<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><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><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- What are Additional Agents? </strong></span></p><p><span style="font-size: 11pt;"><strong>- Adding the Additional Agents Field</strong></span></p><p><span style="font-size: 11pt;"><strong>- Setting Additional Agents</strong></span></p><p><span style="font-size: 11pt;"><strong>- Notifications</strong></span></p><p><span style="font-size: 11pt;"><strong>- Adding Additional Agents to an Appointment</strong></span></p><p><br></p><p><br></p><p><span style="font-size: 14pt;"><strong>What are Additional Agents? </strong></span></p><p><span style="font-size: 11pt;">If there are multiple agents working on a ticket, the agents that are not assigned but important to the ticket, can be added as additional agents. This feature essentially treats the other agents as the "Secondary Agents" on the ticket, the additional agents will have these tickets appear in their ticket list.</span></p><p><br></p><p><span style="font-size: 11pt;">Multiple additional agents can be added to a ticket, differing to how there can only be one main "assigned agent".</span></p><p><span style="font-size: 11pt;"><br></span></p><p data-pasted="true"><span style="font-size: 11pt;">Giving an additional agent access to a ticket works primarily the same way the main assigned agent does</span>, assuming the agent has access to that customer/ticket type, etc.</p><p><br></p><p>Department gives them access to view the ticket in general (i.e. via search), and team membership allows them to see it in the "Tickets by Team" view. If utilising custom lists that do not filter by team, department access will mean they can see the ticket there. If using "Tickets by Team", they'll need team access to view the ticket.</p><p><br></p><p>The only difference is that tickets they are an additional agent on (rather than assigned agent) will not show in the ticket count against their agent name within lists.</p><p><br></p><p><strong><span style="font-size: 14pt;">Adding the Additional Agents Field</span></strong></p><p><span style="font-size: 11pt;">Additional agents can be added to every ticket with a global setting, or enabled per ticket type via a field in the field list.</span></p><p><br></p><p><span style="font-size: 11pt;">To enable this globally, navigate to Configuration > Tickets > General Settings, and enable "Show an option to multi-select additional Agents on Tickets". This will show the field on all tickets. If enabled, you will have the option to determine whether that dropdown shows agents from the team the ticket is assigned to, that team's department, or all agents.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhOWQyY2JiLWNmMzctNDJiYi1iZmUyLTkxNDZiYjA1ZjE1OCJ9.pG99OVqy2ooXmNZDV51zpMwdCinHtFXd4Z2eEZ8l0MA" class="fr-fic fr-fil fr-dib" width="549" height="160"></p><p><span style="font-size: 10pt;"><strong>Fig 1. Show an option to multi-select additional Agents on Tickets checkbox</strong></span></p><p><br></p><p><span style="font-size: 11pt;">Alternatively, you can add the "Additional Agents" field to specific ticket types. The same field can also be added to actions to change the additional agents throughout the course of the ticket.</span></p><p><span style="font-size: 11pt;"> </span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkZWJhMDhjLTcyMzEtNDY3Ny04MTQ5LWRiMjU3ZGM4ZGU5OCJ9.3wrZ4l6KZKIMGzb3wBGdDagJ1ldv_cgtIIsQK8b9G24" class="fr-fic fr-fil fr-dib" width="1695" style="width: 1697px; height: 336.786px;" height="337"></p><p><span style="font-size: 10pt;"><strong>Fig 2. Additional Agents added to the Field List tab on a Ticket Type</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You can control who can see/edit this field by setting visibility restrictions. Click the pencil icon to edit the field.</span></p><p><br></p><p><span style="font-size: 12pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIxNWY0YTFjLWU1MWMtNDY1ZS1hZDE2LTI0OWUyNjk0ZGEwMCJ9.GPdXzRizGDrn6Cx0WW8U3y6rVoXG0sPmb5NYrS4noco" class="fr-fic fr-fil fr-dib" width="715" height="752"></span><strong><span style="font-size: 10pt;">Fig 3. Visibility restrictions on the field</span></strong></p><p><br></p><p>The field will then show in the Ticket information section of the details of the ticket, under the main "Assigned Agent".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjNDExNmNiLTE4NDctNDI5ZS05Y2Q2LWVlNTczZjdhOTNmNCJ9.3c6WBxX-GyjDn--Pv7hizW_7Z4rCBE_wpc1ManiW8Dc" class="fr-fic fr-fil fr-dib" width="1428" height="754"></p><p><strong><span style="font-size: 10pt;">Fig 4. Additional Agents field on a ticket</span></strong></p><p><br></p><p>Additional Agents can also be added as a column within a column profile. By default, this will show the profile picture of the additional agent. The name can be shown alongside these if "Show the Additional Agents Name in 'Additional Agents' column in list views" is enabled in Configuration > Tickets > General Settings.</p><p><br></p><p>Column profiles can be created in Configuration > Tickets > Views > Configure Column Profiles.