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</style><p><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Setting Account Manager Types</strong></span></p><p><span style="font-size: 11pt;"><strong>- Functionality Available per Account Manager Type</strong></span></p><p data-pasted="true"><br></p><p><br></p><p><span style="font-size: 11pt;"><strong>R</strong><strong>elated Guides:</strong></span></p><ul><li><span style="font-size: 11pt;"><strong><a href="https://usehalo.com/haloitsm/guides/2743" target="_blank" rel="noopener noreferrer">Cc and Bcc Email Configuration</a><br></strong></span></li></ul><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Setting Account Manager Types</strong></span></p><p>Multiple types of Account Manager field can be set against a client's profile. Within the "Details" tab, open the "Assigning and Account Manager" dropdown to see the list and options.</p><p><br></p><p data-pasted="true">The following Account Manager types can be set against the client, and each base use-case is outlined alongside it.</p><p><br></p><ul><li data-pasted="true"><span style="font-size: 11pt;"><strong>Primary Agent:</strong> The main point of contact handling day-to-day issues directly.<br></span></li><li><span style="font-size: 11pt;"><strong>Secondary Agent: </strong>A backup or supporting agent who assists the Primary Agent and steps in when they're unavailable.<br></span></li><li><span style="font-size: 11pt;"><strong>Account Manager:</strong> Nurtures the existing relationship with the client.<br></span></li><li><span style="font-size: 11pt;"><strong>Regional Manager:</strong> Leads a regional team, and can provide escalation support.<br></span></li><li><span style="font-size: 11pt;"><strong>Logistics Manager:</strong> Coordinates the operational and delivery processes.<br></span></li><li><span style="font-size: 11pt;"><strong>Sales Representative: </strong>Focuses on identifying upsell opportunities within existing accounts.<br></span></li><li><span style="font-size: 11pt;"><strong>Account Owner: </strong>Holds ultimate responsibility for the client success, and the final escalation point for major decisions.<br></span></li><li><span style="font-size: 11pt;"><strong>CXM Lead: </strong>Leads the client experience and drives changes that improve satisfaction and retention.</span></li></ul><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1ZmEyZGU2LWM1MTQtNGViNS1iNTdiLWZhNmFiZmY3MDkyOSJ9.zRbMy3rsYjsUC9Ime4PANCVJLTmK_JXPoyCmM8jRF-U" class="fr-fic fr-fil fr-dib" width="1692" style="width: 1694px; height: 818.536px;" height="819"></span></p><p><strong><span style="font-size: 10pt;">Fig 1. Account Manager fields on a client</span></strong></p><p><br></p><p>If you can only see "Primary Agent", "Secondary Agent" and "Account Manager", go to Configuration > Users > General Settings, and ensure "Show additional agent assigning options in Customer settings tab" is enabled.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJmNmE1YjkzLTE4NDYtNGEzMy1iYTg4LWQ2OWRjZTMxOGZhNCJ9.NYZAqKPYHYCqTs2nRxLETOfCAU3pnD5Ut4DzMEuAXjA" class="fr-fic fr-fil fr-dib" width="1393" height="451"></p><p><strong><span style="font-size: 10pt;">Fig 2. Enabling rest of the Account Manager types</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Site Level Account Manager (v2.258+)</span></strong></p><p><span style="font-size: 11pt;">From v2.258+ account managers can be set per site. Where a site level account manager is set this will override the customer account manager, meaning this account manager will be reflected in column profiles, ticket lists, BCCs, dollar variables etc. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Assign an account manager to a particular site under the Settings tab of the site > Override Customer Details section. </span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhNjZlMDc0LTlhZjgtNDNkZC1hN2JlLTVhNmQ0MWVjNGEwZiJ9.GxGp9YG1X43dNJVHS2CxsROkUjNNkjQkGunwKRYL894" class="fr-fic fr-fil fr-dib" width="1818" style="width: 1820px; height: 643.028px;" height="643"></p><p><strong><span style="font-size: 10pt;">Fig 3. Set Site level account manager</span></strong></p><p><br></p><p>By default this will be set to "*Inherit from Customer*". </p><p><br></p><p>If you would like site account managers to be notified to changes