Creating Tickets

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.

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

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.

Intelligent Routing

Major Incident Management

The article provides a comprehensive guide on managing major incidents, including identifying, logging, and resolving such incidents. It defines a major incident as a high-priority issue affecting multiple users, such as network outages. The process includes using tools to identify problems, linking related incidents, and actions to manage communication and resolution tasks. The guide also covers configuring incident parameters, tracking progress, and closing the incident. The document emphasizes the importance of managing major incidents effectively to prevent future occurrences and minimize impact.

Missing or Deleted Tickets

The article addresses issues with accessing or recovering missing tickets and preventing agent deletions. It explains the reasons a ticket may be inaccessible, such as deletion, restricted viewing, or merging. It provides a SQL method to report on inaccessible tickets and steps to recover tickets if not permanently deleted. Configuration settings for deletion policies are detailed, including how to toggle permanent deletion and set retention periods for recoverable tickets. Additionally, it guides on restricting agent permissions to delete tickets and implementing a reason-entry requirement for deletion to avoid accidents.

Qualification Matching

Round Robin

Sensitive Tickets

The article explains the concept of sensitive tickets in Halo and provides guidance on marking tickets as sensitive, controlling visibility, and reporting. Sensitive tickets contain confidential data and are visible only to the ticket's end user and designated followers. The 'Is Sensitive' checkbox must be added to the ticket type configuration, and access can be restricted to specific agents based on roles. Agent access to sensitive tickets can also be controlled using global settings, impacting who can view and report on such tickets.

Start to Finish: Service Desk Basics

Syncing Tickets Between Instances

The article provides a comprehensive guide on syncing tickets between Halo instances, available in Halo version 2.184+. It covers connecting instances, configuring mappings and actions, troubleshooting, and syncing tickets and updates. The functionality allows support and updates to be shared between instances without using the HaloCRM > ITSM integration. It explains the steps to set up API access, create supplier and customer profiles, and configure workflow actions. This feature is valuable for ITSM, PSA, and CRM customers, and organizations collaborating with suppliers using Halo.

Ticket Sources

The article explains the concept of Ticket Sources, which indicate where a ticket was created, such as manually through a phone call or automatically via integration. It covers how to manage Ticket Sources in a ticketing system, including adding them to columns and lists for filtering, using them in ticket rule criteria, and setting or excluding them via actions and notifications. The guide also details the process as of version v2.204.1+ for excluding or ordering ticket sources and adjusting these settings in advanced configurations.

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.