Viewing Tickets and Lists
16 guides
Agent and User Impersonation
Connected Instances
Customising how your Tickets Look
Customising Ticket Views in Halo
Drag and Drop Tickets Onto a Calendar to Create Appointments
Filter Profiles
This article provides a comprehensive guide on using filter profiles in ticket and project management systems. It explains how to configure and apply filter profiles to view specific ticket statuses such as Open or Closed. The guide covers setting user-specific visibility and using dynamic filters for ad-hoc ticket filtering. It also discusses configuring tickets for billing review and setting filters on the self-service portal. Dynamic features introduced in version 2.210+ allow agents to create flexible, on-the-fly filter criteria to streamline ticket management.
Grouping Tickets by Ticket Type in a Column Profile
How To Bulk Update Tickets, Drag and Drop Tickets Into Different Queues and an Explanation of Ticket Symbols
Navigating the Software
Redact Sensitive Audit Logs on a Ticket
Redacting Card and Social Security Numbers (SSN)
Searching Entities
Ticket Dashboards
This article provides a comprehensive guide on using Ticket Dashboards for organizing and displaying ticket information in a customized manner. It covers the benefits and methods of creating and configuring these dashboards, including how to add and display widgets for detailed ticket insights. The guide also explains the use of Reports, Ticket Details, and Custom HTML widgets, offers configuration tips, and outlines the process for customizing the dashboard layout for optimal ticket management and visibility within an organization.
Ticket Views
This knowledge base article details the various ways to view and organize tickets within a service desk platform. It covers default views, ticket viewing options by team, type, and status, and customizing views for child tickets with Gantt and Kanban options. The article also explains how to configure column profiles, which dictate the information shown in ticket tables, and discusses advanced options like multi-ticket filtering. Additionally, it includes instructions on mentioning agents directly from the ticket list and setting up views for sales processes.
Tile and Kanban HTML $ Variables
This article provides a comprehensive list of variables that can be used with Tile HTML and Kanban HTML in ticket and sales module views. Users in the Configuration settings can utilize these variables by placing a dollar sign ($) in front of them, allowing for customized display options in column profiles for both tickets and sales.
Working on Tickets