to the sites they manage a <a href="https://www.usehalo.com/guides/891" target="_blank" rel="noopener noreferrer">notification </a>can be created using the "Site updated" notification trigger. When this notification trigger is used, and there is a site account manager only the site account manager will be notified of the update, not the customer account manager. </p><p><br></p><p><strong><span style="font-size: 14pt;">Functionality Available per Account Manager Type</span></strong></p><p><span style="font-size: 11pt;">Due to their varied roles, each of these Account Manager options have different functionality available to them. The table below sets out the differences.</span></p><style>
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}
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><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><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><style>
p {
margin: 0; font-family: "Poppins", sans-serif, "Roboto";
}
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;
}
.styled-table thead tr th:first-child {
width: 28em; min-width: 28em; max-width: 28em; word-break: break-word;
}
.styled-table thead tr th:nth-child(2) {
width: 8em; min-width: 8em; max-width: 8em; word-break: break-word;
}
.styled-table thead tr th:nth-child(3) {
width: 8em; min-width: 8em; max-width: 8em; word-break: break-word;
}
.styled-table thead tr th:nth-child(4) {
width: 8em; min-width: 8em; max-width: 8em; word-break: break-word;
}
.styled-table thead tr th:nth-child(5) {
width: 8em; min-width: 8em; max-width: 8em; word-break: break-word;
}
.styled-table {
border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15);
}
.styled-table thead tr {
text-align: left;border-radius: 5px;
}
.styled-table th {
border-radius: 5px; padding: 12px 15px;
}
.styled-table td {
padding: 12px 15px;
}
.styled-table tbody tr {
border-bottom: 1px solid #dddddd;
}
.styled-table tbody tr:nth-of-type(even) {
background-color: #fafafa;
}
.styled-table tbody tr:last-of-type {
border-bottom: 2px solid $orcolor;
}
.tick-icon {
font-size: 50px; color: green;
}
.cross-icon {
font-size: 15px; color: red; text-align: center;
}
</style><p><br></p><table class="styled-table grid" style="width: 100%; height: 1076px;"><colgroup><col style="width: 14.2518%;"></colgroup><colgroup><col style="width: 10.6624%;"></colgroup><colgroup><col style="width: 10.6624%;"></colgroup><colgroup><col style="width: 10.6624%;"></colgroup><colgroup><col style="width: 10.6624%;"></colgroup><colgroup><col style="width: 10.6624%;"></colgroup><colgroup><col style="width: 10.6624%;"></colgroup><colgroup><col style="width: 10.6624%;"></colgroup><colgroup><col style="width: 11.1111%;"></colgroup><tbody><tr style="height: 51px;"><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Functionality</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><div style="text-align: center;"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Primary Agent</span></strong></div></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Secondary Agent</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Account Manager</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Regional Manager</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Logistics Manager</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Sales Representative</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Account Owner</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><div style="text-align: center;"><span style="color: rgb(255, 255, 255);"> <span style="font-size: 12pt;"><strong>CXM Lead</strong></span></span></div></td></tr><tr><td>Can be shown in the user details on tickets</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></td></tr><tr><td>Can be automatically assigned all tickets</td><td><div style="text-align: center;" id="isPasted"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div style="text-align: center;" id="isPasted"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓ <br></span></strong></span><span style="font-size: 11pt;"><strong><span style="color: rgb(97, 189, 109);">(Sales Only)</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Can be set as the default agent on ticket rules</td><td style="text-align: center;"><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td></tr><tr><td>Can