<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What are Customer Areas?</strong></p><p><strong>- Creating a Customer Area</strong></p><p><strong>- Restricting Customer Areas</strong></p><p><strong>- Hiding the Default Customer Area</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1814/" target="_blank" rel="noopener noreferrer"><strong>Areas</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/878/" target="_blank" rel="noopener noreferrer"><strong>Customer, Site and User Records</strong></a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1937/" target="_blank" rel="noopener noreferrer">Ticket/Client Areas</a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What are Customer Areas?</span></strong></p><p id="isPasted">Customer areas behave in a similar way to ticket areas as a customised, filtered list of your customers.</p><p><br></p><p>Filters can be set to select which customers appear, and this trickles down to the site and user lists within the area. You can choose which entities (Customers, Sites, Users and Top levels) show within the area, and the default customers area can also be hidden. The new areas can then be restricted so only agents within certain teams or roles can access them, which allows you to restrict access to certain customers for certain agents for instance.</p><p><br></p><p>These areas can also be used to show the Accounts and Prospect lists if you are using Accounts and Prospect management for Opportunities.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Customer Area</span></strong></p><p>In Configuration > Tickets > Areas, change the "Use" dropdown to "Customers". Then click the "New" button in the top right to create a customer area.</p><p> </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4ZGYxMzgwLTRjOWUtNGI3YS1iMGEyLWRhZDI4MWJmMmRlNCJ9.Rw2fdFVn1bGubkUq9qtfqwaiG6B4MvrkZslR8EYUPS8" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 188.891px;" height="189"></p><p><strong><span style="font-size: 10pt;">Fig 1. Selecting the entity to create a customer area.</span></strong></p><p><br></p><p><em><strong>Note: When creating, the name will show as a "New Ticket Area" as it uses the same functionality. As long as the "Use" dropdown is set to "Customers", a customer area will be configured.</strong></em></p><p><br></p><p>The creation screen will then show where you can enter the details in the same way ticket areas are created. The "Area Name" will show when you hover over the area in the module bar, and the entity names will show inside the module.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxM2NmMzVkLWI2OWQtNDg5ZS04ZTFiLTExYTk1ODA0ZGU4ZCJ9.WF4v3eI6HHjTYfZJ-ZNTJ6vhmOiWg5Zygz4ofq6wWnk" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 575.448px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 2. Area details.</span></strong></p><p><br></p><p>Scrolling further down, you can choose which entities show in the area. In this example, I have hidden the top level and accounts/prospects sections.</p><p><br></p><p><strong><em>Note: Top levels will show every customer within the top level when clicked on, and is not filtered by the area.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4NjAxZjA1LTA3ZjgtNDc1OC04MDVhLTE0OWVhZGRlYzc0NiJ9.J14pRFEATQud_gATmB3jo8r2jVRCkelGdoRJQxH13tg" class="fr-fic fr-fil fr-dib" width="206" height="465"></p><p><strong><span style="font-size: 10pt;">Fig 3. Selecting which entities to show in the area.</span></strong></p><p><br></p><p>The next tab is the "Filters". Here is where you can filter which customers show in this area. This can be based on important customers, account managers, top levels, customer relationships, etc. Here, the area will only show customers that are marked as important.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkZjdlOWRiLWQ3NWMtNGY1Ni05MDUwLWUzNDEzNzAyZGU2NyJ9.5ttiO_12HqOTfB5aqWlrJhGPNp4bMfEFJWQ_nhxAjdY" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 390.264px;" height="390"></p><p><strong><span style="font-size: 10pt;">Fig 4. Filtering the customers in the customer area.