Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
Creating and Using Quick Actions
In Halo you can create quick actions for your agents to inform the user or supplier of something and populate this with database information.
This can be used to inform a user that their account is now set up and the login credentials, update the end-user of the status of their ticket for ongoing work or internal discussion or anything your agents do multiple times per day or hour.
Creating Quick Actions
Heading to Configuration > Tickets > Actions and clicking New Action opens the create window for the action.
Fill in the initial details and check the "Is a Quick Action" check box. Proceed to set the status after actions as well as the behaviour for workflow/approval processes.
Usually, quick actions are set to simply change one of the defaults under the defaults tab. A good example of this is to create an action which sends a pre-formatted email. Under defaults, set the "Send an Email" default to "Yes". You can then set further defaults such as reassigning and how much time to add to the ticket. The default note will be important here as this is the record this action will leave on the ticket and what will send out to the customer.
This should be populated appropriately using $-variables and text relevant to the ticket type and the action needed.
An Example Memo
On pressing the action you have just created in a ticket, this will fire off an email as above to the end-user of the ticket, for example in this scenario, this lets the customer know that an agent is working on this and the target fix by date.
This is just one example however, it is possible to configure even simpler quick actions which simply re-assign a ticket to a specific team or change the ticket type!
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- Departments, Teams and Roles
- Importing Data
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- Organisation Basics
- Organising Teams of Agents
- Step-by-Step Configuration Walk Through
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