Raising Tickets
16 guides
Additional Agents
This article discusses how to configure and utilize additional agents in a ticketing system. It explains the process of adding agents to tickets, configuring columns, setting up notifications, and integrating additional agents with calendar appointments. Secondary agents who are added as additional agents can view and receive updates about tickets they are not primarily assigned to. The article also covers how to manage visibility settings and how to modify these configurations in various parts of the ticketing and appointment systems.
Advanced SLA Settings
The article provides guidance on advanced Service Level Agreement (SLA) settings, including how to prevent changes to ticket priorities, extend or delay response and resolution targets, and set up justifications for breached targets. It also explains how to override SLA targets with ticket fields and how to reset the response target after user updates. The guide includes instructions on configuring multiple SLA response targets, one for the initial response and another for subsequent responses. These settings help maintain SLA compliance and ensure prompt ticket responses.
Call Management
The article provides a comprehensive guide on managing calls using the Call Management module in Halo. Topics include logging calls manually, configuring and using call scripts, customizing caller information, and integrating with calling software like Microsoft Teams. The guide emphasizes customizing settings to streamline call logging and automating information gathering through scripts. It also covers how to set default call scripts, log tickets efficiently, and configure ticket responses. Additionally, it explains how to enhance call handling using identity verification and decision trees.
Contents of Distributing Tickets guides
This guide explains various methods for distributing tickets within the Halo platform, emphasizing Intelligent Routing, Load Balancing, Round Robin, and Qualification Matching. It details configuration options for assigning tickets by default, global ticket settings, and agent statuses. The document covers the setup of load balances based on factors like ticket type, agent, and team, and discusses the importance of qualification criteria. It also includes settings for intelligent routing, ensuring the most suitable agent is matched based on past interactions.
Creating Tickets
Custom Fields
The article serves as a comprehensive guide on custom fields within Halo, detailing their creation, configuration, and application. It explains the use of different data types for custom fields and their respective input options. The guide includes instructions on setting visibility restrictions, applying access controls, and using variables to populate fields automatically. Furthermore, it covers step-by-step processes for cloning fields and setting validation rules for date fields, highlighting how these features enhance data management and customization within the Halo platform.
Dynamic Field/Value Visibility
Event Management
This guide outlines how to set up and manage event management platforms in Halo. It includes instructions on creating event rules to determine when events log tickets and how they populate ticket fields. Event management allows integration with Asset Management systems using webhooks. Users can match events to update existing alert tickets or create new ones. The guide also details how to authorize webhooks, define variable criteria for events, and manage alert creation. Other functionalities include customer, site, user, and asset matching to enhance ticket management processes.
How to Configure Timesheets
This article provides a detailed guide on configuring timesheets in Halo's time management module. It discusses key settings for enabling time logging, setting up timesheet features, and adding additional fields for time entries. It includes instructions on setting warnings for exceeded action times, configuring target hours, and managing holidays. The article also covers timesheet approval processes, including submission and rejection notifications, and preventing actions or invoicing until timesheets are approved. Additionally, it explains setting up notifications for incomplete timesheets to agents and managers, based on completion percentages and specified times.
Restricting Field Access & Visibility
Scheduled Tickets
The guide explains how to use scheduled tickets to notify agents of recurring tasks or events. These tickets are created at set intervals, such as weekly or monthly, and can be preformatted with specific fields for tasks like maintenance. The guide covers configuring schedules, setting end-users, ticket values, related assets, and child tickets. It also details how to add scheduled tickets from the client level. The system allows for dynamic ticket creation based on SQL queries, ensuring tickets are generated accurately for the relevant users or assets.
Service Level Agreements (SLAs)
This article provides a comprehensive guide on configuring Service Level Agreements (SLAs) within the Halo system. Key aspects covered include overriding SLAs at the ticket type level, setting up SLA hold reminders, configuring workdays to manage SLA timings, and establishing a module for automated SLA release. It details how to create SLAs from XLS imports and explains priority configurations and approval processes. Notification settings, response target resets, and adding follow-up dates to ticket lists are also discussed as ways to manage and track SLA performance effectively.
SLA Workdays
This guide explains how to configure workdays and work hours for managing service level agreements (SLAs) and agent time tracking in Halo. Key topics include creating and assigning workdays to SLAs, managing time zones, and specifying non-working periods such as holidays and breaks. Workdays determine when SLA timers count down; break times or holidays pause this countdown. Timeslots can be configured to set project start and target dates. Users can override default working hours based on SLA priority. Administrative settings for time zones are also discussed.
Ticket Groups
Ticket Templates
This guide provides detailed instructions for creating and managing ticket templates. It covers various topics including creating templates and template groups, configuring values and to-do lists, and linking related assets. The guide also explains child templates, setting custom table default values, applying templates, filtering by group, configuring ticket areas, and saving templates based on existing tickets. By organizing templates efficiently, agents can enhance productivity and streamline workflows within the ticketing system.
Ticket Types (Field Lists)