Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)

                                                                         In this guide we will cover: – Default Ticket Type Assignment Options – Global Ticket Settings – Options Shown on New Ticket Screen/New Actions – Agent Statuses, Ticket Statuses and Teams – Qualification Matching – Load Balance per Ticket Type – Load Balance per Agent – Load Balance per Team – Load Balance Re-Opened Qualified […]

Ticket Templates

In this guide we will cover: – Creating a Template – Creating New Template Groups – Values Tab – To-Do Lists – Related Assets – Child Templates – General Configuration Options – Setting Custom Table Default Values – Applying Templates – Filtering for Templates by Group – Default Option on a Ticket Area – Saving […]

Call Management

In this guide we will cover: – What is Call Management? – Ways to Open the Call Screen – Call Screen Walkthrough – Customising the Call Screen – Logging Tickets from a Call Admin Guides: Call Management Related Guides: Call Scripts What is Call Management? Call Management is used when you have agents answering the […]

Introduction

  Setting up your Service Desk is a crucial step towards configuring HaloPSA. By following the steps outlined in this course you will be able to lay the foundations on which other features can be built upon. Terminology Understanding the terminology in this course will help you when it comes to configuring your Service Desk, […]

Dynamic Field/Value Visibility

In this guide we will cover: – What Dynamic Visibility Is – Configure Dynamic Field Visibility  – Grouped Dynamic Field Visibility What Dynamic Visibility Is Dynamic field visibility is the process of making a field dependant on the value of another field. When one condition is selected, the field will be made visible.  For example, […]

Creating Tickets

In this guide we will cover: – Creating Tickets via Email – Creating Tickets via the Self Service Portal – Creating Tickets Manually This article shows the 3 primary ways you can create tickets. Email – Tickets raised via Email, this is done via a polled mailbox which raises tickets. This can be configured under (Configuration > […]

SLA Workdays

In this guide we will cover: – What are workdays/work hours used for? – Creating Workdays – Assigning Workdays to SLAs – Time Zones for SLA Workdays Admin Guides: Workdays Service Level Agreements What are workdays/work hours used for? Workdays/work hours are used for service level agreement tracking and agent time tracking. Workdays and working […]

Ticket Types (Field Lists)

In this guide we will cover: – What is a Ticket Field? – Modifying Fields – Organise Fields into Pages on the Portal – Adding Signature Fields to Ticket Types Admin Guides: Ticket Types Related Guides: Custom Fields Altering Ticket Types What is a Ticket Field? A Ticket Field is a section on a Ticket […]

How to Configure Timesheets

In this guide we will cover: – Key Settings – Add Fields to Time Logging screen – Set Warning if Time Taken on Action Exceeds a Set Amount of Time – Setting Target Hours and Holidays – Timesheet Approvals – Incomplete Timesheets Notifications Admin Guides: Time Management Related Guides: Timesheet Approvals  Time Tracking What are […]

Service Level Agreements (SLAs)

In this guide we will cover: – Override SLA at Ticket Type Level – SLA Hold Reminders – Workdays Module – SLA Module – SLA Auto-Release Option – Approval Processes – Follow-Up Date Column – Resetting Respond-By Targets – Visualising Ticket Metrics – Create SLAs from XLS Import Admin guides: SLA General Settings Service Level […]