Halo Service Desk

Halo Service Desk Guides

Documentation to assist with the setup and configuration of the Halo Service Desk platform

Guides > Notifications

Notifications

Any agent who can change their preferences can set up their own notifications. These can be used to monitor ones own tickets or those of your team.


Terminology Explained

  • Trigger - This is the reason a notification will be sent e.g. Reassigned to agent, New Ticket Logged, ticket due to breach SLA etc.
  • Condition - Any extra condition that will limit the range of tickets that will the notification will be triggered by i.e. Category value of the ticket, Ticket type, the Team the ticket is assigned to.
  • Method - This setting specifies the method by which they are sent be it Email, Slack, Notification pane only or otherwise.
  • Inherited from - This designates any role from which a notification is automatically subscribed to an Agent. 

Setting up a Personal Notification


Clicking on your initials icon (or profile picture if you have configured one) and then "My Account" takes you to your agent's settings screen. Clicking preferences and heading down to notifications brings you to the list of your Notifications.



The upper part of this notifications configuration is designated to notifications that can be subscribed to by agents. These are notifications that exist in the system already and will notify the agent by the method shown in the second colum. The third column displays the trigger that will cause these to send. Any conditions should be stated in the "Name" to avoid confusion. 


The send pane is for your personal notifications. While in edit mode, clicking the ⊕ opens the new notification window. Simply go through each setting, configuring it to your needs. Make sure to add a fitting description in the top box. Adding a notification in this way will always create a "Single Agent" type notification:



Selecting a delivery method will send a notification to the notification pane in the upper right but also via the selection.



The "Event" determines the action in Halo that will trigger a notification to be sent. These are all well worded and will be triggered based on the conditions below.


Conditions


These take the form of any ticket level field that can be associated with a ticket and the values these hold. This allows you to customise your notifications at a granular level.


You can select a wide variety of fields here to create conditions with. This includes the team the ticket is assigned to, to any category value associated with the ticket. This also includes ticket level custom fields.



Global Notifications


These are set up in the same fashion as the above but navigated to from the notifications section in the configuration console. Here is where you set up global notifications or ones that agents can subscribe to:



The only difference between the two screens for the set-up is the notification type. Setting up a notification this way allows you to determine who the notification goes to, rather than forcing the notification only to go to you. 



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