Sales

Action Settings

This article provides guidance on configuring and troubleshooting 'Actions' within the HaloPSA system, covering various settings and options available for customizing action buttons on tickets. It discusses workflow integration, ticket type permissions, visibility settings, communication options, system use, and additional features like sending emails, attaching reports, and integrating with OpenAI for automated responses. Troubleshooting steps include checking workflow steps, ticket type allowances, and configuration settings to ensure actions appear correctly on tickets.

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Categorisation

Opportunity Types

Rules

This article provides guidance on configuring rules for tickets and sales in a system, outlining detailed instructions on rule evaluation and application. It includes information on fields such as precedence, use, and criteria for triggering rules. The article explains how to set various outcomes when a rule is matched, such as assigning teams or agents, setting priorities and statuses, and applying service level agreements. It also covers manual rule application considerations and notification options for when rules are matched.

Sales General Settings

Sales Mailboxes

Sales Views

The article outlines the configuration options for managing Sales Views within a system. It provides details on setting default views for agents and teams, grouping lists, and configuring filter and column profiles for viewing opportunities in various formats such as tables, Kanban, and tiles. It also covers the customization of list visibility and sequence, extending accessibility through APIs for different organizations. Specific instructions are detailed for organizing and applying filters, list groups, and column orders, offering a comprehensive guide to configuring the sales view environment for tailored accessibility and usage.

Statuses

Templates

The article provides a comprehensive guide on configuring ticket and project templates within a system, including various field types and settings. Templates can be customized with details like ticket status, priority, and associated teams or agents. Users can define complex rules, such as workflow initiation, approval processes, and budget management. The guide also covers multi-agent setup, milestone management, and child ticket creation rules. Additionally, it highlights how to manage attachments, end-user visibility settings, and integration with self-service portals. Templates allow users to standardize and streamline ticketing processes efficiently.

Ticket Types

This article provides detailed guidance on configuring Ticket Types in HaloPSA. It covers the various aspects such as naming, grouping, agent assignment, workflow integration, and visibility settings for both agents and end-users. The resolution section explains how to customize ticket behavior and appearance, including default templates, access controls, and visibility of fields in the user portal. It also addresses change management, risk assessment, and communication settings when logging tickets, helping users tailor the ticket management process to their organizational needs.

Time Management

The article provides an extensive guide on configuring time management settings in HaloPSA. Key features include tracking non-billable and travel time, managing shifts, and using timers on tickets and actions. It also covers managing timesheets, allowing for precise time logging, and includes settings for timesheet approvals and notifications. Additionally, the guide explains time logging options, such as mandatory user selection and associating time with tickets. It emphasizes customization options with checkboxes and single-select fields for specific time management needs.

Workflows