<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><br></p><p><br></p>
<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- How to Loop In Your Colleagues With Mention @ Functionality</strong></p><p><strong>- Internal Chat</strong></p><p><strong>- Internal Conversations Using Ticket Types</strong></p><p><br></p><p>This guide details different ways to loop other agents into tickets in your Halo instance.</p><p><br></p><p><strong><span style="font-size: 14pt;">How to Loop In Your Colleagues With Mention @ Functionality</span></strong></p><p>In your Halo instance, you have the ability to mention agents or teams using the @ mentioning functionality.</p><p><br></p><p>This can be hidden from the user or not depending on the action used and how it has been configured. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4YTIyNDcxLTg4M2QtNDcwMy1hM2YwLWFiYzcxYTcyZmZiNyJ9.rrDt1LBdTsXFp5_U6GBdJ2UM2Xwb_rrvKSnK82pY98o" class="fr-fic fr-fil fr-dib" width="649" style="width: 649px; height: 551.205px;" height="551.205"></p><p><strong><span style="font-size: 10pt;">Fig 1. Mentioning an agent from an action</span></strong></p><p><br></p><p>When a team or an agent is mentioned, they will receive a notification to tell them of this. </p><p><br></p><p><strong><em>Note: Please double check in your notification configuration that a notification has been set-up with the event trigger of 'mention'. </em></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Internal Chat</span></strong></p><p>Halo has both an external live chat and an internal chat feature. For the internal chats, agents can talk with other agents in reference to tickets. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1ZGViNDM2LWIyOGItNGFlMy05ZmU3LTA2MTFjZjkxYTIwNyJ9.mVZdIVZPlNsr0rqXWDZvIDfcbn1iuPGgt3l0-Lp8ZlY" class="fr-fic fr-fil fr-dib" width="403" height="699"></p><p><strong><span style="font-size: 10pt;">Fig 2. Internal chat window</span></strong></p><p><br></p><p>Simply select the "Start New Chat" icon, select the agent you'd like to talk to, insert the ticket number and a title of the chat - and talk about the ticket. </p><p><br></p><p>Once the chat has ended, the transcript will be transferred onto the ticket for further reference. </p><p><br></p><p>By default, this is <strong>NOT </strong>hidden from the end-user. To hide it, click here:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc1OWUxNTQzLThjYTctNDZmMi05NmVjLTY4NDRhZmY5MmRmOCJ9.JmvkgF8t5QPFzv1vLJS7NOWTDvJGIY6JDPTbVKjd8zU" class="fr-fic fr-fil fr-dib" width="247" height="75"></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 3. Edit an action </span></strong></p><p><br></p><p>Then ensure the option shown in Figure 4 is ticked.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViODAyN2YzLWMwOTktNDBlOS04ZmVjLTQyMDQ5YzI2NTU0ZSJ9.mTzMCGJeMciKIZ6uZDu7D46Jvwin_Fm4Tpr1g7ysPJs" class="fr-fic fr-fil fr-dib" width="169" height="52"></p><p><strong><span style="font-size: 10pt;">Fig 4. Option to Hide action from user</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Internal Conversations Using Ticket Types</span></strong></p><p>You can set-up your Halo instance to have the ability to create a new ticket for internal conversations. This is especially useful if the ticket requires input from several agents from different teams. It keeps the parent ticket clean from internal notes and doesn't cause any confusion to the customer.</p><p><br></p><p>To do this, go to Configuration > Tickets > General Settings > Internal Conversations.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5NTZhN2MyLTUxNzMtNDE5My1hZGJjLWRmZDRlYTI0ODNmOSJ9.AbdMkwtBaZye2cVTfIgwpNv87DCaficE0eeMqkR5h40" class="fr-fic fr-fil fr-dib" width="854" style="width: 854px; height: 336.636px;" height="336.636"></p><p><strong><span style="font-size: 10pt;">Fig 5. Internal Conversation Options</span></strong></p><p><br></p><p>By default, HaloCSM has internal conversation functionality enabled and has an out-of-the-box ticket type created called 'Side Conversation'. </p><p><br></p><p>The entire action of creating the internal conversation ticket is also hidden from the contact.</p><p><br></p><p>To create an internal conversation on a ticket, press the '+' on the action history you'd like to pull over into the side conversation.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5YTE3ZjZjLTU0ZDYtNDJlOC1hMWI1LWFmZmQ1ZmEyOTA4NCJ9.xCzAARqeEBTaZqqHqF2h8l5LZetd_PkiN4ubalXrPzI" class="fr-fic fr-fil fr-dib" width="779" style="width: 779px; height: 127.732px;" height="127.732"></p><p><strong><span style="font-size: 10pt;">Fig 6. Button to create new conversation ticket history</span></strong></p><p><br></p><p>This will then pull up the screen shown in Figure 7.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE0ZDkwYTgyLTY1MTctNDA1Ni1iZDhmLTQ1ZTA3NTE0M2U3NCJ9.85xE3uZMl49dMSo-L_-eeAn0Q1-nCDI36BcXgD3f0cM" class="fr-fic fr-fil fr-dib" width="855" style="width: 855px; height: 435.608px;" height="435.608"></p><p><strong><span style="font-size: 10pt;">Fig 7.New Ticket Screen</span></strong></p><p><br></p><p>By default, you will be the contact of this ticket. </p><p><br></p><p>Here, you are able to assign the ticket to a specific team and/or specific agent. You are able to add any notes in addition to the content that has been pulled over. </p><p>All of the information and conversation made on this ticket will of course be hidden from the original contact as they are not the owner of the ticket.</p><p><br></p><p>Once submit, the ticket can be found under the 'related tickets' tab on the original ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjNWYxNjg2LTgxNGQtNDE2Ny1iNTc0LWE2YTFhYWJjYWJmMiJ9.R5yEKaoy12fFZSFF6-56XRbiW5Y62QBppz5ZwimqUfM" class="fr-fic fr-fil fr-dib" width="763" style="width: 763px; height: 152.443px;" height="152.443"></p><p><strong><span style="font-size: 10pt;">Fig 8. Conversation ticket related to original ticket</span></strong></p><p><strong><br></strong></p><p><br></p>
