<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>- Ticket Layout Overview</strong></p><p><strong>- Customise if and how the Workflow Stages of the Ticket Appear</strong></p><p><strong>- Customise How to Progress Feed Looks/is Organised</strong></p><p><strong>- Customise how the SLA Timer displays</strong></p><p><strong>- Customise when the Sidebar shows and the Information that shows here</strong></p><p><strong>- Customise the Information that is shown within the Ticket Details</strong></p><p><strong>- Other Customisation Options</strong></p><p><br></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li data-pasted="true" style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/2739" target="_blank" rel="noopener noreferrer" style="font-weight: bold;">Customising Ticket Views in Halo</a></strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/2364" target="_blank" rel="noopener noreferrer" style="font-weight: bold;">Ticket Tabs</a></strong></li></ul><p><br></p><p><br></p><p>When viewing Tickets in Halo the layout and information shown on the ticket can be customised to fit your preferences and requirements. In this guide we will outline the different options available for customising how your tickets look. We will not cover all of the tabs that can appear within a ticket, as we have a dedicated guide on this <a href="https://usehalo.com/haloitsm/guides/2364" target="_blank" rel="noopener noreferrer">here</a>. </p><p><br></p><p><strong><span style="font-size: 14pt;">Ticket Layout Overview</span></strong></p><p>When viewing a ticket in Halo you will see some or all of the components highlighted in Figure 1.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhMGM3YTExLWMyZDYtNGNkNC1iZjkwLWI3YWE3ZTM2OWJjMyJ9.CfB3adICAns0GM4fP1glJs0WySdRVhE4gUHE6VxiCGQ" class="fr-fic fr-fil fr-dib" width="1976" style="width: 1978px; height: 1007.21px;" height="1007"></p><p><strong><span style="font-size: 10pt;">Fig 1. Annotated Ticket Layout</span></strong></p><p><br></p><p>The ticket components highlighted in Figure 1 are as follows:</p><p><strong><span style="color: rgb(226, 80, 65);">Red (1) -</span></strong> Workflow Stage, this shows stages of the workflow the ticket is using and the current stage the ticket is in. Useful for monitoring the progress of the ticket.</p><p><strong><span style="color: rgb(251, 160, 38);">Orange (2) -</span></strong> Progress feed, this shows the actions that have been completed on the ticket. Allowing you to see what work has been completed so far.</p><p><strong><span style="color: rgb(147, 101, 184);">Purple (3) - </span></strong>SLA Timer, this shows the SLA information for the ticket. Allowing agents to see SLA targets and how long is remaining.</p><p><strong><span style="color: rgb(65, 168, 95);">Green (4) -</span></strong> Ticket Icon and Ticket ID, this shows an icon to represent a ticket is being viewed and the ID of this ticket. </p><p><strong><span style="color: rgb(41, 105, 176);">Blue (5) - </span></strong>Side Pane, this holds additional information about the ticket, separate to the progress feed. This pane will be pinned to the side of the screen so it remains visible even as the agent scrolls through the progress feed or navigates to other tabs. The pane can be collapsed/expanded as needed. </p><p><strong><span style="color: rgb(255, 105, 180);">Pink (6) -</span><span style="color: rgb(255, 192, 203);"> </span></strong>Ticket Details, this is key information about the ticket. This is stored separately for increased visibility. </p><p><br></p><p><strong><span style="font-size: 14pt;">Customise if and how the Workflow Stages of the Ticket Appear</span></strong></p><p><strong><span style="font-size: 12pt;">Show/Hide Workflow Stages</span></strong></p><p>To toggle if workflow stages appear on a ticket head to Configuration > Tickets > General Settings > use "Workflow Progress Visual".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiMjIxYjdhLTYwYTgtNGJkNi1iZmZmLTE5Mzg1MjViN2RhYiJ9.tjA7lMcgXP-zyklIK9CVXhEnRDvIdnmU6-npkRUuvJc" class="fr-fic fr-fil fr-dib" width="2011" style="width: 2013px; height: 477.829px;" height="478"></p><p><strong><span style="font-size: 10pt;">Fig 2. Setting to Toggle if Workflow Stages show on tickets</span></strong></p><p><br></p><p>To hide the workflow stage display set this to "Do not Show".