<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 data-pasted="true"><strong>- An Overview of Viewing Tickets</strong></p><p data-pasted="true"><strong>- Levels of Filtering and Customising the Ticket View </strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">An Overview of Viewing Tickets</span></strong></p><p>There are various customisation options in Halo to organise where different tickets show and how agents can view them. Allowing you to configure your service desk to be optimal for your agents and teams. In this guide we will provide an overview of each level of ticket view customisation. For more information on each level please refer to the associated guide. </p><p><br></p><p>Figure 1 shows an example of how an agent may view a ticket. We have highlighted the elements that make up this view. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkM2ZiMDNhLTAzNTQtNGMxNi1iZDZkLTBkY2E4M2ZhZmZiNiJ9.N31YiXbsUc-j2ff_uAtiit8zk2_Xl1sAiCvapmDRcUA" class="fr-fil fr-dib" width="1302" style="width: 1304px; height: 696.547px;" height="697"></p><p><strong><span style="font-size: 10pt;">Fig 1. Example Ticket View</span></strong></p><p><strong><br></strong></p><p><strong>1 (Red) - </strong>This is the area the ticket is in. Areas are able to be selected from the navigation menu.</p><p><strong>2 (Yellow) - </strong>This is the view selected for the ticket. Controlling how you would like tickets in this area to be organised. </p><p><strong>3 (Blue) -</strong> This is the column profile for the tickets. This shows properties of each ticket at a glance.</p><p><strong>4 (Green) -</strong> Filter Profile. This filters the ticket results on the page based on set criteria. </p><p><br></p><p><strong><span style="font-size: 14pt;">Levels of Filtering and Customising the Ticket View </span></strong></p><p><strong><span style="font-size: 12pt;">Ticket Areas</span></strong></p><p><span style="font-size: 11pt;">Ticket areas are a way of organising tickets into different modules on the left hand sidebar of the agent application. Areas will have filters to control which tickets show in this area. These are typically organised based on the teams that will be accessing the tickets, or based on the type of ticket. For example, you may have a sales area, containing opportunity tickets, an incidents area, containing problem and incident tickets and a requests area, containing all change and service request tickets.</span></p><p><strong><span style="font-size: 12pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhYTE4MzBkLWZjNzgtNDBlZS1iMDJlLWI1MTMxOTgyNjg1MyJ9.j8rKGXE29NPxL8B0F_fNLYJOJB9OSwX4PsVk8OqCBqM" class="fr-fic fr-fil fr-dib" width="67" style="width: 69px; height: 488.804px;" height="489"></span></strong></p><p><strong>Fig 2. Ticket Areas</strong></p><p><br></p><p><br></p><p>For information on how to set up and customise ticket areas checkout our dedicated guide: <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1937/" data-pasted="true">Ticket/Client Areas</a>.</p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Views</span></strong></p><p>Each ticket area will typically contain a large variety of ticket. Therefore ticket views are used to organise tickets within an area, allowing agents to easily find the tickets they need in this area. The view you select will determine how tickets are grouped together. Options here include:</p><ul><li>Tickets By Team</li><li>Tickets By Agent</li><li>Tickets By Type</li><li>Tickets By Status</li><li>All Tickets</li><li>My Lists</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2YjNlZTE2LTI3YWMtNDUzNy1hZWFkLWE5N2Y4NWZmNjkyMiJ9.G3lsTcogDyERuzd9oO1D6OfK8LRVua_xMDuClT7gVX4" class="fr-fic fr-fil fr-dib" width="424" height="619"></p><p><strong><span style="font-size: 10pt;">Fig 3. Ticket Views</span></strong></p><p><br></p><p>Each view will contain further options, allowing you to filter the tickets shown based on the grouping selected. For example, if selecting 'Tickets by Team' this will show tickets organised into the teams they are assigned to. You can then select a particular team to only show (filter) the tickets assigned to this team. </p><p><br></p><p>Custom ticket lists can be created here to show tickets based on custom criteria. </p><p><br></p><p>For more information on ticket views checkout our dedicated guide: <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1933/" data-pasted="true">Ticket Views</a>. </p><p><br></p><p><strong><span style="font-size: 12pt;">Column Profiles</span></strong></p><p>Once a ticket view has been selected, a list of tickets will be shown. A snapshot of information will be shown about each ticket to help agents identify the ticket they need. Column profiles will control the information that is shown here. These can be customised and defaulted per area. Agents can also choose their own column profile if they have a preference of information they would like to see. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0ZTNiN2YyLWQ3YjEtNDlhYS1hZTI5LWIxYzgzNGUzNGYzYiJ9.bEAHv1PSNuL0bslLMH4-3SqSApTF4j63tlkVrQDSuz8" class="fr-fic fr-fil fr-dib" width="1137" style="width: 1139px; height: 327.813px;" height="328"></p><p><strong><span style="font-size: 10pt;">Fig 4. Columns set by Column Profile</span></strong></p><p><br></p><p>A display type can also be chosen to change how this ticket information is presented. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2ZTdiMWE1LWMzMzgtNDRlMC1hMzNiLTY5Zjc5Zjk2NjE1NSJ9.ucT7bu9m9Jj-dfixlcjy6WmhYGwo67k20z3xMHP6e5E" class="fr-fic fr-fil fr-dib" width="277" style="width: 279px; height: 294.081px;" height="294"></p><p><strong><span style="font-size: 10pt;">Fig 5. Display Types</span></strong></p><p><br></p><p>For information on column profiles and display types checkout our dedicated guide: <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1936" data-pasted="true">Column Profiles</a>.</p><p><br></p><p><strong><span style="font-size: 12pt;">Filter Profiles</span></strong></p><p data-pasted="true">Filter Profiles allow you to filter for specific tickets within a ticket area, after selecting a view. An example of this would be the "Open Ticket" filter. This would filter the tickets returned in the list and only show tickets which you do not have a status of "Closed".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5MWI4MThhLTVlNjItNDNmZS1hMDVjLWRjM2U2ODc1NjA2ZiJ9.Ipg2tjN1BTEGyLBSFsg0hAdhnogKQu-7JzBcMu_y8rE" class="fr-fic fr-fil fr-dib" width="402" style="width: 404px; height: 249.553px;" height="250"></p><p><strong><span style="font-size: 10pt;">Fig 6. Filter Profiles</span></strong></p><p><br></p><p>Ticket filters are available out of the box, but you can also create your own custom filters. </p><p><br></p><p>For information on filter profiles checkout our dedicated guide: <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1935/" data-pasted="true">Filter Profiles</a>. </p><p><br></p>