be set as the default agent on ticket types</td><td><div style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Can be set as the default agent on ticket templates, scheduled tickets or automated tickets</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Can be set as the default agent on actions</td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td><div style="text-align: center;" id="isPasted"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Can be automatically added as an additional agent on tickets</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Can be used as filter criteria in ticket lists or filter profiles</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Can be added as a column to ticket column profiles</td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Can be added as a column to client column profiles</td><td style="text-align: center;"><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Can be notified for new tickets logged</td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td><div class="cross-icon">❌</div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Can be notified for agent updates on tickets</td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div class="cross-icon">❌</div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Can be used as an activity feed view</td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Can be used as filter criteria for dynamic distribution lists</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Can be used to filter the "Ready for Invoicing" screen</td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Can be hidden from client screen layout profiles</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td></tr></tbody></table><p><br></p><p><strong><span style="font-size: 12pt;">Show in the "End-User Details" section on a Ticket</span></strong></p><p data-pasted="true">Agents can be show in the "End-User Details" section on a Ticket if they are one of the Account Manager types on the client that the user is against.</p><p><br></p><p data-pasted="true">Navigate to Configuration > Users > General Settings, and enable "Show All Account Management/Contact information on the Details tab of Customer and Tickets".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhM2JiM2YyLTI5YWYtNDczMi04ZjFkLTNlMjUwOTg5ZTNjMSJ9.lCo_XidEpkpdWi06mUCXyIveGhYUdh4vx8u4rJ6GcOQ" class="fr-fic fr-fil fr-dib" width="1396" height="453"></p><p><strong><span style="font-size: 10pt;">Fig 4. Showing Account Manager information on tickets</span></strong></p><p><br></p><p>When viewing a ticket against that client, you will see any of the assigned Account Manager types in the "End-User Details" section.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3NzI3MGI3LTJhN2UtNGY0Zi1hMTg5LTIwZTVkOGIxNDBkMyJ9.IGiu8bFsGXoj-faBi_2vcMJZ9iYuYZn3tI5LCon3p-Y" class="fr-fic fr-fil fr-dib" width="579" height="801"></p><p><strong><span style="font-size: 10pt;">Fig 5. Account Manager on a ticket</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Automatically Assign All Tickets</span></strong></p><p data-pasted="true">Agents can be automatically assigned all tickets from a certain client.</p><p><br></p><p>Ensure either the "Sales Representative" field is set, or "Assign new Tickets to the Primary/Secondary Agent" is enabled. This is found on the Details tab of the client, in the same "Assigning and Account Manager" dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmNGRlOGUxLTVjMDQtNDcwNC04ZTg2LTAzODgxNDMyOWE4NiJ9.w0tCmgUg989WxvjkZOcgsSi5xHiu7v69ZKrO66bn664" class="fr-fic fr-fil fr-dib" width="1692" style="width: 1694px; height: 688.212px;" height="688"></p><p><strong><span style="font-size: 10pt;">Fig 6. Setting all tickets to be assigned to certain Account Manager types</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Assign from a Ticket Rule</span></strong></p><p data-pasted="true">Agents can be set as the default assigned agent from a ticket rule outcome.