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMzZDk1OTA0LTQ5Y2EtNGI2Ni04YTliLWFkMGQ4ODBhMjYzYyJ9.TWMJIaprOGR8ccqaR-p_bWSjXAsq4W_3yPW-dTnOkTI" class="fr-fic fr-fil fr-dib" width="1860" style="width: 1862px; height: 513.428px;" height="513"></p><p><strong><span style="font-size: 10pt;">Fig 3. Ticket with Workflow Stage display hidden</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Change how the Workflow Stage Display Looks</span></strong></p><p>The workflow stage display can use the standard display (Figure 3) or the chevron display (Figure 4). </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhNzljZGVkLThkODQtNGViNS05ZDZlLTFiMjZkMmIyM2Q2YyJ9.Y7gGYUspB_bpVRMEl_SdpQBnLjsi_MEhfNp6QcLN1ak" class="fr-fic fr-fil fr-dib" width="1863" style="width: 1865px; height: 537.917px;" height="538"></p><p><strong><span style="font-size: 10pt;">Fig 3. Default Workflow Stage Display </span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyOTlkMWEyLTc2NGQtNGYzMS1hYWQzLTZjOGVlYzg1ZDEzMyJ9.YQDfAP5DSPizjKb3l0HHKj9T67AyI4zLbG7E-fn-gu0" class="fr-fic fr-fil fr-dib" width="1859" style="width: 1861px; height: 584.698px;" height="585"></p><p><strong><span style="font-size: 10pt;">Fig 4. Chevron Workflow Stage Display </span></strong></p><p><br></p><p>Toggle between these two views using the setting "Workflow Progress Visual" found under Configuration > Tickets > General Settings (Figure 2) </p><p><br></p><p><strong>Use Stage Start vs End Dates in Chevron View</strong></p><p>When using chevron view you will be able to see the dates the ticket started or finished each of the workflow stages. To toggle between showing start or end dates here, use the setting "Workflow progress display type" found under Configuration > Tickets > General Settings. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2NGI0Yjg5LWZhNTItNDU4My1iZWY4LTNmN2Q5Yzk5YjQ1NyJ9.4ebcygBMf4taFdbdeYlvQIC2HkcRvP2pYQoJ5NZp6ss" class="fr-fic fr-fil fr-dib" width="1857" style="width: 1859px; height: 439.331px;" height="439"></p><p><strong><span style="font-size: 10pt;">Fig 5. Setting to Control if Chevron Workflow Stage Display uses start or end dates</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Control where the Workflow Stage Display sits</span></strong></p><p>The Workflow Stage Display can either sit within the progress Feed tab (Figure 6) or above the progress feed (and other tabs) (Figure 4).</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5ZmEzNDUyLTRiNjItNDRiOS04NjkwLTU5NjA2NWViYzgzZSJ9.CjiHbCcH9RJQKMb1XjO8umi9kICnDrra5sNPHy7uGzI" class="fr-fic fr-fil fr-dib" width="1875" style="width: 1877px; height: 573.643px;" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 6. Workflow Stage Display inside ticket Progress Feed</span></strong></p><p><br></p><p>To toggle where the Workflow Stage Display sits use the setting "Ticket details title and workflow display" found under Configuration > Tickets > General Settings. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2MmZmMjAxLTc4MzgtNDk5Ny1hODdiLTIxNjE4MTBlZjA5NiJ9.jCucycGiJrTUs7JhenhY-gKhvDDyKrKKLDhKoi7ETmo" class="fr-fic fr-fil fr-dib" width="1876" style="width: 1878px; height: 417.833px;" height="418"></p><p><strong><span style="font-size: 10pt;">Fig 7. Setting to adjust where the Workflow Stage Display on Tickets sits</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Customise How to Progress Feed Looks/is Organised</span></strong></p><p><strong><span style="font-size: 12pt;">Set Actions to be in their own/the same Container </span></strong></p><p>Actions within the Progress Feed can either each be in their own container (Figure 8) or all in the same container (Figure 9).</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4NTVkNzBmLWIxZTYtNDAyZS1hM2M4LTQwN2RlYTk5YWE0ZiJ9.51aQORy9tynIvIB5cNIov4-p7VAsXtFedgpJDGPNfeQ" class="fr-fic fr-fil fr-dib" width="1884" style="width: 1886px; height: 593.648px;" height="594"></p><p><strong><span style="font-size: 10pt;">Fig 8. Each Action in it's own Container </span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1YWI2OGRjLTY5MDMtNDk3My1iMmM5LWMwMzdjYWU2M2I5OSJ9.yyQCLXtEMCyqi_QUs2_0nGhtdzaA0MZKrzFLXHlSb8c" class="fr-fic fr-fil fr-dib" width="1886" style="width: 1888px; height: 595.158px;" height="595"></p><p><strong><span style="font-size: 10pt;">Fig 9. Actions in the same Container</span></strong></p><p><br></p><p>To toggle if they are in the same container or not use the setting "Progress tab style" found under Configuration > Tickets > General Settings. Where the option "Standard" will result in actions being in the same container.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4N2QwOGRhLTYwYmMtNDY1NC04M2JjLTNiYjM4ZjlmMTdiNyJ9.1w0C2pIrL5-fdEFA47WbCnvWh6AGUkoWXLFbdg4RVIw" class="fr-fic fr-fil fr-dib" width="1890" style="width: 1892px; height: 308.56px;" height="309"></p><p><strong><span style="font-size: 10pt;">Fig 10. Setting to Toggle if Actions are in the same Container</span></strong></p><p><br></p><p>Keep in mind if the Workflow Stage Display is set to sit inside the Progress Feed actions will always be in the same container. The setting shown in Figure 10 will not be available. </p><p><br></p><p><strong><span style="font-size: 12pt;">Organise Actions based on their Communication Channel (Email vs SMS vs internal)</span></strong></p><p>All actions logged on a ticket will show in the progress feed but you can enable additional tabs that shows actions based on the communication channel the action was logged using. Useful if you have various forms of communication occurring in a single ticket as you can track each conversation separately. