<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>- Marking a Customer as Important</strong></p><p id="isPasted"><strong>- Configuring VIP Popups</strong></p><p><strong>- Ticket Rules with Important Customer/User</strong></p><p><strong>- VIP Users as Site Contacts</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1415/" target="_blank" rel="noopener noreferrer"><strong>General Settings (Users)</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/878/" target="_blank" rel="noopener noreferrer"><strong>Customer, Site and User Records </strong></a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2127/" target="_blank" rel="noopener noreferrer"><strong>Customer Relationships Setup</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1923/" target="_blank" rel="noopener noreferrer"><strong>Ticket Rules</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Marking a Customer as Important</span></strong></p><p>In the Customers area, select a customer and Edit. Scroll until you see a checkbox called "Important Customer" and turn this on. This will either be in the right hand side, or in a "Details" tab along the top. This will also show a star icon in the top right of the customer's logo.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzOTMwMzQwLTc0NTQtNDRkZC1iZDUzLWRlZDI1Nzk2OGQyYyJ9.pMBB3ZUUfB-GW9tdyB3JflcTJWA-Xxun9NAuaKB_DyY" class="fr-fic fr-fil fr-dib" width="993" style="width: 995px; height: 487.888px;" height="488"></p><p><strong><span style="font-size: 10pt;">Fig 1. Marking a customer as important.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring VIP Popups</span></strong></p><div id="isPasted"><span style="font-size: 11pt;">In Configuration > Tickets > General Settings, enable "Display popup if End-User is a VIP or Service User".</span></div><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxODkzY2UyLTkwZTgtNDRlMy1iMzFhLTZlOTdlODEzNmM1NSJ9.RLwPddyglIIVunP2RCSXWPcecxCaUP3P46xYbFbvzGg" class="fr-fic fr-fil fr-dib" width="597" height="345"></span><span style="font-size: 10pt;"><strong>Fig 2. Enabling popups.</strong></span></p><div><br></div><div><span style="font-size: 11pt;">An end-user can be marked as important (VIP) from this checkbox in the "Permissions" tab.</span></div><p><br></p><div style="border: 0px;font-style: normal;font-weight: 400;font-size:12pt;line-height: inherit;font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif;margin: 0px;padding: 0px;vertical-align: baseline;color: black !important;text-align: start;text-indent: 0px;background-color: rgb(255, 255, 255);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkNjNlMTgwLTQ5YzctNDg1OC1iMmRlLTczMjBiOThjNDAxNiJ9.OZvIi4virApPJYnQuOORnsJJ3-yIjstq5aaw7jXcLZM" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 483.408px;" height="483"></div><div><span style="font-size: 10pt;"><strong>Fig 3. This User is an Important contact checkbox in Permissions tab.</strong></span></div><p><br></p><p>This can also be done with a user role in Configuration > Users > User Roles, and then assigning the role to each user you wish to make an important contact.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhMTdiNWZkLWJmN2QtNDVjNS05MzM4LWMzYTM4NjBhNmY4ZCJ9.E6gDyfw1OdsyyzH3kfB-1qz2t43lpE_pMRrfOZDHU4s" class="fr-fic fr-fil fr-dib" width="978" style="width: 980px; height: 477.974px;" height="478"></p><p><strong><span style="font-size: 10pt;">Fig 4. User role.</span></strong></p><p><br></p><p>This popup will then appear in the bottom left when either logging tickets or viewing tickets logged by a VIP user. When searching for a user to log the ticket against, important users will appear higher in the list. They will also have the star icon next to their profile picture like customers do.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjMmFjYWNmLTYxYTEtNDE5MS1hYzA4LTUzYzU0NTI1YTZiNiJ9.riiEgvqwND0YoLyjltnalPM2z6LFIpGg6163PhdtI7o" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 481.388px;" height="481"></p><div><strong><span style="font-size: 10pt;">Fig 5. End-User is a VIP popup on ticket logging screen.</span></strong></div><p><br></p><p><strong><span style="font-size: 14pt;">Ticket Rules with Important Customer/User</span></strong></p><div><span style="font-size: 11pt;">Ticket rules can have criteria of an important user or an important customer. This will allow the ability to update the ticket fields such as team, status or SLA.<br><br>Ticket rules can be created in Configuration > Tickets > Rules.<br><br>This is a useful feature for escalating tickets to treat it as a higher priority if the customer/user who logged it is a VIP.<br><br></span><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmNWJhMjE5LTAwZDMtNDdiMi1hMzRjLThlNmUyYmU1OTUyNyJ9.2sHdYTIUbReCSAe4T_fXYtNGwTHurgJE6ACl3QoCbNI" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 481.652px;" height="482"></div><p><strong><span style="font-size: 10pt;">Fig 6. Important Customer and Important User ticket rule criteria.</span></strong></p><p><br></p><p><span style="font-size: 11pt;" id="isPasted">The criteria can also be based on your own configured customer relationships - either be "Is equal to", "Has a value", "Does not have a value", "Includes", and "Does not include", and then can choose one or more.</span></p><p><br></p><p><span style="font-size: 11pt;">You can learn how to configure these with the "Customer Relationships Setup" guide linked at the top of this article.</span></p><p><br></p><p><span style="font-size: 11pt;">Customer relationships can be useful to split VIP customers into groups for instance. You may have a group of VIPs due to being high-value customers, and another who are retention efforts and require more time to retain them happily. Using the relationships feature will allow you to separate these customers and target each group more effectively.<br></span></p><p><br></p><p><strong><span style="font-size: 14pt;">VIP Users as Site Contacts</span></strong></p><p>Users marked as an important contact will also become listed as "Site Contacts" in the address book.</p><p><br></p><p>On an email action, click the "To" to open the address book.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwOTg1MDcwLWZjODctNGU1OS1hNTc5LTI3NDFhNzZlOTVhNSJ9.atnb5oTMkYBVS3-bK2hJSJ-DkN8RO2pZnWdThCOmSN8" class="fr-fic fr-fil fr-dib" width="961" height="460"></p><p><strong><span style="font-size: 10pt;">Fig 7. Opening the address book on an email action.</span></strong></p><p><br></p><p>This popup will then show. Changing the dropdown to "Site Contacts" shows the name and email address of any important contacts at the site associated with the ticket. This is useful for CCing in these users on important emails.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkOTVjNWFkLTUxMjUtNDBmNy1iNmE1LWMwMTVlOThmNDExZiJ9.x4WoFIPYU2tBHVgZwizPpqRIBSzGzFGj-BjK8L1ksGo" class="fr-fic fr-fil fr-dib" width="984" style="width: 986px; height: 482.713px;" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 8. List of site contacts in the address book.</span></strong></p><p><br></p>
