Viewing Tickets and Lists

Automatic Ticket Updates via Email

This article provides a guide on setting up automatic ticket updates via email. It explains the benefits, such as providing quick updates to account managers without accessing the self-service portal. The setup process involves enabling the feature in the email settings, creating a customizable email template with specific ticket information, and configuring an email rule to trigger these updates. The summary also highlights the importance of user access permissions to ensure only authorized users receive these updates, accompanied by guidelines on managing agent permissions for ticket information access.

Connected Instances

Customising how your Tickets Look

Customising Ticket Views in Halo

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.

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

Searching Entities

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.

Viewing Tickets in the Portal

This article is a guide on configuring the Self-Service Portal for viewing tickets. It details steps on setting default ticket types, customizing ticket views, and editing actions associated with tickets. Users can configure visibility and details of tickets, such as public actions and SLA information. It also explains how to customize column profiles and default views for users, facilitating an organized ticket management experience on the portal.

Working on Tickets