Followers and Following Tickets

In this lesson 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 […]

Missing or Deleted Tickets

What to do when you cannot access a ticket. The below screen indicates a ticket that cannot be accessed:  There are a variety of reasons as to why this may be the case, however it is usually because the ticket has been deleted. If you have accidentally deleted a number of tickets and need to […]

Manually Creating a Ticket

How to add tickets manually in Halo. Related Articles: Ticket types Custom Fields Permissions As well as emails generating tickets in Halo and users logging on the end-user portal, you can also raise them manually. The new ticket button shown on the far left of the below image, can be added using the advanced setting […]

Altering Ticket Types

In this guide we will cover: – What are Ticket Types?  – Creating a Ticket Type Admin Guides: Ticket Types Related Guides: Modifying and Adding Workflows Service Level Agreements (SLAs) Statuses Note: We cover a lot of the most used settings in this guide, but there are a lot more options. For detail on what […]

Ticket Templates

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