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0ZjJjOWU0LWM4NGEtNDZkZC1iMmNkLWFhODc4ZWMwZjVmNiJ9.qyM4o0AzHY9_rHd1-1Ur34ee7pSW7_vCiCPzGmQUl34" class="fr-fic fr-fil fr-dib" width="1706" style="width: 1708px; height: 772.182px;" height="772"></p><p><strong><span style="font-size: 10pt;">Fig 11. Additional tabs for each communication channel</span></strong></p><p><br></p><p>Each of the tabs will only show actions that have been sent/received using that communication channel. The email tab for example will only show incoming and outgoing emails for the ticket. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4NjIxMTE2LTYxZjktNDYzNy05ZTRmLTMwZGU1ZDQwZGJiOSJ9.ZjbOLkOQOgpbOY_EdKYOAOmx4rstPfxVtnq78MYBS_s" class="fr-fic fr-fil fr-dib" width="1714" style="width: 1716px; height: 506.535px;" height="507"></p><p><strong><span style="font-size: 10pt;">Fig 12. Email communication channel tab</span></strong></p><p><br></p><p>To toggle this view on/off use the setting "Show a tab for each communication channel" found under Configuration > Tickets > General Settings. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyNzA5ZmY3LWQwZDUtNDVhZC1hMzdmLTMwYTYwYjYxMzhiYSJ9.XPtif2MmE-pi7Tc5Yda73Fdy1uiXNUHx_3j0ntg15Bw" class="fr-fic fr-fil fr-dib" width="1840" style="width: 1842px; height: 326.272px;" height="326"></p><p><strong><span style="font-size: 10pt;">Fig 13. Setting to show/hide a tabs for each communication channel on a ticket</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Customise how the SLA Timer displays</span></strong></p><p>The SLA timer can either show in the Ticket Details (Figure 14) or sit above the progress feed as a 'widget' (shown in Figure 15) for each ticket type.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmY2E3NjU3LTI4ZmEtNDRjZS1hMGYyLTJjY2YzYjE3MDA0MSJ9.AwZf2auIWzcDRBvL8gIynfuRCk4s0993h2iBoOVQUg0" class="fr-fic fr-fil fr-dib" width="1838" style="width: 1840px; height: 814.694px;" height="815"></p><p><strong><span style="font-size: 10pt;">Fig 14. SLA Timer in Ticket Details</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0NGEyZTBmLWRmMWMtNGJlNS1hMThlLWJjYTcxZWQ2OTdmOSJ9.zS00NX7b54qBMMsOK1FMZ3fMWAa37tNvLjQQ1YKVflw" class="fr-fic fr-fil fr-dib" width="1835" style="width: 1837px; height: 807.043px;" height="807"></p><p><strong><span style="font-size: 10pt;">Fig 15. SLA Timer as a Widget</span></strong></p><p><br></p><p>To toggle between these two available views head to Configuration > Tickets > Ticket Types > select a ticket type > Forms tab > toggle "Ticket Details Header Widget 1" and/or "Ticket Details Header Widget 2".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjMGI5NzUxLTI3YzYtNGFlMS1iNDgwLTcyOGQzYWZhYjQyYiJ9.yFt-RsS5W_yqCKEbaHAXgyHE2MeBHnobzBxp44zKXf0" class="fr-fic fr-fil fr-dib" width="1158" style="width: 1160px; height: 845.154px;" height="845"></p><p><strong><span style="font-size: 10pt;">Fig 17. Setting to control where SLA timer displays</span></strong></p><p><br></p><p>If either widget is set to "SLA Information" the SLA timer will show at the top of the ticket as a widget. If this is not selected for either widget <span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;" data-pasted="true">(if no widgets or other widgets are chosen) </span>the SLA Timer will show in the ticket details. </p><p><br></p><p><strong><span style="font-size: 12pt;">Show a Separate Progress Bar for Response an Resolution Targets</span></strong></p><p>The SLA Timer can show a single progress bar (Figure 18) to represent how long an agent has left to meet the response target, once the response target is met, this bar will represent how long an agent has left to meet the resolution target. Alternatively it can show two bars at once (Figure 19), one for the response target, the other for the resolution. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVlNDI3NDZiLTQ5N2ItNGEzMC1iYWRlLTZkNTdjMGI1MjQwZCJ9.3El5Jxg3PHEul08ZPuY4smswZiw90riJF5MuYWTOdEY" class="fr-fic fr-fil fr-dib" width="1692" style="width: 1694px; height: 538.198px;" height="538"></p><p><strong><span style="font-size: 10pt;">Fig 18. SLA Timer with Single Progress Bar</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU3ODUzZTgyLTVhODYtNGJkMS04NTVlLTZhOGUzYTBjZDhjMyJ9.3wVrnC1IHD8A6sEJM6MPBsVM9p2ZrVOLYvLrXwNqHOg" class="fr-fic fr-fil fr-dib" width="1684" style="width: 1686px; height: 587.636px;" height="588"></p><p><strong><span style="font-size: 10pt;">Fig 19. SLA Timer with Two Progress bars</span></strong></p><p><br></p><p>To toggle between these options use the setting "Show a separate progress bar for Response and Resolution on the Ticket Details screen" found under Configuration > Tickets > General Settings. </p><p><br></p><p>When using two progress bars on the SLA Timer, the timer will </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkNTlkNGE0LTcwYzMtNGM4Zi1hM2QwLWQ1MWFhMWJmMTlmOSJ9.o07sVb6SZ9OccYNU_ez47ohIEpby-H1hh9zCuFcH-10" class="fr-fic fr-fil fr-dib" width="1708" style="width: 1710px; height: 356.216px;" height="356"></p><p><strong><span style="font-size: 10pt;">Fig 20. Setting to Show two SLA Progress bars</span></strong></p><p><br></p><p>Keep in mind, a progress bar will hide once the target is met, therefore when using two SLA Progress bars, once each of the respective targets is met it's progress bar will be hidden. </p><p><br></p><p><strong><span style="font-size: 12pt;">Show SLA Target Countdown</span></strong></p><p>An SLA Target Countdown widget can be added to each ticket type to show how many real time days/hours/minutes the agent has to meet SLA targets. This is shown in Figure 21. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0NmZmNmUyLTNhMzMtNDllMC1iYTBhLTUzODVmZGE4MzI4NiJ9.wGiyyIMeyzY2rz6970WjZdBIDRpSjtTWFVIUfQZgSQs" class="fr-fic fr-fil fr-dib" width="1720" style="width: 1722px; height: 761.185px;" height="761"></p><p><strong><span style="font-size: 10pt;">Fig 21. SLA Target Countdown widget</span></strong></p><p><br></p><p>To have this show on a ticket head to Configuration > Tickets > Ticket Types > select a ticket type > Forms tab and choose "SLA Target Countdown" in "Ticket Details Header Widget 1" or "Ticket Details Header Widget 2".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhZDk2NjEwLTFjZjUtNDc5YS1iZGU5LWQ4MmVhOTZhN2Y4ZSJ9.2mgK6dL51ZmJWM1R6_hC5f8JW7WcYVbewv1Zb1fFjKM" class="fr-fic fr-fil fr-dib" width="1387" style="width: 1389px; height: 739.395px;" height="739"></p><p><strong><span style="font-size: 10pt;">Fig 22. Add the SLA Target Countdown Widget to a ticket type</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Customise when the Sidebar shows and the Information that shows here</span></strong></p><p><strong><span style="font-size: 12pt;">Default if the Sidebar is Expanded or Collapsed</span></strong></p><p>The sidebar can be set to be expanded or collapsed by default for each ticket type. When the sidebar is shown, you will see the Ticket Details pinned to the right hand side of the screen These will remain visible even when navigating to other tabs in the ticket, unless agents collapse this. It can be useful to use the sidebar as it makes key information about the ticket easily accessible but if you find this makes the screen too busy (such as when working on smaller screens), you can collapse the sidebar using the collapse icons shown in Figure 23.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkODE1ZTM5LTlkNDctNDY2NS1iYWM0LTNhM2Q5MmY1ZGQxNiJ9.csNIeGI-kgh5cfvLSQocqujdsVY3OFvMtveGN9CpCyA" class="fr-fic fr-fil fr-dib" width="1822" style="width: 1824px; height: 928.465px;" height="928"></p><p><strong><span style="font-size: 10pt;">Fig 23. Ticket Sidebar</span></strong></p><p><br></p><p><strong><em>Note: When the Sidebar is collapsed, the information in it will instead be available in a separate tab, until it is expanded again. </em></strong></p><p><br></p><p>To default if the sidebar is expanded/collapsed when initially opening a ticket head to Configuration > Tickets > Ticket Types > Forms tab > toggle "Default the ticket sidebar to collapse". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiMjMzYTgzLWEzYTItNDIwMi1hOTJkLTgwMDQ5ZDI1MjE5MiJ9.d4hPKIhboirX3wfrlUloFcR3WmZlJpHmriL8Xzp0WeE" class="fr-fic fr-fil fr-dib" width="1825" style="width: 1827px; height: 505.419px;" height="505"></p><p><strong><span style="font-size: 10pt;">Fig 24. Setting to control if the sidebar is collapsed or not by default for tickets of this type</span></strong></p><p><br></p><p>When checked, the sidebar will be collapsed by default.</p><p><br></p><p><strong><span style="font-size: 12pt;">Hide the Sidebar</span></strong></p><p>If you would not to use the Sidebar at all for certain ticket types you can remove the Sidebar and instead have all ticket details shown in a tab.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJiYzBjZWRmLWExYzgtNDA4Ni05ZGU0LTZhNTM5NTQ0ZTVmNSJ9.9nWdma4BONgbSFdJDhQxSE7YwjsgmSKh-oB_a4tdh0Y" class="fr-fic fr-fil fr-dib" width="1817" style="width: 1819px; height: 829.607px;" height="830"></p><p><strong><span style="font-size: 10pt;">Fig 25. Ticket Details showing in Tab when Sidebar removed</span></strong></p><p><br></p><p>To remove the Sidebar head to Configuration > Tickets > Ticket Types > select a ticket type > Forms tab > set "Maximum number of Sidebar Columns" to be "0".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU1MjM0NjZkLWYyMWYtNDUxYy05ZTIzLWVlNjYwMzdiOTNiOCJ9.fSNfSaEVFyo6Mr31MsPDC5QNi91WdUmR_p-19m9a68E" class="fr-fic fr-fil fr-dib" width="1825" style="width: 1827px; height: 966.706px;" height="967"></p><p><strong><span style="font-size: 10pt;">Fig 26. Maximum number of Sidebar columns set to 0</span></strong></p><p><br></p><p><strong><em>Note: This setting (and the ability to disable the Sidebar) will only be available when the "Sidebar Content" is set to be "Details". </em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Show the Progress Feed in the Sidebar </span></strong></p><p>The Progress Feed of the ticket can be set to be shown in the sidebar, rather than in it's own tab, with the ticket details then showing in their own tab instead ('swapping' them over).