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5ODc5MDQ1LTVkZTMtNDVmMS1iMjhhLTE1OTNjNDc3MWFkYiJ9.S0n-Es9QGfJFhZ57tZ1TJrKlxvipGgo8xoB-9_Qy_l8" class="fr-fic fr-fil fr-dib" width="1697" style="width: 1699px; height: 115.683px;" height="116"></p><p><strong><span style="font-size: 10pt;">Fig 5. Additional agents column in a ticket list</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Setting Additional Agents</strong></span><strong><span style="font-size: 14pt;"><br></span></strong></p><p><span style="font-size: 12pt;"><strong>Using an Action</strong></span></p><p><span style="font-size: 11pt;">To do this you will need to add the "Additional Agents" field to the action. </span></p><p><br></p><p><span style="font-size: 11pt;">Head to Configuration > Tickets > Actions. Choose an action, then add the field in the "Field List" tab.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3MzdiZTkzLTVmNmEtNGNlMy1iYjYwLTA5ODI0NTgyMjgyZCJ9.B3PQeqynZEFcHuBsNr3L7Lq3VVc39VqlqT8RgpsJmg8" class="fr-fic fr-fil fr-dib" width="509" height="358"></span></p><p><strong><span style="font-size: 10pt;">Fig 6. Additional Agents field on Action Field List</span></strong></p><p><br></p><p>Now, when this action is used you can choose which additional agents to add to the ticket. The field will automatically populate with all the additional agents already assigned to the ticket. Adding or removing agents in the field will add or remove these agents from the ticket when the action is saved. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzYjM2YTdmLWQ0NDEtNDQ2MS1hMDdmLTRiNjQ2MzliMGJmNyJ9.guLsg2YbIPnjrkJs74C7BXh-z5oZeQH7RsrMSH2gnq0" class="fr-fic fr-fil fr-dib" width="1617" height="307"></p><p><strong><span style="font-size: 10pt;">Fig 7. Updating Additional Agents using an action</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Using a Rule</span></strong></p><p>Additional agents can be set as the outcome of a ticket rule within the "Other Outcomes" table.</p><p><br></p><p><span style="font-size: 11pt;">If multiple rules are matched at the same time that set this field, all the additional agents specified will be added. If any additional agents were set before matching the rule, the new agents will replace the existing agents. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjMjZiYmZiLWZmMTYtNDZjYi1iNzVkLWEzZGUzYWM5OGEyNyJ9.2tTyhFDEjcxqWHylruc5fTjpCDaQwsCwOk6DzO1S1TA" class="fr-fic fr-fil fr-dib" width="1690" style="width: 1692px; height: 377.026px;" height="377"></p><p><span style="font-size: 10pt;"><strong>Fig 8. Other Outcomes table on a ticket rule</strong></span></p><p><br></p><p><strong><span style="font-size: 12pt;">Using Account Manager Types</span></strong></p><p>The "Primary Agent", "Secondary Agent" or "Account Manager" against a client profile can be automatically added as an additional agent for any logged tickets. This is set within Configuration > Tickets > General Settings, and the multi-select option in Figure 1 must be enabled for them to show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2MzM0Y2U2LTMxZDktNGI3Yy04ZTUyLTZkZGZiYjNmZTNjYSJ9._YYSiGib7AP9TgyHl_GvVgRZ7OPDrG4-a7LHbuPdF-Q" class="fr-fic fr-fil fr-dib" width="733" height="382"></p><p><strong><span style="font-size: 10pt;">Fig 9. Adding account managers as additional agents</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Notifications</strong></span></p><p><span style="font-size: 11pt;">In Configuration > Notifications > General Settings, you can choose to include additional agents in the "Assigned to" notifications. This refers to any notification created in Configuration > Notifications > Notifications that has the "Assigned to Recipient" option selected.</span></p><p><br></p><p><span style="font-size: 12pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxMzdlZjk1LTcwMDUtNDQyNi05Yjk3LWRjNzkxMTUzZTg0NiJ9.UlTzUaCt_Jl9lD51-zKuUqgGPnaqUDGOt06gAPMKlg0" class="fr-fic fr-fil fr-dib" width="1030" height="205"></span></p><p><span style="font-size: 10pt;"><strong>Fig 10. Include additional agents in assigned to recipient notifications</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Additional Agents to an Appointment</span></strong></p><p>When a calendar integration is enabled, additional agents assigned to a ticket will have their email auto-populated in the "Other Attendees" field when creating an appointment from that ticket.</p><p><br></p><p>For instance here, Leah is the assigned agent, and Amir is the additional agent.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMzMTk4MTMyLTMwZDAtNDk3Yy05ZmIxLWMwMWYxOTA4YmQxNCJ9.P5QvsrsH0AeVHIPhPJlEjzkzB0kcUCOr8m7zkKz3qc8" class="fr-fic fr-fil fr-dib" width="572" height="949"></p><p><strong><span style="font-size: 10pt;">Fig 11. Additional agent invite</span></strong></p><p><br></p><p>You can disable this functionality, so that additional agents are not added as appointment attendees by default. In Configuration > Calendars and Appointments > General Settings, disable "When creating new Appointments add the Additional Agents as Attendees". </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlZDMwNTJkLTU1M2EtNDdjNS04YWI2LTc3YzM0OTMzZGVjNCJ9.bNkp1SqrCyaIM831oab-j3mrm3TfvWHkIsPqzqlWHxM" class="fr-fic fr-fil fr-dib" width="1045" height="292"></p><p><strong><span style="font-size: 10pt;">Fig 12. When creating new Appointments add the Additional Agents as Attendees</span></strong></p><p><br></p><p><br></p>