</p><p><br></p><p>Navigate to Configuration > Tickets > Rules. In the "Outcome" section, set the "Agent" field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjZDEwYjg1LWFiZWQtNGRjYy1hMTk0LTFkMjhiZDE5YzkwOSJ9.KWXl6DsClA2rGS2Y0hfe3pqadI1vVO8P4LPwpWdpVmQ" class="fr-fic fr-fil fr-dib" width="1694" style="width: 1696px; height: 416.683px;" height="417"></p><p><strong><span style="font-size: 10pt;">Fig 7. Assigning from a ticket rule</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Assign from a Ticket Type</span></strong></p><p data-pasted="true">Agents can be set as the default assigned agent from a ticket type.</p><p><br></p><p>Navigate to Configuration > Tickets > Ticket Types. In the "Defaults" tab, set the "Agent" field.</p><p><br></p><p><strong><em>Note: If you have any ticket rules or templates that apply after, the defaults here will be overwritten.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcyNzRjMmFiLThlMzctNDMyYS05NjY0LWRkMzE4ZGUxYjU3OSJ9.hLbJxreokLhB_P61or1E3F7YqRgKFQoxfy9fQypOKy0" class="fr-fic fr-fil fr-dib" width="1697" style="width: 1699px; height: 514.404px;" height="514"></p><p><strong><span style="font-size: 10pt;">Fig 8. Assigning from a ticket type default</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Assign from a Template, Scheduled Ticket or Automated Ticket</span></strong></p><p data-pasted="true">Agents can be set as the default agent against a ticket template, scheduled ticket, or automated ticket.</p><p><br></p><p>Navigate to:</p><p><br></p><ul><li>Configuration > Tickets > Templates,</li><li>Configuration > Tickets > Scheduled Tickets, or</li><li>Configuration > Tickets > Automated Tickets</li></ul><p><br></p><p>In the "Values" tab, set the "Agent" field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5MzFiNmRhLTU5YjQtNDRmYS05MWU1LTY1M2M1ZWY1NGY2OCJ9.vsQtRg1_BEiO_7voFo9ZEZKk56CewJZq3AMzGsObl4I" class="fr-fic fr-fil fr-dib" width="1697" style="width: 1699px; height: 505.15px;" height="505"></p><p><strong><span style="font-size: 10pt;">Fig 9. Assigning from a template</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Assign from an Action</span></strong></p><p data-pasted="true">Agents can be reassigned tickets from the default agent set against an action (but not within the "Agent" dropdown on an action manually).</p><p><br></p><p>Navigate to Configuration > Tickets > Actions. In the "Outcome" section, set the "Agent" field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYwYzJhZjVhLWM5ZjMtNGQ3Yi1iMjA2LTdjODJjY2FjMjU5ZiJ9.QFxU-i1tderxVyTSQIUjauAnH5jcXoAUtrGHjMkfYwk" class="fr-fic fr-fil fr-dib" width="1700" style="width: 1702px; height: 543.93px;" height="544"></p><p><strong><span style="font-size: 10pt;">Fig 10. Assigning from an action</span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>Automatically add as an Additional Agent</strong></span></p><p data-pasted="true">Agents can be automatically added as an additional agents on tickets logged against that client.</p><p><br></p><p>Navigate to Configuration > Tickets > General Settings, and ensure "Show an option to multi-select additional Agents on Tickets" enabled. Further down, this will then show the option to add agents as additional agents automatically.</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2ZjBjYmIyLWIwM2EtNDdiNS1iYTQ2LTgzODgxMDYxOTllNyJ9.SiRlHZsiHwmwjqUHmiZuoK9DkQBDlNreDULNSrIuZuw" class="fr-fic fr-fil fr-dib" width="1402" height="421"></strong></p><p><strong><span style="font-size: 10pt;">Fig 11. Adding additional agents automatically</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Notify of new Tickets logged and Agent Updates</span></strong></p><p>Agents can be automatically CC'd on agent actions that send an email, and they will also receive the same "New Ticket Logged" acknowledgement email when a user under that client logs a ticket. </p><p> </p><p data-pasted="true">Navigate to Configuration > Users > General Settings, and ensure "Enable Account Manager emails" is checked.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkOWMwZmRkLTZjOGQtNGFkNS1hMTk4LTI5ZDI3OGUxNDk3MSJ9.1oPopGG3UX7fa9y-6cI5qTlJQyXaOZDbpaR_RUn80xY" class="fr-fic fr-fil fr-dib" width="814" height="451"></p><p><strong><span style="font-size: 10pt;">Fig 12. Enabling Account Manager notification emails</span></strong></p><p><br></p><p>A setting of the same name is also on the "Settings" tab of a ticket type, which if disabled, can override the global option above.