</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0MjIzOWU4LTNmODctNDMzZi1iN2IyLTkwZWMyMDU1ZmFhMSJ9.ccbFU_eKkx5BxLHY-ozwTJ8wfhJIsYWPARnwTfrXHJc" class="fr-fic fr-fil fr-dib" width="2025" style="width: 2027px; height: 1030.68px;" height="1031"></p><p><strong><span style="font-size: 10pt;">Fig 27. Progress Feed in Sidebar</span></strong></p><p><br></p><p>To show the progress Feed int he Sidebar head to Configuration > Tickets > Ticket Types > Forms tab > set "Sidebar Content" to "Progress". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkYWE5MjIyLWM3ZWMtNDA5OS04ZTY3LTFjMmViODI0ZmJkYyJ9.jULSs_6f4B-ehD0IOFbkpI6yZUn-K-0NZrnnWlxnLCk" class="fr-fic fr-fil fr-dib" width="1849" style="width: 1851px; height: 828.706px;" height="829"></p><p><strong><span style="font-size: 10pt;">Fig 28. Set the Progress Feed to show in the Sidebar for Tickets of this Type</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Set How many Sidebar Columns there are</span></strong></p><p>When Ticket Details are set to show in the Sidebar, you can choose how many columns are used to organise these details in the Sidebar. Figure 29 shows the sidebar using two columns, Figure 30 shows it using one. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzMTQyZDBiLWI4MjAtNDhmNC05ZjI1LWU5NmI5OGVmODAzZiJ9.nmWF-8sIzPw0Ed226KxR4gNE9-UujPVxnCS2zKqqWX4" class="fr-fic fr-fil fr-dib" width="1798" style="width: 1800px; height: 913.3px;" height="913"></p><p><strong><span style="font-size: 10pt;">Fig 29. Sidebar with two columns</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1MzJkNmE3LTYzMTUtNGFhNy1hNGJhLTFjOTJhYTFjNDE5MCJ9.uA8TvnSNmxDTb8kHiZoOuJGThtwuGCcre3pur7vEMQA" class="fr-fic fr-fil fr-dib" width="1802" style="width: 1804px; height: 918.481px;" height="918"></p><p><strong><span style="font-size: 10pt;">Fig 30. Sidebar with one column</span></strong></p><p><br></p><p>Set how many columns are used per ticket type, under Configuration > Tickets > Ticket Types > Forms tab > toggle "Maximum number of Sidebar Columns".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxOGYwMjBmLWIxOGUtNDYxZC05MGI0LWQ5OGQzODIxYzI5ZiJ9.MT__BilXSaXFdyf7WcIYH_bI3vGLjGUZaKUIjgMMqcE" class="fr-fic fr-fil fr-dib" width="1788" style="width: 1790px; height: 922.143px;" height="922"></p><p><strong><span style="font-size: 10pt;">Fig 31. Set how many columns are used in the Ticket Details</span></strong></p><p><br></p><p>When using two columns one column will contain information about the ticket, the other will contain all the information about the end user (or entities relating to the end user) of the ticket. </p><p><br></p><p><strong><span style="font-size: 14pt;">Customise the Information that is shown within the Ticket Details</span></strong></p><p><strong><span style="font-size: 12pt;">Show/Hide "Other Open Tickets" for User, Site, Customer, Asset, Organisation and Supplier Tickets </span></strong></p><p>The "Other Open Tickets" section in the Ticket Details shows other tickets that are currently open for the same user, site, customer, asset, organisation or supplier as this ticket. The dropdown here allows you to toggle between the other open tickets for each of these entities.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmYWYzOTMxLTQ2OWMtNGZiMy05ZTIzLTA0ZDlkYTgyOTZiZiJ9.XgmFfZ03mGUqcFNYG6G2EsUpGqjDzntIwY_3L2xkfRc" class="fr-fic fr-fil fr-dib" width="1798" style="width: 1800px; height: 909.062px;" height="909"></p><p><strong><span style="font-size: 10pt;">Fig 32. Toggle between the other open tickets for different entities</span></strong></p><p><br></p><p><strong><em>Note: The asset option in the dropdown will only show if the ticket has a related asset.</em></strong></p><p><br></p><p>To toggle if "Other Open Tickets" show, and which entities you can view other open tickets for, head to Configuration > Tickets > Ticket Types > select the ticket type > Settings tab > Related Activity section. Here, you can use the checkboxes highlighted in Figure 33 to toggle the information in this section. If none are enabled, the section will not show on the ticket type. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhMGE0MjYyLWQxNGEtNGI4Ni05MjVjLTA3NWU1Zjc0MTIyZCJ9.OW0A-EkUoWKPHcnOktk6uO5Cu9EKZdgmtOaeJVw_uMg" class="fr-fic fr-fil fr-dib" width="1793" style="width: 1795px; height: 524.432px;" height="524"></p><p><strong><span style="font-size: 10pt;">Fig 33. Settings to toggle if the other Open Tickets section shows</span></strong></p><p><br></p><p>If you would like this information to be in it's own tab, rather than in the ticket details enable "Show other open Tickets in a tab (excludes Supplier Tickets)". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczYjE1MGZkLTc1YjktNDE5OC04NDY3LTExNjdiYjRhNjE1NiJ9.XZOh3VWv8XojYt4on_scJrzwJUyaO02x_CDSC7b5n9o" class="fr-fic fr-fil fr-dib" width="1806" style="width: 1808px; height: 540.631px;" height="541"></p><p><strong><span style="font-size: 10pt;">Fig 34. Other Open Tickets displaying in own Tab</span></strong></p><p><br></p><p><strong><span style="font-size: 10pt;">Customise the Filter Profile used for the "Other Open Tickets" section</span></strong></p><p>You can customise the filter profile that is used on the tickets within the "Other Open Tickets" section per ticket type. Useful if you would like to control whether all tickets show (even closed tickets) or only have currently open tickets show here. Or if you have a custom filter profile that you would like to use. </p><p><br></p><p>To set the filter profile used, head to Configuration > Tickets > Ticket Types > select a ticket type > Settings tab > use "Filter profile for other open Tickets" to choose the filter profile you would like to use here. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkOGJmN2U5LWYxMmUtNGJiYy04OGJiLWExZDJmZjM3MzdkNiJ9.8kYRf3ZMxqe6Aob53jv7pC5o00Qm2JOrjDeJpb6cp6c" class="fr-fic fr-fil fr-dib" width="1816" style="width: 1818px; height: 660.686px;" height="661"></p><p><strong><span style="font-size: 10pt;">Fig 35. Setting to Control the filter profile used for the Other Open Tickets Section </span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Show/Hide User Interaction information</span></strong></p><p>'User Interactions' show all the most recent interactions that have taken place for the end user of the ticket. Selecting an interaction will open the action (and ticket) the interaction took place on. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3ODUyMjFiLWU2YTEtNDM5YS04YjEyLTVhYjQ2YTgzODhlNyJ9.stBDspGvTvBK8EfQkW1m4Tc9AyQ_D60FSSeHtKiJ8iY" class="fr-fic fr-fil fr-dib" width="1931" style="width: 1933px; height: 874.578px;" height="875"></p><p><strong><span style="font-size: 10pt;">Fig 36. User Interactions</span></strong></p><p><br></p><p>To toggle if this information shows in the ticket details head to Configuration > Tickets > Ticket Types > select the ticket type > Settings tab > Related Activity section > toggle "Show User interactions".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5ZTJkZWFhLTZjOTUtNDMxZi1iN2NhLTdhMjFhMjc1ZjE5MiJ9.vooq0qkN28sE6IXyKalYE2Y5RRVb7Yj1LvjNU1URGrw" class="fr-fic fr-fil fr-dib" width="1945" style="width: 1947px; height: 565.411px;" height="565"></p><p><strong><span style="font-size: 10pt;">Fig 37. Setting to toggle if User Interactions show in Ticket Details</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Show/Hide/Move Related Asset Information</span></strong></p><p>The Related Assets information will show all the assets that are related to the ticket. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2ZjI1ZDA2LWE1NTYtNDgzZS04ZTYzLTYyNGU3NmUxMDhhYSJ9.OCzKtOa1cJXZD1s1DkeTmvs8Rq0ZhFPlYQYzPsdd4UU" class="fr-fic fr-fil fr-dib" style="width: 1966px; height: 993.768px;" width="1964" height="994"></p><p><strong><span style="font-size: 10pt;">Fig 38. Related Assets information</span></strong></p><p><br></p><p>Whether this shows will depend on if the "Asset" field is in the field list of the ticket type. Where this shows will depend on the visibility settings of this field. </p><p><br></p><p>To set if Related Asset information shows, head to Configuration > Tickets > Ticket Types > select the ticket type > Field List. Add the "Asset" field to have this information show, remove this to remove this information.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwZjllNzllLTBkMWQtNDZlMy1iNzkyLTFmMzIzZWM1ZmY4MiJ9.q6foaENLfQUkYctfABz8Xh_4CVwTWTY43T2FZGKjt6E" class="fr-fic fr-fil fr-dib" width="1967" style="width: 1969px; height: 939.458px;" height="939"></p><p><strong><span style="font-size: 10pt;">Fig 39. Asset Field on Ticket Type</span></strong></p><p><br></p><p>To control where this information shows, edit the "Asset" field on the ticket type and use "Agent Ticket Details Screen Visibility" to control where you would like this to show. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlMGRjZTI3LWQ4ZTYtNDExNy04NGYxLTRmNjIyM2E4M2M1OCJ9.6BotC3j929rxhU6CwzmcAR-q1YUbwb8eY4mlQB55lZo" class="fr-fic fr-fil fr-dib" width="542" style="width: 544px; height: 906.667px;" height="907"></p><p><strong><span style="font-size: 10pt;">Fig 40. Setting to control where Related Asset information shows</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Show/Hide Ticket Fields in the Ticket Details</span></strong></p><p>Both custom and system ticket fields can be set to show in the ticket details. Useful when you are storing some key information in a custom field and would like this to be easily visible for agents. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhYzA4YmU0LTA5YWQtNDE2Ni1hMTYzLWE2MTU2MGEwZjQ0NCJ9.c8CCWjHQbX9-r069p7IxR82LnxLadPz2GjKwbg2omQ4" class="fr-fic fr-fil fr-dib" width="1831" style="width: 1833px; height: 926.556px;" height="927"></p><p><strong><span style="font-size: 10pt;">Fig 41. Ticket Fields in Ticket Details</span></strong></p><p><br></p><p>Whether fields show here is determined by the visibility settings of the field on the ticket type's field list. To set this, head to Configuration > Tickets > Ticket Types > select a ticket type > Field List > edit a field > use "Agent Ticket Details Screen Visibility" to control where this field shows. If set to "Visible - Show in Ticket information" the field will show in the Ticket Details. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2NmI4MDE1LTgwNTEtNDQwMi1hOTMwLWViYTFiZTJjNGM5ZCJ9.nCt_bmlfsSnwVz6Xq2eMbZ-K-5yb0Q8WndNwo9jhNNU" class="fr-fic fr-fil fr-dib" width="575" style="width: 577px; height: 959.232px;" height="959"></p><p><strong><span style="font-size: 10pt;">Fig 42. Set where ticket field shows </span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Show/Hide User Details</span></strong></p><p>Information about the end user who logged the ticket can be shown/hidden per ticket type.</p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzMzVjNzIwLTA5YTEtNDQ3OC04MjNmLTQ4YzI4YTNiYjkxYSJ9.64rO7gNI612jC92WCOG7g54cYVz5JTqoqGGmA15m9K8" width="2011" height="848" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 2013px; height: 847.62px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 43. End User Details</span></strong></p><p><br></p><p>To toggle if these details show, head to Configuration > Tickets > Ticket Types > Forms tab > toggle "Hide User details on this Ticket Type".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxMzYxNDQ3LWIzZTAtNDU5Yy1iZDgyLTI0MzAxNTMyNDEzNSJ9.7rGlLik-flF0ykIsao6PoCdV4TVJeXgW1ftqlY6tJzU" class="fr-fic fr-fil fr-dib" width="2021" style="width: 2023px; height: 638.538px;" height="639"></p><p><strong><span style="font-size: 10pt;">Fig 44. Setting to Hide User Details on a ticket type</span></strong></p><p><br></p><p>When this is enabled, you will not be able to see any information about the end-user of the ticket, including the 'Other Open Tickets', 'User Interactions' or 'User's Assets'. Useful or tickets that are logged anonymously.</p><p><br></p><p><strong><em>Note: If the ticket details are set to show in two columns (Figure 43), when this is enabled, only one column will show. </em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Show/Hide the User's Assets in the Ticket Details</span></strong></p><p>The "User's Assets" field can show within the End-User details section of the Ticket Details, showing all the assets that are currently assigned to the user. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5MjVlNTg5LTNkNDctNDBjMi04YWI0LTNhNjAzYjMzNjAzMSJ9.lcM9Rl7rJLsIYxW2ydtCmsje6IE7QMqeYs1nSTmnVEQ" class="fr-fic fr-fil fr-dib" style="width: 1941px; height: 881.858px;" width="1939" height="882"></p><p><strong><span style="font-size: 10pt;">Fig 45. User's Assets </span></strong></p><p><br></p><p>To toggle if this shows, head to Configuration > Asset Management > General Settings > toggle "Show the Users assets on the Ticket Details screen". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiNzI3ODgyLTg1MTUtNGI1OS1hM2RkLWUyM2ZkMmEyOTljOSJ9.uDERacXcZPsp5ZZrqLLcE2L9MQCtaRpsUJ3xFavxu5Y" class="fr-fic fr-fil fr-dib" width="1379" style="width: 1381px; height: 541.783px;" height="542"></p><p><strong><span style="font-size: 10pt;">Fig 46. Setting to control if User's Assets show in Ticket Details</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Set the Order User Details Appear in (v2.228+)</span></strong></p><p>You can customise the order in which the user details show within Ticket details for each ticket type. The end user details available within a ticket are highlighted in Figure 47.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzMzVjNzIwLTA5YTEtNDQ3OC04MjNmLTQ4YzI4YTNiYjkxYSJ9.64rO7gNI612jC92WCOG7g54cYVz5JTqoqGGmA15m9K8" class="fr-fic fr-fil fr-dib" width="2011" style="width: 2013px; height: 847.62px;" height="848"></p><p><strong><span style="font-size: 10pt;">Fig 47. End User details within a ticket</span></strong></p><p><br></p><p>To customise the order in which these appear head to Configuration > Tickets > Ticket Types > User Details Layout tab > change the "User Details Layout" to "Custom". Now, you will be able to drag and drop the available fields into the order you would like them to appear in. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYwZDYzMmQ5LTg0OTItNGU3NS05YjQ2LTAyMDk3MTFkMzFiNCJ9.i9-e-0nSCRo6SuBx4zyQRTm7EHOpLaq6mir5GqsAoW0" class="fr-fic fr-fil fr-dib" width="1761" style="width: 1763px; height: 813.632px;" height="814"></p><p><strong><span style="font-size: 10pt;">Fig 48. Drag and Drop user fields</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Other Customisation Options</span></strong></p><p><strong><span style="font-size: 12pt;">Add/remove a World Clock Widget</span></strong></p><p>A 'World clocks' widget can be added/removed to the header of each ticket type, useful if you service users across multiple time zones and would like a reference to the time zone they are in. When the widget is enabled for the ticket type it will show in the header, as shown in Figure 49. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyZjU3ZWNjLWU4ZWUtNDYxMy04OTNjLWYzZjMzNTkwOGI4MSJ9.vNWYmNQcDpJludIWAerLNdInf80GX90Dc-UlnKTyo3k" class="fr-fic fr-fil fr-dib" width="1775" style="width: 1777px; height: 895.463px;" height="895"></p><p><strong><span style="font-size: 10pt;">Fig 49. World Clocks Widget</span></strong></p><p><br></p><p>To add/remove this from a ticket type, head to Configuration > Tickets > Ticket Types > select a ticket type > Forms tab > set "Ticket Details Header Widget 1" or "Ticket Details Header Widget 2" to "World Clocks".