseDdpX5OmrEKUjzDlmmjgrn7b1UjZ-jX6w6Ho" class="fr-fic fr-fil fr-dib" width="503" height="362"><strong><span style="font-size: 10pt;">Fig 33. Navigation menu colour override.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><span style="font-size: 12pt;">Bulk Checkboxes</span></strong></p><p>An Advanced Setting for whether table bulk-select checkboxes display on the left or right. By default, this has always been "Left", but the new "Right" setting hides the checkbox until the row is hovered over, in turn giving a cleaner look to the table.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMzMzE3ZWQwLWI3NzctNDY0ZS1hMmUwLTliZmQzYWIzMjAwNiJ9.VHWuZaCEpxuNBiskt05tt7OlSAjSUt42WM4R7s3cYjI" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 327.893px;" height="328"></p><p><strong><span style="font-size: 10pt;">Fig 34. Bulk action checkbox now on the right.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Pop Out Widgets</span></strong></p><p>Enabling "Allow widgets throughout the app to pop-out on hover" will set all widgets to pop out/enlarge on hover. This will be enabled on default when switching to the new UI.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlYmMyYmI4LTdjNjMtNDFmYS1iOWYzLTk1NjZlMjhjMDVmOCJ9.wymByzorJkxJxgBy5IH5w9OoTDTyG433lSFuLqdu29I" class="fr-fic fr-fil fr-dib" width="355" height="26"></p><p><strong><span style="font-size: 10pt;">Fig 35. Pop out widgets (currently disabled).</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Branding Ticket Areas</span></strong></p><p>You can add images to the page header for each ticket area, allowing you to brand each area to the team/department they pertain to.</p><p><br></p><p>To do this head to Configuration > Tickets > Areas > select area > Advanced tab > enable "Show an image in the page header". When enabled, you will be able to enter the URL of the image you would like to appear in the area, you can set different images for each theme of Halo. You can also then set a webpage to be opened when the image is selected.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmMzI2MThmLTNkYmUtNDAyZS05NTkwLTk3MWU4MjQ1NWIzMCJ9.Aeb-aCQDrw3KNb6Cr1a9shsenjVBEA7dnGlE8SXVyY0" class="fr-fic fr-fil fr-dib" width="1187" style="width: 1189px; height: 338.007px;" height="338"></p><p><strong><span style="font-size: 10pt;">Fig 36. Set an image to appear in the header for the area.</span></strong></p><p><br></p><p>Now this image will appear in the header for the area, both when viewing tickets in lists and when viewing each ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkNDc5MWQwLTRhNGMtNDk5Ni04MGM2LTljYWU0NWMyY2YwNCJ9.U2eP_SwcmMkQnpcfHW4z6t8Ao0eyWWvOhZ9IMAr9RpY" class="fr-fic fr-fil fr-dib" width="1400" style="width: 1402px; height: 384.228px;" height="384"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 37. Image in area header</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p>Only hosted images can be used as area headers, if you have an image that you would like to appear here but is not a hosted image (either in .png or .img format) you can reach out to our support team to enquire about us hosting this image for you. </p><p><br></p><p>The size of the image in Halo is determined by the size of the hosted image, if you would like to adjust the size of the image that appears in the header you will need to adjust the size image itself.</p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Customising the Help menu (v2.234+)</strong></span></p><p>The Help menu in a Halo instance can be found by clicking the question mark (?) button in the top right. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwNGJkZmRhLTNkZjEtNDZiZS1hOWY4LTJhNzhlMWI4ODBlMSJ9.KnMkTSmPK4Auffdb3gdtQMeoPP6ELh6Oy7bWE5H8TZc" class="fr-fic fr-fil fr-dib" width="396" style="width: 398px; height: 675.394px;" height="675"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 38. Help menu</span></strong></p><p><br></p><p>To edit the links and values that show here, head to Configuration > Advanced Settings, and select "Enable custom help menu". Once enabled a table will show it the current help menu values. Hovering over each line will show the pencil icon, clicking this allows you to toggle the "Enabled" checkbox to determine if that line will show in the menu. When editing a line you can also override the label and value that show in the Help menu. Halo path and URL lines will always </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0ZGRmYmM5LTY2NjMtNDg5MS05NTg1LTFhYzNkYTk3Mjc3NCJ9.nTI19v8uDxomzk62dpxDCDHC2P6QNER9ruFhQTTBCYE" class="fr-fic fr-fil fr-dib" width="1178" style="width: 1180px; height: 460.526px;" height="461"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 39. Customising the Help menu </span></strong></p><p><br></p><p>To add a new line to the Help menu click "New". This will bring up a modal window where you can set the name, type, label, and determine if the line is enabled. The types Halo Path and Link URL will show the value field where you can link to the path or URL desired. The sequence you set on the line determines the order of the lines, with lower numbers showing higher on the menu. However, Halo paths and URLs will always show above text, email or phone number lines. </p><p><br></p><p>The label is the text that will show on the Help menu, this should be set to the value for phone, email, and text lines. The label for Halo paths and URLs should be the text you would like the link to hide behind, when the text is clicked the link will redirect the Agent to the location specified in the value field. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxNGZiZTFkLTRjNTgtNGJiZi1hNmQ2LWI2YWU1ZDcwM2I1MCJ9.I2dtt0MsUsIgU6wjiDEAtQZqINTEjKNK7LCLjDoMV4I" class="fr-fic fr-fil fr-dib" width="667" height="548"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 40. Creating a new Help menu option</span></strong></p>
