Ticket Type Configuration
8 guides
Altering Ticket Types
Anonymous Ticket Logging
Followers and Following Tickets
The article explains the process of following tickets in a support system. It describes how both agents and end users can add themselves or others as followers to stay updated on ticket progress. Agents can follow a ticket by pressing the Eye icon, while end users can do so through the self-service portal. The article provides detailed instructions on configuring settings to control who can be added as followers and highlights the benefits, such as ensuring that less experienced staff learn from ticket resolutions. It also notes visibility options and search functionalities for larger organizations.
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.
Ticket Groups
Ticket Tabs
This article comprehensively covers the different types of tabs available for tickets and their customization. It elaborates on various default tabs such as Budgets, Progress Feed, Attachments, Billing, and more, detailing their functions and configurations. Custom tabs can be created for specific needs using custom fields. Additionally, the guide explains how to customize the layout and order of tabs per ticket type, and manage the visibility of these tabs. Practical examples, including screenshots, demonstrate the setup and use of each tab type.
Ticket Types (Field Lists)
Tickets in the Self-Service Portal