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhNjExZmZiLTVlNGYtNGRjZi05ZTc2LTQzNjQzZjY2NWE4ZCJ9.oSMiXOQwdtuqdQ6iBV0kHZrv28r0Unj6y7MSrEvPlPw" class="fr-fic fr-fil fr-dib" width="1779" style="width: 1781px; height: 915.672px;" height="916"></p><p><strong><span style="font-size: 10pt;">Fig 50. Set the World Clocks widget to show for the Ticket Type</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Change the Ticket Icon</span></strong></p><p>Every ticket will have an icon above the ticket's summary to represent the ticket entity. You may wish to customise this to closer align to your use of tickets, or as a way to differentiate between different ticket types. For example, alert tickets could have a different icon to incident tickets. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwZTU1YTc1LWJmY2YtNDA2OC04M2NhLTAxMjQxNWM3YmQ5ZiJ9.WZMnhm_jfoQvLv6PGI2Za7EM1SMWQH0wcCD6Oj2fhCI" class="fr-fic fr-fil fr-dib" width="1595" style="width: 1597px; height: 782.636px;" height="783"></p><p><strong><span style="font-size: 10pt;">Fig 51. Ticket Icon on Ticket</span></strong></p><p><br></p><p>To customise the icon used head to Configuration > Tickets > Ticket Types > select a ticket type > Forms tab > use "Ticket icon" to choose the icon you would like to display on tickets of this type. </p><p><br></p><p><strong><em>Note: If default is selected an icon of a ticket silhouette will be used. </em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmM2VkOGU2LTU3MzAtNDc4MS1hMGJjLTVjYTNlNmEzYzQwNSJ9.rX5IeUj5P4Qi4otwFeL8xz9Sf4idBqFPIYSJM7PXnZs" class="fr-fic fr-fil fr-dib" style="width: 1615px; height: 711.023px;" width="2442" height="1076"></p><p><strong><span style="font-size: 10pt;">Fig 52. Setting to Control the Ticket Icon used for the Ticket Type</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Show/Hide the Ticket ID</span></strong></p><p>The ID of a ticket can be set to show in the header of the ticket per ticket type.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyN2FhZjUzLWMwNjUtNDEzYS05NjAwLWFmMmU0NDQxNDU0ZCJ9.Q0dmf5GQyM4omZk5leWqdOFVrLuGEfpRYghZAyfDSM0" class="fr-fic fr-fil fr-dib" width="1618" style="width: 1620px; height: 682.496px;" height="682"></p><p><strong><span style="font-size: 10pt;">Fig 53. Ticket ID on Ticket</span></strong></p><p><br></p><p>To toggle whether this shows or not, head to Configuration > Tickets > Ticket Types > select a ticket type > Forms tab > toggle "Show the Ticket ID in the Header on the Ticket Details screen".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3OTg3NzBlLTcxOWUtNDEwNy1iY2Q1LTA3MTlkNTAwODczMSJ9.NOr9IZ4HBdSX211Q4tHJzAFM2Xxx__e6XPQRlW9Om_Q" class="fr-fic fr-fil fr-dib" width="1254" style="width: 1256px; height: 726.472px;" height="726"></p><p><strong><span style="font-size: 10pt;">Fig 54. Setting to control if the ID of the Ticket shows on Tickets of this Type</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Customise the Email Start Tag shown/used</span></strong></p><p>When displaying the ticket ID you will notice email tags are wrapped around the ID. These tags are used by Halo to identify the ID of a ticket within an email, to allow the email to be matched to (and update) the correct ticket. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ5NTJmZTNmLWMwMTQtNDIxZC1hOTFkLTExZmJiYTkwYTI3NCJ9.KYOiJyo82ZqSE8qmYrDAhCj21KVprimYaYv4MytmbZ0" class="fr-fic fr-fil fr-dib" width="1562" style="width: 1564px; height: 670.172px;" height="670"><strong><span style="font-size: 10pt;">Fig 55. Email tags for Ticket</span></strong></p><p><br></p><p>For more information on what tags are and how they are used checkout our guide <a href="https://usehalo.com/haloitsm/guides/900/" target="_blank" rel="noopener noreferrer">here</a>. </p><p><br></p><p>Tags can be customised, globally and for each ticket type.</p><p><br></p><p>To change the tags that are used for all tickets in your system head to Configuration > Email > General Settings > use "Email Start Tag" and "Email End Tag" to set the tags you would like to use. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyMTBjMzFlLTZlYzMtNGQ0Yy05MDBkLTJkYzFhYTkwODZjMSJ9.M6R2PS7YiPRzLjD1m94Y9hb4GxvTgEgB9wYhG43BS_g" class="fr-fic fr-fil fr-dib" width="1579" style="width: 1581px; height: 468.277px;" height="468"></p><p><strong><span style="font-size: 10pt;">Fig 56. Settings to control the email tags used for all tickets</span></strong></p><p><br></p><p>To change the tags that are used for a specific ticket type, head to Configuration > Tickets > Ticket Types > select a ticket type > Settings tab > use "Email Start Tag" and "Email End Tag" to set the tags you would like to use. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjMzE4NTJhLTNlNDYtNDQxOS1iYTFhLWE1MTA0Mzg1NDg0NyJ9._pI8voUYxvVURc36ZPenOMjicqgNRFGHJIeUmbpgwic" class="fr-fic fr-fil fr-dib" width="1626" style="width: 1628px; height: 637.189px;" height="637"></p><p><strong><span style="font-size: 10pt;">Fig 57. Settings to control the emails tags used for this ticket type </span></strong></p><p><br></p><p><br></p>
