Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
Ticket Templates Explained
Creating and using ticket templates can enhance your productivity and streamline your agents' working habits.
Head to Configuration > Tickets > Ticket Templates, the list here is the complete list of ticket templates.
Click "New" to make a new ticket template, or edit an existing one by clicking on it and pressing "Edit".
On the Details screen you find the name, group for which it belongs to, whether end-users can use the template and the restrictions for which departments, teams or specific agents can use this. The group selected is what you can select from when you apply a template to a ticket manually. For example restricting HR to use any templates relating to internal staff tickets.
The values tab is where the main actions of the ticket template come into use. The values you input here will appear on the ticket type chosen when the template is applied. These do not include custom fields.
It is also possible to add a To-Do list that will pre-populate in the ticket. This is a list of check boxes which are added to the ticket as prompts for your agents.
The "Child Template" feature allows you to create a child ticket populated with details, listed as before, but as a child ticket linked to the ticket with the original template. This can be used to create a series of tasks that need to be completed on the raising of a new ticket. This popular for those looking to use thesystem for project management.
Combined with the two following settings;
- Under the ticket type settings
- Under the General Ticket settings
The templates and child templates become very powerful and enable your agents to have tailored specifications dependent on how they work.
- Asset Import - CSV/XLS/Spreadsheet Method
- Call Management in Halo
- Creating Agents and Editing Agent Details
- Departments, Teams and Roles
- Importing Data
- Multiple New Portals with different branding for one customer [Hosted]
- Organisation Basics
- Organising Teams of Agents
- Step-by-Step Configuration Walk Through
- Syncing Exchange Calendars