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxODU5NzVhLWFjNDEtNGI2Ny04N2FmLWZiNjJjYWFmMmQ1ZCJ9.8hsNlYbPBXiufTs0X5zxCQgn6CUWDPtdbBuzGuFB2yw" class="fr-fic fr-fil fr-dib" width="1695" style="width: 1697px; height: 565.41px;" height="565"></p><p><strong><span style="font-size: 10pt;">Fig 13. Account Manager email override per ticket type</span></strong></p><p><br></p><p><span style="font-size: 11pt;">If an account manager is set on the site a ticket is logged under, the site account manager will receive these emails rather than the customer account manager. <br></span></p><p><br></p><p><strong><span style="font-size: 12pt;">Setting Activity Feed View</span></strong></p><p data-pasted="true">Agents who are an "Account Manager" can view the activity against any client they are set against from the "Feed" side pane.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmMTdlMzA4LTRjNmYtNGIwOS05Yjg0LWMwMjc4OWVlNzM1MiJ9.hMX1rJsTg04PCav5gPSsfm-UJVvF-Vmf7dVOKlgK05Q" class="fr-fic fr-fil fr-dib" width="516" height="561"></p><p><strong><span style="font-size: 10pt;">Fig 14. Account Manager view option</span></strong></p><p><br></p><p>This view can also be set as a default against the agent's profile, in the "Preferences" tab > "Tickets" dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5M2FlMDE0LWRiMTAtNGVkOC05ZTY1LTlkYjEyZGQzODRjZSJ9.2Voum_GuQKQ9lZAyDIGz-YxFwY2HSyTaFr3kpuEYQz4" class="fr-fic fr-fil fr-dib" width="718" height="861"></p><p><strong><span style="font-size: 10pt;">Fig 15. Setting a default view for the activity feed</span></strong></p><p><br></p><p>In a similar way, "Accounts I Manage" is also available as a ticket list or filter profile criteria, and will show a list of tickets where the logged-in agent is set as the "Account Manager" on that client.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwM2ExYjVlLWMxMGEtNGQ4MC1iYjk0LWFiZWE3Y2RlZWUyYiJ9.I1Yac6MbGb1stnnnSWIWv_MiAUax1LD7x1YMi1J6D3k" class="fr-fic fr-fil fr-dib" width="715" height="517"></p><p><strong><span style="font-size: 10pt;">Fig 16. Accounts I manage filter</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Filter the "Ready For Invoicing" Screen</span></strong></p><p data-pasted="true">Agents can be used to filter views on the "Ready For Invoicing" screen, based on if the client has a certain "Account Manager" or "Account Owner" set.</p><p><br></p><p><strong><em>Note: If using the regular Invoice filters (set in the dropdown above "Account Manager"), these will have the same options as filtering ticket lists. These are configured in Configuration > Billing > Labor and Travel > "Awaiting Review/Invoice Filters".</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzNmE0MDQ1LTA5NzYtNDA3YS1iODU0LTdjNDQ0ZjcyNmJlYiJ9.HBHQeI6tH81k1POt_FfCBijMyjSKHjaRl8lGBTztdwQ" class="fr-fic fr-fil fr-dib" width="1698" style="width: 1700px; height: 678.094px;" height="678"></p><p><strong><span style="font-size: 10pt;">Fig 17. Filtering ready for invoicing</span></strong></p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>Account Manager Notifications</strong></span></p><p>Notifications can be configured to sent directly to a Client's account manager via the "Account Manager Notification" notification type. </p><p>Navigate to Configuration > Notifications and make a new notification. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5Nzg2OWVmLTA3ZWUtNDgwZC1hMDBlLTFhN2EyMWRiODZhZSJ9.c5MfUAxsb6ucXa87cyMujeMXahbS1AKtgANORhLPIm0" width="625" style="width: 627px; height: 426.072px;" height="426" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 18. The account manager notification type</span></strong></p><p><br></p><p>Choose "account manager notification" from the list of notification types. </p><p>In the trigger section of the notification you can then choose what specifically will trigger the notification. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkNmViNzYxLTk3MzYtNDc1Zi04OGE1LTAyZDUxMmIyNTM5ZiJ9.brgN6mikU3FPqPTdi4IgpiPugTiHIKfeCpVoDLwihCE" width="673" style="width: 675px; height: 285px;" height="285" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 19. Choosing the event trigger for the notification</span></strong></p><p><br></p><p><strong><em>Note: From v2.256+, 'Client updated', 'Site updated', and 'User updated' are available as event triggers. As these entities are often frequently updated, it is advisable to add criteria to the trigger to reduce the number of notifications that will be triggered.</em></strong></p>