</span></strong></p><p><br></p><p>The area now appears like below. The "Button Icon" set in <strong>Fig 2</strong> appears in the module bar, and the entity name along the top. Below the "Sites" and "Users" lists can be accessed based on the checkboxes in <strong>Fig 3</strong>, filtered to the ones contained within the customers that meet the filter criteria.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4NjgyOGM0LTI1NmItNDYzNi1iMTJiLTdhMDZjY2RlNDdjOSJ9.vdRvS_V0utsRe2xGlbPzZ5D7Rx8SVTnwCfOtx2HcAgM" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 227.716px;" height="228"></p><p><strong><span style="font-size: 10pt;">Fig 5. Customers area.</span></strong></p><p><br></p><p id="isPasted">If you find the new area does not appear in your module bar upon creation, you may be using a custom screen layout profile. Go to Configuration > Advanced Settings, and see if the "Default Navigation menu layout" is set to "*Default*".</p><p><br></p><p>If it set to a custom one, you will need to click the "Screen Layout Profiles" button to edit it and add the new area. Change the entity dropdown to "Navigation Menu", and select your profile. In the tab layout, edit and set your button to show on your module bar.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4NGJkZmM5LWVmZWMtNDNlMi1hN2MwLTI0YTQ5NTEyOWJhYiJ9.8YUHjw5Qh-_03sxnMTzCFljBAdFAmB6G51EotyB8_Ew" width="426" height="195" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 6. Custom screen layout profile for the navigation menu.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Restricting Customer Areas</span></strong></p><p>The area can then be restricted to only show for certain agents in the "Permissions" tab of the area. The area can be restricted by team or role, and in this example, only "2nd Line Support" team would be able to see the area.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5ZDQ3MjBiLWUzMGItNDA1My1hMDZmLTVlMmNlZDk2MTY1MCJ9.gyK92T8H1Q_jL3dt5H5aq3t8Hup3admGVEMjymuYDAs" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 553.182px;" height="553"></p><p><strong><span style="font-size: 10pt;">Fig 7. Restricting access for certain agents.</span></strong></p><p><br></p><p>If an agent from another team (1st Line Support") logs in, the area will not show for them. </p><p><strong><em>Note: If adding restrictions, make sure the agent logs out and in to reflect the changes.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjM2JiYWE4LTIzM2QtNDQ3ZS1hODViLWFmMWRkNjFlYmI2NSJ9.YFCaOHtivPRrC0PrTNUpRYL2LT3oF-7qGwIsgBy0-mo" class="fr-fic fr-fil fr-dib" width="525" height="344"></p><p><strong><span style="font-size: 10pt;">Fig 8. Agent with no access to that customer area.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Hiding the Default Customer Area</span></strong></p><p>With the addition of these new customer areas, you can also hide the default area to allow agents to only see the customers within areas that they have been granted access to. Go to Configuration > Advanced Settings > Screen Layout Profiles and change the entity to "Navigation Menu". Here, either edit an existing custom layout, or create a new one. <strong><em>Note: If creating a new one, the new layout will need to be set in the "Default Navigation menu layout" dropdown in Configuration > Advanced Settings > Screen Layouts.</em></strong></p><p><br></p><p>In the "Button Layout" tab of the layout, set "Button Layout" to "Custom" if not already. A list of fields will then show, and you can edit the "Customers" field. Set the "Display" dropdown to "Hide" to only show your new custom customer areas.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5NjBkZjFhLWZmMzgtNDczYS05NGFmLWE2Y2ViMTM3MDgxNiJ9.7ZtZ_49Id5OFpkW5M1pCymqjW8F7J-IKm5jWzXf2Dhc" class="fr-fic fr-fil fr-dib" width="710" height="299"></p><p><strong><span style="font-size: 10pt;">Fig 9. Hiding the default customer area.</span></strong></p><p><br></p><p>The default customers area will then no longer show in the module bar.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5NTYyYmM2LWFkNjYtNDI5ZS1hNGYyLWQ3ZjY0YWJkMDkxZCJ9.aioKRuUbvgfxVSQT6bTSGlpLsgYNVXGdrLB4KBmQyQE" class="fr-fic fr-fil fr-dib" width="643" height="311"></p><p><strong><span style="font-size: 10pt;">Fig 10. Only the new customer area showing.</span></strong></p><p><br></p>
