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 […]
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 in Halo The Ticket Window In Halo 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 […]
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 in Halo In Halo 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 […]
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
How to merge a ticket and what this achieves. Halo allows the merging of two tickets into one another. This can be done for a variety of reasons, often this is because an end-user has sent in two tickets for the same issue. Important: If a ticket that has been closed via merge gets updated […]
