Ticket Suggestions- without the use of AI
In this guide we will cover: – What are ticket suggestions? – The Logic behind ticket suggestions – How to configure ticket suggestions without the use of AI – Using ticket suggestions What are ticket suggestions? Ticket suggestions in Halo can be used to advise your agents on values that should be applied to a […]
Followers and Following Tickets
In this guide we will cover: – What is following a ticket – How Agents can follow a ticket – How End Users can follow a ticket What is following a ticket? Following a ticket BCCs your agent email address onto any email correspondence from the ticket. This was originally created to ensure that when […]
Problem/Resolution Finder
In this guide we will cover: – What is the problem/resolution finder? – Using the Resolution Finder – The Logic behind the Problem/resolution finder – Configuring the Resolution finder What is the problem/resolution finder? To optimise incident and problem resolution, similar previous and related cases (tickets) can be used to assist agents in resolving current […]
Using “Drag and Drop”
How to use the "Drag and Drop" functionality throughout the Halo web-app. Drag and Drop The drag and drop functionality makes re-assigning tickets quick and easy. When viewing a ticket screen such as the one below, click and hold the left mouse whilst moving to drag and drop the ticket over an agent's name or […]
Linking Child Tickets to a Parent Ticket
Linking child tickets to a parent ticket. Related Articles: Search Tools The Ticket Window You can use the parent child relationship on tickets to maintain their status as related tasks or subtasks for an incident, project, request or otherwise. Linking Child Tickets In any ticket, hover over the 3 dots in the upper-right of the […]
Linking a Ticket to a Parent Ticket
A short guide on how to link a ticket to a related ticket; creating a child ticket. Related Articles: Search Tools You can use the parent-child relationship on tickets to maintain their status as related tasks or subtasks for an incident, project, request or otherwise. Linking to a Parent Ticket In any ticket, hover over […]
Internal Conversations
Overview an implementation of the internal conversations functionality Related guides Actions Altering Ticket Types Internal discussion on customer/user facing tickets can sometimes cause confusion and make a ticket difficult to track and follow (it usually leads to the ticket being reassigned back and forth between agents with notes added each time). Halo addresses this issue […]
Merging Tickets
In this guide we will cover: – What is Merging? – Merging Two Tickets – Unmerging Tickets What is Merging? Halo allows the merging of two tickets into one another. When tickets are merged, all actions on one ticket are moved onto another. This can be done for a variety of reasons, often this is […]