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</style><p id="isPasted"><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Actions on Tickets</strong></span></p><p><span style="font-size: 11pt;"><strong>- Respond Button</strong></span></p><p><span style="font-size: 11pt;"><strong>- SLA Option for Response Timer</strong></span></p><p><span style="font-size: 11pt;"><strong>- Ticket Screen</strong></span></p><p><span style="font-size: 11pt;"><strong>- Options For Viewing Ticket Progress</strong></span></p><p><br></p><p><br></p><p><span style="font-size: 11pt;"><strong>Admin Guides:</strong></span></p><ul><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1419/" rel="noopener noreferrer" target="_blank"><strong>Actions</strong></a></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1826/" rel="noopener noreferrer" target="_blank"><strong>SLA General Settings</strong></a></span></li><li><span style="font-size: 11pt;"><strong><a href="https://usehalo.com/haloitsm/guides/2055/" id="isPasted" rel="noopener noreferrer" target="_blank"><strong>Ticket Types</strong></a> </strong></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1341/" rel="noopener noreferrer" target="_blank"><strong>Tickets General Settings</strong></a></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1809/" rel="noopener noreferrer" target="_blank"><strong>Ticket Views</strong></a></span></li></ul><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><strong><span style="font-size: 14pt;">Actions on Tickets</span></strong></p><p>As an agent you will be working on tickets which were raised by end users. These tickets can be raised by the Portal, via Email or Manually raised by another agent.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkNjUzMDFhLTFhMWUtNDgzZC05ZWZhLTI2NjUyNTFiYzJjMyJ9.xVkBqBUdMAKMpPh_p5G5QzK-bmK2tiywLboCrgdNXuI" class="fr-fic fr-fil fr-dib" width="991" style="width: 993px; height: 361.89px;" height="362"></p><p><strong><span style="font-size: 10pt;">Fig 1. Service Desk Example view</span></strong></p><p><br></p><p>To process these tickets you can use a series of actions on the tickets to bring the ticket closer to a resolution.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIzNzdhNzE1LTA0NmUtNDU0Ni05OWRjLTM0NDY0M2MyNDA4NSJ9.fQ4QIXkcXozpp5BDncPTjlIbk9UsEO1YWWQShay6guQ" class="fr-fic fr-fil fr-dib" width="993" style="width: 995px; height: 219.414px;" height="219"></p><p><strong><span style="font-size: 10pt;">Fig 2. Actions on a Ticket</span></strong></p><p><br></p><p><strong>Escalate to 2nd Line</strong> - This will move the ticket to the Unassigned Queue for the 2nd Line Team. </p><p><strong>Email User</strong> - This will email the end-user from the ticket. </p><p><strong>Private Note</strong> - This will leave a note on the ticket that is hidden on the end-user portal.</p><p><strong>Create Appointment</strong> - This will allow you to create an appointment which is linked to the ticket and the agent/end user by default.</p><p><strong>Create Quote</strong> - This will allow you to raise a quote from the ticket/opportunity. </p><p><strong>Re-Assign</strong> - This will allow you to move the ticket to a different Team/Agent.</p><p><strong>Close Ticket</strong> - This will resolve the ticket and give you the option to toggle on or off the email user option.</p><p><br></p><h5><strong><span style="color: rgb(0, 0, 0); font-size: 14pt;">Respond Button</span></strong></h5><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0NzQ5NWEyLTQ2ZjEtNDQ3MC04Y2Y2LTIyMmQ3NGVhOWZlYiJ9.IzBW5kpvZVCnMz_nPod62vnkLv43zpukxwgH83-nA44" class="fr-fic fr-fil fr-dib" width="533" height="275"></p><p><strong><span style="font-size: 10pt;">Fig 3. Respond Button</span></strong></p><p><br></p><p>Tickets which have not yet been responded to have an additional system action called the <strong>Respond</strong> button. When hitting this button you complete 3 actions:</p><p><br></p><ol><li>Moves to ticket to your queue if you have a queue within the team.</li><li>Changes the status of the ticket to In Progress.</li><li>Marks the actual response time, if you are within or outside of SLA you can see it on the right hand side of the ticket.</li></ol><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkNTVmOTY1LTcwZjItNGFiYS1iOTI2LTVjYzEwZGFjY2FmMiJ9.dDwjKbdeBoQdPF1oSXQ0EIY-mxdXt4kT94Drbwqj2YM" class="fr-fic fr-fil fr-dib" width="365" height="288"></p><p><strong><span style="font-size: 10pt;">Fig 4. Actual Response Time - Green is within, red outside of SLA</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">SLA Option for Response Timer</span></strong></p><p>There is an option for updating the response time, as shown below. When this setting is disabled, the response timer is based on the time the ticket was logged. When checked, putting the ticket on SLA hold will also push the response time back by the amount of time the ticket is on hold, if not already responded to.</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE0ZWQ4MmIzLTczODItNDc2ZC1hYTViLWNkNTVmMTg4OTAxMiJ9._URlcFprC7EwsowXBKGmev0UJZzuU-JdspRk4OV1BME" class="fr-fic fr-fil fr-dib" width="447" height="43"></strong></p><p><strong><span style="font-size: 10pt;">Fig 5. SLA General Settings checkbox</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Ticket Screen</strong></span></p><p>When working on a ticket, there are 4 main areas of the screen to break down:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2YWFjNDk4LTJjNDktNGIyZS1iOTdmLTE4ZWZjNDBmMDFhMCJ9.iluqqfSXz6hY3KYsKq6N8BT7qBroTZjsbfYvGKN_H8s" class="fr-fic fr-fil fr-dib" width="981" style="width: 983px; height: 520.99px;" height="521"></p><p><strong><span style="font-size: 10pt;">Fig 6. The ticket screen</span></strong></p><p><br></p><ul><li><strong>1 - The Progress Tab </strong>- This is where all internal/external communications will be added and will be the place to go to in order to view any recent or historical updates to the ticket. Additional viewing options allow you to specify what information you would like to see on the progress pane:</li></ul><p><br></p><p><strong><span style="font-size: 12pt;">Options for Viewing Ticket Progress</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1NDNlZTI5LWRjM2YtNGU3NC1iYmVlLWNhZDQyNzJkNzI5NiJ9.LBkgIJVymkwgT_2oNojhYFgZ5Lxev6-6jCE-2WLHw20" class="fr-fic fr-fil fr-dib" width="274" height="183"></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 7. View selection for ticket progress</span></strong></p><p><br></p><ul><li><strong>2-Ticket Information</strong> - Core ticket information will be displayed here including: SLA info-Service Level Agreement, Priority and Response/Resolution compliance, Ticket Type, Current Status, Assigned Team/Agent, Time Recorded.</li><li><strong>3-User Details</strong> - Clickable links to the ticket's end-user, site and client can be found here along with the ticket timer, which can be used to track time when actioning a piece of work for a client.</li><li><strong>4-Actions </strong>- Actions determine what can be done on a ticket and allow your agents to communicate and subsequently resolve tickets.</li></ul>
