Getting help from Halo

Reach Halo's team from Halo Data with Contact Halo, read announcements as they appear, and find answers in these docs.

There are three ways to get help: these docs for how things work, Halo AI for questions about your data, and Halo's team for everything else.

Look it up

Help in the top bar opens the guide for the page you're on, beside your work. Documentation in your account menu and the command palette opens these docs in a new tab. ⌘K searches them from anywhere in Halo Data. Halo CMS and Halo CRM have the same Help, on their own guides. Words with a dotted underline show their definition when you hover them, and the glossary lists them all.

For questions about your own data, such as "what changed this month?", Ask Halo is quicker. Halo AI can also answer how-to questions from these docs, and links the guide it used.

Contact Halo's team

Contact Halo is in your account menu, at the top right of every Halo product, and in the command palette. Every member can use it.

1. Press New request.

2. Write a Subject.

3. Pick what it's About: A question, Something isn't working, Data or connections, Plan or billing, An idea or Something else.

4. Write your Message: what happened, where, and what you expected. Links to reports help.

5. Press Send to Halo.

Halo's team answers on the same page and by email.

Follow a request

The list shows each request's status:

Open one to read the conversation and reply.

You get an email when Halo answers. To turn that off, go to Account, Notifications, and turn off Email when Halo answers your request. See Jobs and notifications.

Owners and Admins see all of the organization's requests. Everyone else sees their own.

If your organization is suspended

If Halo suspends your organization, its Owners get an email, and nobody can open it until it's reactivated. Its websites, public links and embeds are off for now, and nothing is deleted.

Owners can still reach Halo. Open the link in the email, or your organization's address in Halo Data, and you'll have Contact Halo and nothing else. Everyone else sees that it's suspended, and that its Owners can contact Halo. When it's reactivated, the Owners get another email.

What helps

• A link to the report, chart or dataset you were on.

• What you did, what you expected, and what happened instead.

• The exact words of an error. On a failed job, Copy the error gets them for you.

When a description isn't enough, Halo's team can open Halo Data as you, for a while. They can read but not change anything, and what they look at is recorded in your organization's audit log.

Your account manager

If your organization has an account manager, Owners and Admins find their name in the Plan panel of Settings, Usage, once Halo has set your subscription's terms. They can change your plan and limits, and Ask for more on that page sends Halo's team a request for more of a limit. See Usage and plan limits.

Announcements

Halo posts news as a banner under the top bar.

Important ones are also emailed. You can have every announcement emailed to you in Account, Notifications, by turning on Email when Halo announces something.