Actions and To-Do Lists

Actions

This article provides a detailed guide on configuring and managing ticketing actions within a system. It explains how to create new actions, the purpose of different tabs like Details and Defaults, and how to manage field visibility. Restricting action access by ticket type and workflow step is covered, along with setting default parameters for actions. Additionally, it addresses the creation of action groups for better organization and accessibility. The guide is aimed at administrators managing complex ticketing systems and includes references to further documentation on access control.

Actions: System Uses

This article is a comprehensive guide to configuring and utilizing system uses within Halo for various actions. It covers setting a system use, email actions, managing tickets (child, parent, related), creating opportunities, appointments, tasks, and purchase orders. The guide details various functions like linking to knowledge base articles, cancelling approval processes, and integrations with systems like Azure DevOps and Jira. Instructions are provided for consignment, report generation, and managing supplier communication. Quick actions and specific configurations for unique scenarios are also explained.

Annotating Images in Actions

Azure Actions

Canned Text

Creating a Report From an Action

Creating and Using Quick Actions

Journeys

Link a User to an Action

This article provides a guide on linking users to actions within the Halo system by using dollar variables. It covers how to use variables in links, enabling actions for users, and setting default attachment options. Users can receive an email with a link to an action like signing an agreement. A specific variable can force users to log in before accessing the action link, ensuring only logged-in users can complete the action, which will appear on their profile even if they don't have direct ticket access.

Making Use Of Canned Text and $ Variables

This guide helps users understand how to effectively utilize canned text and $ variables in their communications through Halo. It covers the creation and use of canned text, the application of variables, access control settings, team-specific canned text options, and how to set up favorites for quick access. The use of canned text ensures quick insertion of frequently used phrases, while variables allow dynamic content insertion. Access control and shortcuts are highlighted as means to streamline the workflow for agents.

Merging Tickets

This article explains the process of merging and unmerging tickets in Halo. Merging involves combining two tickets into one, transferring all actions from one ticket to another, typically to consolidate duplicate issues. The article provides step-by-step instructions on how to merge tickets, including navigating the merge screen and confirming the selection. It also covers the unmerging process, which allows tickets to be separated again, detailing the effects on each ticket after unmerging.

To-Do Lists

This article guides users on setting up and managing to-do lists in Halo, which can be attached to tickets manually or through pre-configured templates. It covers creating to-do lists and groups, integrating them into workflows, and customizing them for specific customers. The guide demonstrates adding to-do items via different methods, organizing lists, using ticket templates, and applying customer-specific to-do lists, enhancing task management and workflow efficiency.

Updating/Adding actions to Tickets in Bulk

Using CRM Notes

The article provides a guide on using CRM notes to manage customer relationships, allowing users to log details, track satisfaction, and organize follow-ups. Key functionalities include logging time for billing, scheduling follow-up appointments, and customizing fields within CRM notes. It explains how to create CRM notes from tickets, automate ticket generation using the 'Next Call Date' field, and leverage AI for generating summaries. The guide also covers setting notifications for updates, customizing CRM note fields, and tailoring automated workflows based on customer interactions.

Using Dollar Variables in Actions